Returns & Disputes

1. Marketplace Sales Are Final

TheUppr is a peer-to-peer marketplace. Because each item is a specific pair sold by an individual seller, sales are generally final once confirmed. The protections below exist to cover the cases where an item is not authentic, not as described, or never arrives — not for change-of-mind returns.

2. When You Can Open a Dispute

You may open a dispute if:

The item never arrived within the expected delivery window
The item is materially different from the listing (wrong size, condition, or model)
You have reason to believe the item is not authentic

3. Dispute Window

You must open a dispute within 3 days of delivery (or of the expected delivery date, if the item never arrives). Payouts to sellers are held in escrow until this window has passed, so that a valid dispute can be resolved before funds are released.

4. How a Dispute Is Resolved

You open a dispute from your order and describe the issue with photos where relevant.
We review the claim, the listing, and any evidence from both sides.
If the claim is upheld, we facilitate a return where appropriate and issue a refund to your original payment method.
If the claim is not upheld, the seller's payout is released from escrow.

5. Refunds

Approved refunds are returned to your original payment method. Depending on your bank or card issuer, it may take several business days for the refund to appear. Original shipping may be non-refundable except where an item was not authentic or never shipped.

6. Authenticity Concerns

Suspected counterfeit items are treated as a priority. If you believe an item is not authentic, open a dispute and also file an authenticity report so our team can investigate the listing and seller.

7. Need Help?

If you have questions about a specific order, visit Support or email hello@theuppr.com.