Refund policy

At UPVINE, we take pride in the quality of our products and are confident that you will have an excellent experience using our wheel hub products. If, however, you find yourself unsatisfied with your upvine.com purchase, the following guideline applies as applies.

Return window  Returns must be initiated 7 days from date of order being delivered.
Conditions Product must be returned in original packaging received and free from any stains or damage.
Fees

Return shipping costs shall be borne by the seller (UPVINE)

 

Refund Issuance

All return requests must first submit an After-Sales Service Application. Do not return any item without prior approval. Any item returned without prior authorization will not be eligible for a refund. Any issues concerning damaged or missing items must be reported to UPVINE within 7 days of delivery. If notification is not made within this period, UPVINE shall bear no responsibility for such damage or loss.

I. Order Cancellation or Modification (Before Shipment)

  1. To modify or cancel an order, please contact UPVINE via email or the official website’s online customer service within 24 hours of placing the order. Requests for modification or cancellation made after 24 hours may not be accommodated; if approved, additional fees may apply.
  2. Customized orders (including but not limited to custom rims, upgraded hubs, upgraded spokes, custom decals, or decal-free versions) generally cannot be cancelled or modified after 24 hours from order placement.
  3. If you wish to cancel an order before shipment, please notify UPVINE via email or online customer service. Please note that in some cases, even if you have not yet received a shipping notification, the order may already have been dispatched.

II. Damaged or Missing Items

  1. Upon receipt, please inspect the exterior of the package. If the packaging is visibly damaged, take photographs for evidence and refuse delivery. Within 7 days of receipt, send the photographs and a detailed description to UPVINE via email or online customer service.
  2. If a claim needs to be filed with the carrier, please provide the claim reference number and inform UPVINE so that we may follow up accordingly.
  3. If you have signed for the package but discover damage upon opening, please contact UPVINE within 7 days of signing for delivery. Once return authorization is granted, the item must be returned to UPVINE within 30 days of the original receipt date. Within 10 days of UPVINE receiving the returned item, we will verify the cause of the issue and contact you regarding the possibility of a full refund or replacement. In the case of a refund, the amount will be credited to your original payment method.

III. Returns for Reasons Other Than Quality Issues (Change of Mind)

If the product does not meet your expectations, you may apply for a return under certain conditions. Please contact UPVINE via email or online customer service within 30 days of receipt.

Do not return any item without prior authorization.

When returning for non-quality reasons, the customer shall bear:

  1. The original shipping fee to your delivery address;
  2. The return shipping fee to UPVINE;
  3. Any applicable customs duties, taxes, and related fees.

IV. Items Ineligible for Return

An order will not qualify for return under any of the following circumstances: (1) The product has been used; (2) The product packaging is damaged; (3) The product itself is damaged; (4) The product is no longer in resalable condition; (5) UPVINE has not received the returned item; (6) More than 30 days have elapsed since delivery; (7) No original proof of purchase is provided, or the item is second-hand/transferred; (8) The product was sold as a limited-time/limited-quantity discounted item or is discontinued.

V. Suspected Manufacturing Defects

If you suspect a manufacturing defect within two (2) years from the date of delivery, please complete the After-Sales Service Application Form. For details, please refer to the Warranty Policy.

VI. Return and Refund Procedure

  1. For items that meet UPVINE’s return criteria, UPVINE will confirm the refund amount and process the refund within 10 business days. Refunds will be issued via the original payment method. Bank processing times may vary. If UPVINE has confirmed the refund but you have not received it, please first contact your bank; if it remains unreceived after 7 days, please contact UPVINE.
  2. Items that do not meet return criteria will be refused and returned to the customer at the customer’s expense.
  3. Please note that the refunded amount excludes bank handling fees and any losses due to exchange-rate fluctuations. Any additional fees incurred during the transfer shall be borne by the customer.
  4. If an incorrect item is shipped due to an error on UPVINE’s part, the return shipping cost will be borne by UPVINE.
  5. During promotional periods, return and refund processing times may vary. Please refer to the specific promotion details for more information.
  6. For any questions regarding products or warranty, please refer to the Warranty Policy or contact UPVINE via email at hello@upvine.com or through the online customer service on the official website.

UPVINE is continuously improving its global after-sales service system and is committed to providing timely, professional, and reliable support and assurance to cyclists worldwide.