Refund policy
Last updated: August 14, 2026
At Up Stoon, we want you to be satisfied with your purchase.
This policy explains how returns, refunds, and product issues are handled.
Change-of-Mind Returns
Subject to the conditions below, customers may request a return within 30 days of receiving the product.
To be eligible for a change-of-mind return:
- The return request must be made within 30 days of delivery.
- The product must be unused and in resalable condition.
- The product should include all original accessories and components.
- Where reasonably possible, the product should be returned in its original packaging.
- Proof of purchase is required.
Certain products may be excluded from change-of-mind returns where permitted by applicable law, including products that have been personalized, opened software/media where applicable, or products that cannot reasonably be resold for hygiene or other legitimate reasons.
Change-of-Mind Return Shipping
Unless otherwise stated, customers are responsible for the cost of returning an item due to a change of mind.
Original shipping charges are generally non-refundable for change-of-mind returns.
Faulty, Damaged, or Incorrect Products
If your product arrives damaged, defective, faulty, or materially different from what you ordered, contact us as soon as possible.
Please email:
Include:
- Order number
- Product name
- Description of the problem
- Photographs or video where useful
- Any relevant supporting information
We will assess the issue and provide the appropriate next steps.
Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any consumer guarantee or other right or remedy that cannot lawfully be excluded, restricted, or modified under applicable law.
For customers in Australia, consumer guarantees under the Australian Consumer Law may provide rights and remedies where goods do not meet applicable guarantees.
Return Authorization
Please contact us before sending a product back.
Do not send a return to an address found on the original shipping package unless Up Stoon has specifically instructed you to do so.
We will provide return instructions where a return is approved.
Refunds
Once an approved return has been received and inspected, we will notify you of the outcome.
Where a refund is approved, the refund will generally be issued to the original payment method.
The time for the refund to appear in your account depends on your payment provider or financial institution.
Exchanges
If you need a replacement because an item is faulty, damaged, or incorrect, contact us first.
Exchange availability depends on product availability and the circumstances of the order.
Sale Items
Sale items remain subject to applicable consumer guarantees and other rights that cannot legally be excluded.
Additional change-of-mind restrictions, where applicable, will be clearly stated before purchase.
Contact Us
For all returns and refund enquiries:
Up Stoon
Email: contact@upstoon.shop
Phone: +61 3 9322 1800
Business address:
1568 Melba Hwy
Dixons Creek VIC 3775
Australia