Returns & Refunds
We want you sitting comfortably, not arguing with a returns desk. If an Upholm product is not right for you, we will refund it — and in nearly every case we will not ask you to post it back.
1. The short version
- 30 days to change your mind, for any reason.
- You usually keep the item. Return postage often costs more than the product, so we would rather refund you and let you keep it, pass it on, or donate it.
- Refunds go back to your original payment method, normally within 3–5 business days of approval and always within 14 days.
- Faulty, damaged or wrong item? We cover it entirely. No return, no postage, no argument.
2. Your statutory right of withdrawal (EU and EEA customers)
If you are a consumer resident in the European Union or EEA, you have the right to withdraw from this contract within 14 days without giving any reason, under Directive 2011/83/EU.
The period expires 14 days from the day you, or a third party other than the carrier indicated by you, take physical possession of the goods. Where an order arrives in several shipments, it runs from receipt of the last item.
To exercise it, tell us by a clear statement — email is fine, or use the model form in section 10. Sending your message before the 14 days expire is enough; it does not need to have been processed by then.
We waive the usual return requirement. The law allows us to ask you to send the goods back at your own cost. We do not. You keep the item and we refund you in full, including the standard outbound delivery cost. If we ever do ask for a return, we will arrange and pay for it.
3. Our 30-day guarantee (all customers, worldwide)
On top of any statutory right, we offer a 30-day money-back guarantee from the day your order is delivered. It applies whether or not you live in the EU, and it covers "I tried it and it is not for me" — not just faults.
Products may be used. Try the cushion for a fortnight; if your back disagrees with us, you still get your money back.
4. Faulty, damaged, or wrong items
Email us your order number and a photograph of the problem. We will send a replacement or refund you in full, at our cost. You will never pay return postage on an item that arrived faulty, damaged, incomplete or different from what you ordered.
Please tell us within 30 days of delivery so we can also raise it with our fulfilment partner. Reporting later does not remove your legal rights (see section 8), but it does make replacements slower.
5. Orders that never arrive
If tracking has not shown delivery 25 business days after dispatch, contact us and we will investigate with the carrier. If the parcel cannot be located we will reship or refund in full, your choice. You are not expected to chase the courier yourself.
6. Cancelling before dispatch
Orders are dispatched within 1–3 business days. If you email us before your order ships we will cancel and refund it in full immediately. Once it has shipped, use the 30-day guarantee above instead.
7. When we might ask for the item back
We reserve the right to request a return — at our expense, with a prepaid label or a refunded postage receipt — for high-value orders, for repeated claims from the same customer or address, or where we suspect fraud. This is the exception, not the routine. We will never ask you to pay to return something.
8. Legal guarantee of conformity (EU and EEA)
Separately from everything above, EU consumers benefit from a statutory guarantee that goods are as described and fit for purpose, lasting a minimum of two years from delivery under Directive (EU) 2019/771. It is free of charge and is not limited by our 30-day guarantee. If a product fails within that period you may be entitled to repair, replacement, a price reduction or a refund.
9. United States customers
There is no federal right of return in the US, so the 30-day guarantee in section 3 is what governs your order, and we honour it as written. Your card issuer's protections are unaffected. Where state law gives you more (for example California's rules on posted refund policies), that law applies.
Under the FTC's Mail, Internet, or Telephone Order Merchandise Rule, if we cannot ship within the time we advertised we will tell you and offer you the choice of waiting or taking a full refund.
10. Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract. You are not required to use it.)
To: Upholm, Zeleni trg 1, 10000 Zagreb, Croatia — info@upholm.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on: ____________
Name of consumer(s): ____________
Address of consumer(s): ____________
Signature (only if this form is notified on paper): ____________
Date: ____________
11. Refund timing and method
We refund to the payment method you used. We will process it without undue delay and no later than 14 days from the day we are told of your decision. You will never be charged a fee for a refund. Depending on your bank, the money can take a further few days to appear.
12. How to reach us
Email us with your order number and a sentence about what went wrong. One email is all it takes — there is no form to fill in and no returns portal to log into.
Upholm
Zeleni trg 1, 10000 Zagreb, Croatia
Email: info@upholm.com
Last updated: 4 August 2026.