RETURNS & REFUND POLICY

Last updated: August 2026

Thank you for shopping with Upgraded Vision.

We want you to be satisfied with your purchase. This Returns & Refund Policy explains when returns, refunds, replacements, and cancellations may be available.

Nothing in this policy is intended to exclude, restrict, or modify any consumer rights that cannot legally be excluded under the laws applicable to your purchase.

30-Day Returns

We offer a 30-day return period, beginning on the date you receive your order.

To request a return, contact us at upgradedvision@use.startmail.com within 30 days of delivery.

For a voluntary change-of-mind return, the product must generally be:

• In substantially the same condition in which you received it

• Unused, except for reasonable inspection where required by applicable law

• Complete with any accessories supplied with it

• In its original packaging where reasonably possible

• Accompanied by proof of purchase

Please contact us before returning your order. Once your return request has been reviewed, we will provide the appropriate return address and instructions.

Do not return products to the address shown on the shipping package unless we specifically instruct you to do so.

This voluntary 30-day return policy is provided in addition to any mandatory rights you may have under applicable consumer law.

Orders Already Shipped

Once an order has been processed and dispatched, we may be unable to cancel or intercept the shipment.

If you request a change-of-mind cancellation after your order has already been dispatched, you may need to wait until the order is delivered and then follow the applicable return procedure.

A request for cancellation or refund does not automatically stop a shipment that is already in transit.

This section does not limit any statutory cancellation, refund, delivery, or other consumer rights that apply to your purchase.

Change-of-Mind Returns

For voluntary change-of-mind returns, unless applicable law requires otherwise:

• The customer is responsible for the cost of returning the product.

• Any additional or premium shipping charges originally selected by the customer are non-refundable.

• The product must satisfy the eligibility requirements described above.

We recommend using a tracked shipping service when returning an item.

We are not responsible for return packages lost in transit before reaching the designated return location, except where responsibility cannot legally be excluded.

United Kingdom Customers

Customers in the United Kingdom may have statutory cancellation rights for online purchases in addition to our voluntary 30-day return policy.

Where the UK statutory right to cancel applies, you generally have 14 days after receiving your goods to notify us that you wish to cancel, without needing to provide a reason.

After notifying us, you generally have a further 14 days to return the goods.

Where required by UK law, we will refund the price paid for the goods together with the applicable standard outbound delivery charge. Additional amounts paid for an upgraded or premium delivery method are not required to be refunded beyond the cost of our standard delivery option.

Unless otherwise required by law or the goods are faulty, incorrect, or not as described, you may be responsible for the direct cost of returning the goods.

We may make a deduction from the refund where permitted by law if the value of the goods has been reduced as a result of handling beyond what would reasonably be necessary to inspect the goods.

Nothing in this policy limits your statutory rights under applicable UK consumer law.

Australian Customers — Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply independently of our voluntary 30-day change-of-mind return policy.

A change of mind by itself does not generally create a statutory right to a refund under the ACL. However, eligible customers may use our voluntary 30-day return policy described above.

United States and Canadian Customers

Customers located in the United States or Canada may have additional consumer rights under applicable federal, state, provincial, territorial, or local laws.

Nothing in this policy is intended to exclude or restrict any rights or remedies that cannot legally be excluded.

Where our voluntary 30-day return policy provides greater rights than the minimum required by applicable law, our voluntary policy will apply subject to the conditions described in this policy.

Damaged, Defective, Incorrect or Not-as-Described Items

Please inspect your order after delivery.

If your product arrives damaged, defective, incorrect, or materially different from its description, contact us at upgradedvision@use.startmail.com as soon as reasonably possible.

Please provide:

• Your order number

• A description of the issue

• Photographs or video of the product and packaging where reasonably necessary to assess the issue

We will review your claim and provide an appropriate remedy, which may include a repair, replacement, refund, or another remedy required by applicable consumer law.

Where we confirm that an item is defective, damaged, incorrect, or not as described, we will cover or reimburse reasonable return shipping costs where required by applicable law.

We may not require the item to be returned where the issue can reasonably be resolved without a return.

Refunds

Where a return is required, we will notify you after the returned item has been received and assessed.

Approved refunds will be issued to the original payment method, except where another method is agreed or required by applicable law.

We aim to process approved refunds within 10 business days. Different or shorter statutory deadlines will apply where required by applicable consumer law.

Your bank, card issuer, or payment provider may require additional time to display the refund after we have processed it.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at upgradedvision@use.startmail.com.

Exchanges

If you would like a different eligible product, the fastest option is generally to return the original product and place a new order once the return has been accepted.

Where applicable consumer law gives you a specific right to replacement or exchange, those statutory rights are not affected by this section.

Non-Returnable Items — Voluntary Change-of-Mind Returns

The following items are generally excluded from our voluntary change-of-mind return policy:

• Gift cards

• Products clearly identified as final sale before purchase

• Products that cannot be returned for health, hygiene, safety, or other legitimate reasons where permitted by applicable law

These exclusions apply only where legally permitted.

They do not remove any mandatory rights you may have where a product is faulty, damaged, unsafe, incorrect, not as described, or otherwise fails to meet applicable consumer guarantees.

Refused or Unclaimed Deliveries

If a customer refuses delivery or fails to collect an order as a means of requesting a change-of-mind return, the order will be handled in accordance with this Returns & Refund Policy and applicable law.

Where legally permitted, reasonable return shipping or carrier charges incurred as a result of a refused or unclaimed delivery may be deducted from a voluntary change-of-mind refund.

Refusing delivery does not remove or reduce any statutory rights that cannot legally be excluded.

Lost or Significantly Delayed Orders

If your order has not arrived within the estimated delivery period shown in our Shipping Policy, please contact us.

We will review the available tracking information and, where appropriate, investigate the shipment with the carrier.

If an order is confirmed lost or if applicable consumer law requires a remedy because of a delivery failure or unreasonable delay, we will provide the remedy required by law.

Fraudulent Claims and Chargebacks

If you believe there is an issue with your order, please contact us first so we have an opportunity to investigate and resolve the matter.

We reserve the right to provide order records, tracking information, delivery confirmation, customer communications, and other relevant evidence to payment providers, banks, or other parties involved in investigating a payment dispute or chargeback.

Nothing in this section restricts a customer's legal right to dispute a transaction or exercise any rights available under applicable law.

Contact Us

For returns, refunds, damaged products, or other order-related questions, contact:

Upgraded Vision
upgradedvision@use.startmail.com

Please include your order number when contacting us so we can assist you efficiently.