Refund & Return Policy

Effective date: September 10, 2026

We want you to feel confident shopping with UpTown Cares. Eligible items may be returned within 30 days of delivery, subject to the conditions below.

Return eligibility

To qualify for a return, merchandise must be unused, uninstalled, undamaged, and in its original packaging with all included parts, accessories, inserts, and materials. Proof of purchase is required.

For health, hygiene, and personal-care reasons, opened or used skincare, opened treatment products, used filter cartridges, and shower or water-contact products that have been installed or used are not eligible for change-of-mind returns. This restriction does not apply when an item arrives damaged, defective, or incorrect.

Damaged, defective, or incorrect items

Please contact us within 7 days of delivery if your order arrives damaged, defective, or incorrect. Include your order number and clear photographs when possible so we can review the issue quickly. If the claim is approved, UpTown Cares will provide an appropriate replacement, refund, or other remedy and will cover reasonable return shipping when a return is required because of our error or a verified defect.

How to start a return

Before sending anything back, email uptowncares2@gmail.com with your order number and the reason for your return. Approved returns will receive return instructions and the correct return destination. Items sent back without prior authorization may be delayed or refused.

Return shipping

For approved change-of-mind returns, the customer is responsible for return shipping. Original shipping charges are non-refundable unless the return results from an UpTown Cares error, a verified defect, or applicable law requires otherwise. We recommend using a trackable shipping method for returns.

Refund timing

Once an approved return is received and inspected, we will notify you of the outcome. Approved refunds are generally submitted to the original payment method within 5 business days after inspection. Your bank or card issuer may require additional time to post the credit.

Exchanges

For the fastest service, approved exchanges may be handled as a return followed by a new order. Product availability is not guaranteed until the replacement order is placed.

Order changes and cancellations

If you need to change or cancel an order, contact us as soon as possible. We will try to help before fulfillment begins, but changes or cancellations cannot be guaranteed once an order has entered processing or has shipped.

Final-sale items

Gift cards, promotional items identified as final sale, and products that have been materially used, altered, damaged after delivery, or returned without required components are not eligible for a discretionary refund, except where required by law.