Exchanges and Returns

Our product exchange policy aims to provide customers with complete security regarding the products purchased in our store.

All our products come with a warranty against manufacturing defects. We also exchange products that arrive differently from what was ordered by the customer.

If you receive a product from us with any manufacturing defect or different from what you ordered, follow these steps to make the exchange: If more than 7 business days have passed and the product presents any flaw or defect, please contact us, providing your TFN (Tax File Number), order number, the product to be returned, and the defect.

Once we receive the email, we will forward your request to our quality department for verification. Authorization from this department will be required for a possible exchange. Once the analysis is completed, we will contact you with our decision and whether an exchange is necessary.

The deadline for requesting an exchange for this reason is 90 days after receiving the product. Please note that we will not process exchanges or refunds after this deadline.

Your complaint will be analyzed within a maximum of 7 business days and, if the problem is confirmed, we will contact you via email and you can choose one of the following options: Receive a refund of the amount paid.

Receive a new product identical to the one ordered. Receive a product of similar value. Receive a coupon with the product value to use in future purchases.

According to the Consumer Protection Code (CDC), requests for cancellation of online purchases must be made within 7 business days from the date of receipt. For credit card refunds, our finance department has a maximum of 7 business days to process it with the credit card company, and the deadline for the balance to return to your credit card is up to 120 days depending on the credit card companies and depends on your billing cycle.

If a refund is necessary, it will be made to a current account within a maximum of 10 business days after the quality analysis and can only be made to an account with the same TFN (Tax File Number) used on our website. In the case of products returned without prior communication, outside the deadline, with absence or discrepancy of items, without the label or invoice, they will be returned to the customers.

The same applies to exchanges rejected after the analysis of the products by our quality department. They will be returned to customers by Sedex to collect and the freight for this return must be paid by the customer.

Note: Marco up M|UP is not responsible for freight expenses for return followed by reimbursement, chargebacks, or exchange for other products; this expense is the responsibility of the customer.