Customers may return any item within 14 working days for a full refund or exchange providing the goods are in a re-merchantable condition, in the original packaging and with original labels still attached where applicable. All returned packages must include a completed UpCountry Returns Form. It is the customer’s responsibility to return the goods toUpCountry and we recommend you send via a method with proof of delivery. Return postage for goods that are correct as per the original order and are not faulty or damaged are returned at the customer’s expense.UpCountry reserves the right to refuse returns or make a partial refund at our discretion if items are not returned and received in an entirely re-merchantable condition. Please note that if items are not considered to be in a resalable condition then a restocking fee may be charged.
Items returned for an exchange that are correct as per the original order and are not faulty or damaged will incur a replacement carriage charge where applicable.
If an item arrives damaged, the customer must report the damage toUpCountry within 7 working days of receipt of the item. We regret that we may not be able to offer a full refund if the damage is not reported within this time. If the incorrect item is received, this also must be reported within 7 working days of receipt of the item.
If an item is faulty, the customer must report the fault to UpCountry immediately. All goods are subject to the manufacturers guarantee and in some circumstances, it may be more beneficial to deal with and send goods back directly to the manufacturer.UpCountry will advise the customer if this is the best course of action. We recommend that items are sent back using a tracked courier method especially for items with a value of £50 or more. Faulty items cannot be replaced until the manufacturer has agreed a replacement, please allow up to 31 days for this to be processed. If no faulty is found with the item, a service and postage charge may be applicable.
All returns made at one of our stores or should be sent to the following address: