Return & Refund Policy

UpscaleHome HQ Return and Refund Policy

Effective Date: July 20, 2025

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the UpscaleHome HQ website at https://upscalehomehq.com ("Website").

2. Contact Information

For questions about returns and refunds, contact our Customer Support team:

3. Return Eligibility

Customers in the United States may return items within 14 days of receipt, subject to the following conditions:

3.1 Conditions for Return:

  • Unused and Undamaged: Items must be in new condition.

  • Original Packaging: All original packaging, tags, and accessories must be included.

  • Proof of Purchase: A valid receipt or order number is required.

4. Return Process

4.1 Initiating a Return:

  • Email us at support@upscalehomehq.com within 14 days of receiving your order.

  • Include your order number and reason for return.

  • You’ll receive a Return Authorization (RMA) and shipping instructions.

4.2 Preparing Your Return:

  • Package the item securely in its original packaging.

  • Include all accessories, manuals, and any promotional gifts.

  • Print and affix the return label, if provided.

4.3 Shipping the Return:

  • Ship your return within 7 days of receiving return approval.

  • Use a trackable shipping service to prevent delays or loss.

  • Return shipping is the customer’s responsibility unless the item is defective or incorrect.

5. Return Shipping Costs

Unless the product is damaged, defective, or incorrect, return shipping costs are the customer’s responsibility.

6. Specific Return & Refund Conditions

6.1 Change of Mind

  • Items must be unused and in original condition.

  • Refunds are issued to your original payment method, minus any applicable restocking fees.

6.2 Defective or Damaged Items

  • Notify us within 48 hours of delivery.

  • Include clear photos or videos of the defect or damage.

  • We will provide a full refund or replacement at no cost.

6.3 Incorrect Product Received

  • Contact us immediately.

  • We’ll cover return shipping and ensure you receive the correct item.

6.4 Product Never Arrived

  • Contact us if your order hasn’t arrived within the expected delivery timeframe.

  • We’ll investigate and offer a refund or replacement.

6.5 Order Cancellation

  • Before shipment: Full refund available.

  • After shipment: Please wait to receive your order and then follow the return process.

7. Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom/personalized items

  • Perishable goods (e.g., plants, food)

  • Intimate or hygiene items (e.g., bedding, pillows)

  • Gift cards

  • Digital/downloadable products

8. Refunds

8.1 Refund Conditions

  • Refunds are issued after the returned item is received and inspected.

  • You’ll be notified of approval or denial by email.

8.2 Refund Processing

  • Refunds are issued to the original payment method.

  • Processing may take 7–14 business days, depending on your bank.

8.3 Partial Refunds
Partial refunds may apply if:

  • Items are used or damaged

  • Parts are missing (not due to our error)

  • Returns are received after the 14-day window

9. Exchanges

  • We replace items if they are defective, damaged, or incorrect.

  • Email support@upscalehomehq.com to start the process.

  • If you are exchanging due to a change of mind, return shipping is your responsibility.

10. Timelines

  • Return window: 14 days after delivery

  • Refund processing: 7–14 business days after return receipt

11. Legal Rights

This policy does not override your rights under applicable U.S. consumer protection laws.

12. Questions & Support

Need help with a return?