Refund policy

RETURN & REFUND POLICY
Effective Date: 5/1/2026


1. OVERVIEW

At Unknown Upstairs, all products are made to order. Because of this, we do not accept general returns or exchanges unless the item is defective, damaged, or incorrect.


2. RETURN ELIGIBILITY

We offer refunds or replacements only if:

  • The item is damaged or defective
  • You received the wrong item 
  • There is a manufacturing or printing error

To be eligible, you must contact us within 30 days of delivery and provide clear photo evidence of the issue.

All claims are subject to review and approval.

We reserve the right to determine whether a refund or replacement will be issued.

In most cases, returns are not required. If a return is necessary, we will provide instructions.


3. NON-RETURNABLE ITEMS

We do NOT accept returns or exchanges for:

  • Incorrect size selection
  • Change of mind
  • Buyer’s remorse
  • Minor color differences due to screen settings
  • Incorrect shipping address provided by the customer


4. ORDER POLICY

All products are made to order:

  • Orders cannot be changed or canceled once placed
  • Please review your order carefully before checkout


5. SHIPPING & DELIVERY ISSUES

  • We are not responsible for lost or stolen packages once marked as delivered
  • If your package is lost in transit, we will assist in filing a claim with the carrier, but we are not responsible for the outcome of such claims.
  • If an order is returned due to an incorrect or incomplete address provided by the customer, the customer will be responsible for any reshipping costs.


6. RETURN PROCESS

To request a return:

📧 support@unknownupstairs.com

Include:

  • Order number
  • Description of the issue
  • Photo evidence

We will respond within 3–5 business days.


7. REFUNDS & REPLACEMENTS

If approved:

* We may offer a replacement or refund at our discretion

* Refunds exclude shipping costs

* Processing time: 5–10 business days

* Refunds will be issued to the original payment method only


8. FINAL SALE

All items are final sale unless they meet the conditions listed in Section 2.


9. LIMITED RELEASE POLICY

  • Items may not be restocked
  • Exchanges for different sizes or styles are not guaranteed
  • We recommend placing a new order for a different size or variation


10. PROMOTIONS & SPECIAL OFFERS

Items purchased under promotions (including bundle deals, discounts, or limited offers) are not eligible for return or exchange unless defective.