Dear Valued Up-Fuse Customer,

Please find below the updated details of our exchange, refund, warranty, and repair operations to ensure a seamless experience:

Exchange Policy

• Used Items: An exchange fee of 180 EGP will apply for used items.
• Submission Deadline: Exchange requests must be submitted within 3 days of receiving the item.
• Limitations:
  • Only one exchange per order is allowed.
  • Additional exchanges may be processed at our New Cairo headquarters.
• Standard Exchange Fee: A fee of 80–90 EGP applies for regular exchanges.
• Issues from Up-Fuse:
  • Exchanges due to issues on our side will be processed with free delivery.
  • The order number will be recorded in the OPS Order Form and any charges will be deducted from the responsible department.

Refund Policy

• Eligibility: Refunds can be requested within 14 days of purchase.
• Condition: Items damaged or defective due to customer handling will not be fully compensated.
• Approval Process: Refunds are issued after evaluating and approving the item’s condition.
• Refund Form:
  • Submit your refund request via the following link: Refund Form
  • View responses and updates here: Response Tracker

Warranty Policy

• Coverage: A complimentary 3-month warranty is provided for bags, covering manufacturing defects.
• Delivery Fees: Customers are responsible for delivery charges on warranty claims.

System of Operation for Repairs

Our repair process is handled by the Customer Service (CS) and Production teams.

1. Initiation: A picture of the item and a brief explanation of the issue are required.
2. Review:
   • The picture and explanation are sent to the Production team.
   • The Production team reviews and approves the repair request.
3. Quote: A PDF with repair expectations and a price range is sent to the customer.
4. Shipping:
   • The item is sent to the courier for delivery to the Production team.
5. Repair:
   • Repairs are completed within one week.
   • A picture of the repaired item is shared with the customer.
6. Delivery Fee:
   • Customer care creates an invoice for the delivery fee, which is processed through the shipping company.

Post-Warranty Repairs

• Repairs beyond the warranty period will incur fees based on the case, production costs, and delivery charges.
• A standard fee of 180 EGP may apply, with repairs typically completed within two weeks.

We are committed to providing the highest level of service. If you have any questions, concerns, or feedback, please do not hesitate to contact us at help@up-fuse.com.

Thank you for choosing Up-Fuse!