Refund policy

 

At Upaya, your satisfaction matters to us. While we take every step to ensure the quality and accuracy of each order, we understand that there are times when a return, exchange or refund may be needed. We aim to make that process as clear and straightforward as possible.

 

 

Returns

You may return an item within 5 calendar days of receiving your order, provided the following conditions are met:

 

  • The item is unused, unworn and in its original condition, with all tags intact
  • It is returned in its original packaging
  • A valid proof of purchase, such as an order confirmation or receipt, is included

 

How to Initiate a Return

Simply get in touch with us at info@upayafestival.com or on +971 58 537 2406 and our team will walk you through the steps. Once your return is approved, we will send you all the instructions you need.

 

You can return items in one of two ways:

 

  • By courier: Ship the item back to us using a courier of your choice. Please note that return shipping costs are the customer's responsibility.
  • In person: You are welcome to return the item in person at our location, regardless of where the original purchase was made.

 

 

Please do not send items back without prior approval, as unauthorised returns may not be processed.

 

 

Damaged, Defective or Incorrect Items

If you receive an item that is damaged, defective or different from what you ordered, please contact us as soon as possible at info@upayafestival.com or +971 58 537 2406.

 

In such cases:

 

  • We will arrange a replacement or dispatch the correct item at no extra charge to you
  • All shipping costs related to the replacement will be covered by Upaya

 

We encourage you to reach out promptly so we can resolve the matter quickly.

 

 

Non-Returnable Items

Certain items are not eligible for return or refund, including:

 

  • Sale or discounted items
  • Gift cards
  • Personalised or custom-made items
  • Items that have been damaged, altered or mishandled after delivery

 

If you are unsure whether your item qualifies for a return, please contact us and we will be happy to help.

 

 

Exchanges

We try to make the exchange process as flexible as possible. Depending on your situation, we may either:

 

  • Ask you to place a new order for the desired item once your return has been approved, or
  • Send the replacement item to you directly without requiring a new order

 

Reach out to us and we will work out the best option for you.

 

 

Refunds

Once we receive and inspect your returned item, we will let you know whether your refund has been approved. If it is:

 

  • The refund will be credited back to your original payment method
  • Please allow a few business days for the amount to reflect in your account, depending on your bank or payment provider

 

We aim to process all refunds promptly to keep any inconvenience to a minimum.

 

 

Our Commitment

At Upaya, we value the trust you place in us. Whether you are returning something by post or in person, our team is here to support you through every step of the process.

 

For any queries, please reach out to us at:

 

 

We appreciate your understanding and look forward to making things right for you.