Last Update: October 2021

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Quality is important to upstir.co.uk.

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Refunds on services

We would not usually offer a full refund on any of our services, where a service has not been completed to your satisfaction, we may offer a partial refund at managements discretion under our 'quality guarantee'.  You must understand that there is a cost to provide these services, and that still exists even if it not provided to your satisfaction. We will ask for you to present evidence when disputing a service, you should email any evidence to  complaints@upstir.co.uk.

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Refunds where a physical item received is damaged

Some services we offer have physical products dispatched, such as but not limited to; packaging design samples. Where these items are unusually damaged during the delivery process, we would not normally issue a refund for that, we would instead re-dispatch another sample using express courier.  If you are not able to accept the replacement delivery then we will ask for evidence to be sent to  complaints@upstir.co.uk , we would then issue a partial refund for part of the service not fulfilled.

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Quality guarantee

The quality guarantee assures our clients that we will endeavour to fulfil each service to the best of our ability at a professional standard. Where this standard falls short we will try to resolve that by redelivering the service, where this option is not available we may issue a partial refund after our team has reviewed the work carries out.

 

Refund on postage and packaging

Postage and packaging is always free when physical items are included with our services.  We do not offer refunds for postage and packaging.

 

Contacting us for a refund

When seeking a refund we ask that you first communicate any issues about your order with our team by emailing  complaints@upstir.co.uk . We require the opportunity to rectify any service issues before you specifically demand a refund.

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Chargeback procedure

We will not authorise chargeback requests for upstir service issues that have not been raised with our complaints team first (see 'Contacting us for a refund above'). As per these refund terms we will provide evidence to your chargeback administrator/card company to dispute any chargeback that falls short of accepting these terms which form part of our terms of service.

 

How do we update this refund policy?

We keep our refund policy under regular review and we will place any updates on our webpage. This refund policy was last updated on the date given above.

 

Who can you contact if you have queries about this refund policy?

Please contact us if you have any questions about our refund policy by email to hello@upstir.co.uk.

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For complaints about our services please email  complaints@upstir.co.uk .

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