Refund policy

Last updated: August 20, 2026

At UPVINE, we want you to be confident in your purchase. This Return and Refund Policy applies to retail purchases made through upvine.com.

30-Day Return Window

You may request a return within 30 calendar days after your order is delivered. All returns require prior authorization from UPVINE. Please do not send any item back before receiving return instructions.

Return Eligibility

To qualify for a return, the product must:

  • Be unused, uninstalled, unridden, unaltered, and free from stains or damage;
  • Be in its original packaging with all accessories, manuals, parts, and promotional items included;
  • Be accompanied by the original proof of purchase; and
  • Be returned using the instructions and return address provided by UPVINE.

How to Request a Return

Contact hello@upvine.com or our website customer service within the applicable period. Include your order number, the reason for the request, and clear photos or video when reporting damage, an incorrect item, or a suspected defect. We will review the request and provide authorization and return instructions.

Quality Issues, Transit Damage, and Incorrect Items

If an item arrives damaged, is incorrect, or has a verified quality issue, UPVINE will provide an appropriate remedy, which may include repair, replacement, or refund. UPVINE will pay or reimburse reasonable authorized return shipping costs for verified quality issues, transit damage, or items shipped incorrectly by UPVINE.

Please report visible transit damage within 48 hours of delivery and report missing or incorrect items within 7 days of delivery. These reporting periods do not limit any rights that cannot legally be limited. Suspected manufacturing defects remain covered by the applicable UPVINE warranty; please submit an After-Sales Service Application for warranty review.

Change-of-Mind and Other Non-Quality Returns

For an eligible return that is not caused by a verified quality issue, transit damage, or UPVINE shipping error, the customer is responsible for:

  • The return shipping cost to UPVINE;
  • Any applicable customs duties, taxes, brokerage charges, and related fees; and
  • Any original shipping charge that was separately paid at checkout, which is non-refundable.

UPVINE does not charge a restocking fee for an eligible return.

Items Not Eligible for Return

Unless required by applicable law or accepted by UPVINE because of a verified defect or shipping error, returns are not accepted for:

  • Products that have been used, installed, ridden, altered, damaged, or are no longer in resalable condition;
  • Products with missing or damaged original packaging, accessories, or parts;
  • Customized or personalized products, including custom rims, hubs, spokes, decals, or decal-free configurations;
  • Items clearly marked final sale or non-returnable at the time of purchase; or
  • Items returned without prior authorization or more than 30 days after delivery.

Exchanges

UPVINE does not process direct exchanges for change-of-mind returns. For a different product or specification, complete an authorized return and place a new order. For a verified defect, transit-damaged item, or incorrect item, UPVINE may provide a replacement as part of the approved resolution.

Refunds

After the authorized return is received and inspected, UPVINE will notify you of the outcome. Approved refunds will be processed to the original payment method within 10 business days. Your bank or payment provider may require additional processing time.

Bank handling fees, currency-exchange losses, customs duties, taxes, and unauthorized return costs are not refundable unless required by law or expressly approved by UPVINE. Items that do not meet the return conditions may be refused and sent back at the customer's expense.

Order Cancellation or Modification Before Shipment

Contact UPVINE within 24 hours after placing an order if you need to cancel or modify it. Requests received after 24 hours may not be possible, especially for customized products or orders that have already entered production or shipment. Once an order has shipped, this Return and Refund Policy applies.

Contact

For return, refund, or warranty assistance, email hello@upvine.com or contact us through the online customer service on upvine.com.