Returns Policy

Return Policy for "Upcoming" Marketplace

At "Upcoming," we are committed to delivering high-quality products and ensuring a positive shopping experience. Our return policy outlines the process for faulty product returns, as well as change of mind returns, in accordance with your rights under Australian Consumer Law.

1. Warranty Claim / Faulty Return

1.1. We are saddened to hear you’ve had an issue with your purchase. If you believe your faulty item is covered by a manufacturer’s warranty, we’re here to help.

1.2. Simply log in, go to your order, click the "Return” button, and advise this is a warranty claim. Please provide as much information as possible about fault. Further information may also be requested to support your claim.
1.4 You are also welcome to submit your claim directly with the manufacturer. All purchases on Upcoming are covered by Manufacturer’s warranty.
1.5. If the product is confirmed to have a defect, we will either:

• Replace or repair the product (if repair is reasonably possible), or
• Refund the purchase price to your original payment method.

1.6. If the product is found to have a major defect, you have the right to choose between a replacement (if possible), repair (if possible), or a refund.

1.7. If the product is found not to be defective, deemed out of warranty, or does not comply with the Australian Consumer Law, we will contact you to decide whether you would prefer us to dispose of the product or return it to you at your expense.

1.8. A product is not considered defective if, in our reasonable opinion, it has become unacceptable due to fair wear and tear, misuse, failure to follow the manufacturer's instructions, abnormal use, or failure to take reasonable care.

2. Change of Mind Returns

2.1. In addition to your rights for faulty products, you may return any product under our change of mind return policy, subject to the conditions outlined below.

2.2. Eligibility Criteria:

• Returns must be initiated through your Account and shipped within 40 days from the receipt of your shipping confirmation email.
• The product must be unworn, unused, and in saleable condition with original tags still attached.
• The item must be returned in its original packaging (including any sealed boxes, dust bags, shoe boxes, or certificates of authenticity), unless the product is sealed for hygiene reasons (see below).
• The item must not be excluded from the change of mind return policy (e.g., ‘Final Sale’ items or items with specific hygiene restrictions, such as beauty products, swimwear, or jewellery). Such exclusions will be clearly noted on the product page and/or at checkout.

2.3. Hygiene-Related Exclusions: Products sealed for hygiene reasons (e.g., jewellery, watches, swimwear, hair accessories, bed linen, earphones, beauty, and grooming products) can only be returned under the change of mind policy if the seal is intact. Underwear, towel products and earrings cannot be returned unless faulty. Beauty products cannot be returned if they have been opened or used (unless faulty).

3. Return Process

3.1. To ensure a smooth return process, please follow the instructions in the "How to Return" section.

3.2. Returns are brand-specific: If you want to return products from different Brands, you will be contacted by each Brand to handle returns separately. You must return each item to the correct Brand.

3.3. Once we receive and inspect your return, we will notify you of the next steps. If your return complies with the conditions in section 2.2, we will offer the following options:

• Store Credit: A store credit worth the price paid for the returned product (excluding shipping, taxes, and duties).
• Refund: Unless you request an Exchange, all returns are processed as a Store Credit. You can gain a refund by withdrawing your store credit at any time. Withdrawals may take up to 14 days to process.
• Exchange: Exchange for another size (subject to availability and if size change is of equal value).

3.4. Shipping Costs: We do not refund shipping fees you paid to have the product delivered to you or for packaging costs. If the return does not meet the criteria in section 2.2, you will be responsible for the return shipping costs.

3.5. Fraud and Abuse Prevention: We reserve the right to monitor return activity for fraud, abuse, or security concerns. If we detect a pattern of high return frequency or value, we may block your access to your Account or deny future orders.

3.6. Incorrect Returns: If you mistakenly return items that do not belong to "Upcoming" or include personal items, we will not accept responsibility for these items. If we locate them and you request their return, you will be liable for the return shipping costs.

4. Free Return Shipping

4.1. We offer free return shipping for products that fit within a standard Extra Large mailing satchel (maximum dimensions: 510 x 440 mm) and weigh under 3.5kg, excluding beauty products. If your return meets these "Free Return Shipping” requirements, a return mailing label will be emailed to you, by the brand. Please check your junk mail for emails from brand. Please note, change of mind returns are different to returning a product under the Australian Consumer Law if the product is faulty.  

Note: Nothing in this policy excludes your statutory rights under the Australian Consumer Law. Should you have any further questions or require assistance, please contact our Customer Service team.

This return policy is intended to provide a seamless shopping experience while respecting your rights as a consumer. Thank you for shopping with Upcoming!