YOPUP Return & Refund Policy

Last updated: 30/11/2025

This Return & Refund Policy applies to all purchases made through YOPUP websites and stores, operated by Koala Global Group Pty Ltd.

YOPUP is committed to providing a fair, transparent, and compliant shopping experience while protecting customer safety, hygiene standards, and business integrity. This policy is designed to comply with applicable consumer protection laws, including but not limited to:

  • Australian Consumer Law (ACL)
  • FTC Guidelines (United States)
  • EU Consumer Rights Directive
  • UK Consumer Rights Act
  • Applicable e-commerce and hygiene regulations in the customer’s country
Hygiene-sensitive items

YOPUP products are hygiene-sensitive pet care items. Once opened or used, they cannot be resold safely. Refunds and returns are therefore limited and assessed strictly under the conditions outlined below.

On this page

1. Overview

YOPUP products are hygiene-sensitive pet care items. Once opened or used, they cannot be resold safely. Refunds and returns are therefore limited and assessed strictly under the conditions outlined below, in line with international hygiene and consumer protection regulations.

2. Eligibility for Returns & Refunds

2.1 Unused & Unopened Items

You may be eligible for a refund if all of the following conditions are met:

  • The item is unused and unopened
  • The item remains in original packaging
  • The return request is made within 7 days of delivery
  • The product is in resaleable condition

This applies globally unless local law provides stronger consumer rights.

2.2 Faulty, Defective, or Damaged Products

If your product arrives damaged, defective, or faulty, YOPUP will offer:

  • A replacement, or
  • A refund,

at no additional cost, as required by law.

To process this, customers must provide clear photo or video evidence showing the issue. This is required for quality control and carrier claims.

3. Non-Refundable Situations

For hygiene, safety, and regulatory reasons, refunds will not be issued if:

  • The product has been opened or used
  • The product shows pet hair, dirt, wear, or signs of use
  • The item has been tested, tried, or applied
  • The product was damaged due to misuse or incorrect handling
  • The return was sent without prior approval
  • The customer refuses delivery without a valid legal reason
  • The item is returned in a non-resaleable condition

Used pet grooming products cannot be refunded under international hygiene regulations.

4. Order Cancellations

4.1 Before Fulfilment

Orders may be cancelled within 12 hours of purchase, provided the order has not been processed or shipped.

4.2 After Fulfilment

Once a tracking number is issued or the order is in transit, cancellation is no longer possible. A return request may still be assessed under this policy.

5. Returns Process

To request a return, refund, or replacement, customers must contact YOPUP Customer Care:

📧 hello@yopup.com.au

Please include:

  • Order number
  • Full name
  • Description of the issue
  • Photos or videos (if applicable)

Approval required Returns must be approved before being sent. Unauthorised returns may be rejected and returned to the sender.

YOPUP does not offer phone support for returns. All requests must be handled via email to ensure proper documentation.

6. Return Shipping Costs

6.1 Faulty or Damaged Items

YOPUP covers 100% of return shipping costs for approved faulty or damaged products.

6.2 Other Reasons

For change-of-mind returns or customer error:

  • Return shipping is the customer’s responsibility
  • Original shipping fees are non-refundable

7. Refund Method & Processing Time

Refunds are issued only to the original payment method, including:

  • Credit/Debit Cards
  • PayPal
  • Apple Pay / Google Pay
  • Buy-Now-Pay-Later providers
  • Shopify Payments (Stripe)

Processing Time

  • Approved refunds are processed within 3–7 business days
  • Payment providers may take 5–15 business days to reflect the funds

8. Packages Lost in Transit

If a package is confirmed lost in transit based on carrier tracking, YOPUP will offer a replacement or a full refund, at the customer’s choice.

Carrier confirmation is required.

9. Incorrect Address & Delivery Issues

YOPUP is not responsible for:

  • Incorrect addresses entered at checkout
  • Failed deliveries due to customer absence
  • Unclaimed or returned-to-sender parcels

In these cases:

  • A reshipment may be offered (customer covers shipping)
  • Refunds are not available

10. Customs, Duties & Import Taxes

For international orders:

  • Customers are responsible for customs duties, import taxes, or VAT
  • Refusal to pay customs charges does not qualify for a refund

11. Fraud Prevention & Abuse

YOPUP reserves the right to refuse refunds in cases of:

  • Excessive or abusive return behaviour
  • Fraudulent claims or chargebacks
  • Policy misuse
  • Orders flagged by fraud prevention systems

Additional verification may be required in these cases.

12. Exchanges

YOPUP does not offer exchanges for:

  • Used or opened items
  • Items returned without approval
  • Items damaged due to misuse

Exchanges are available only for confirmed defective products.

13. Policy Updates

YOPUP may update this policy at any time to reflect legal, operational, or regulatory changes. The latest version will always apply and be published on this page.

14. Contact Information

For all returns, refunds, and policy inquiries:

📧 hello@yopup.com.au

Operated by Koala Global Group Pty Ltd
Email support only.