Refund policy

Last Updated: 30 April 2026

This Refund and Return Policy is governed by the provisions of the Consumer Protection Act (CPA) and applies to all purchases made through our store.

We accept returns and provide remedies only in instances where a product is defective, damaged upon delivery, or where the incorrect item has been supplied. If a product is found to be defective the customer is entitled, within six (6) months of delivery, to request a repair, replacement, or refund in accordance with the CPA. We reserve the right to assess the condition of the returned item before determining the appropriate remedy.

Where an incorrect item has been delivered, the customer must notify us within seven (7) days of receipt. Upon verification, we will arrange for the collection of the incorrect item and the delivery of the correct item at no additional cost to the customer.

Returns will not be accepted for reasons of change of mind, incorrect selection, or where the product has been used, altered, or damaged after delivery. All returned items must be in their original condition and packaging, and accompanied by proof of purchase.

To initiate a return, the customer must contact us via email at hello@upaka.co.za, providing the order number, a description of the issue, and supporting images where applicable. Failure to provide sufficient information may delay the processing of the request.

Once a return has been approved and the item received, any applicable refund will be processed to the original method of payment within a reasonable period, typically between five to ten (5 -10) business days.

Where a return is due to a defective or incorrect item, we will bear the cost of return shipping. We reserve the right to decline returns that do not meet the conditions set out in this policy or that fall outside the scope of the CPA.