UPLUX Returns, Refunds, and Cancellation Policy

Last updated: 9 September 2026

This policy covers direct purchases from UPLUX at uplux.com. For return requests and order support, email info@uplux.com or use our Contact page.

Return eligibility and time window

You may return your item within 30 days of receiving it. For a change-of-mind return, the product must be unused, in the condition received, and in its original packaging with its included parts and accessories. Please provide a receipt or other proof of purchase.

These conditions do not limit any mandatory rights you may have for defective, damaged or incorrectly supplied products.

How to request a return

Email info@uplux.com with your order number, the product you wish to return and the reason for your request. If there is damage or a fault, include a description and photographs where practical. Please contact us before sending an item so that we can identify your order and provide return instructions.

Return address: Y.M. DIRECT IMPORT LTD (Company No. 514486372), Hashar 15, Mazor, 7316000, Israel. Confirm the shipping instructions with our team before dispatching your return. International returns may take longer to arrive.

Return shipping costs

The cost of return shipping is deducted from your refund. We will provide return instructions and confirm the return shipping cost with you. Eligible returns receive a full refund less the return shipping cost; no additional deduction is made for the original outbound shipping.

Where applicable law requires UPLUX to cover return shipping, that requirement takes precedence. For outbound delivery information, see our Shipping Policy.

Damaged, defective or incorrect products

Please inspect your order when it arrives and contact us promptly if an item is damaged, defective or incorrect. Keep the packaging and relevant photographs where possible so that we can assess the issue and explain the next steps. This request does not shorten any mandatory period in which you may report a problem or exercise your rights.

Refunds

For an eligible return, we issue a full refund, less the cost of return shipping, to your original payment method within 7 calendar days of receiving the returned shipment. This period starts when the shipment arrives back with UPLUX, not on a later approval date. Your bank or payment provider may need additional time to display the credit. Any shorter deadline required by applicable law takes precedence.

If you have not received refund confirmation within 7 days after your returned shipment reaches us, contact info@uplux.com.

Exchanges and cancellation requests

If you need a different product, contact us about returning the original item and placing a separate order. For an order that has not yet shipped, contact us as soon as possible to request cancellation. We will confirm whether dispatch can still be stopped; a cancellation request is not a guarantee that shipment can be intercepted. If the order has shipped, the applicable return process applies, without limiting your mandatory cancellation rights.

Understanding Your Consumer Rights and Legal Protections

This policy does not exclude or restrict cancellation, return, refund or other consumer rights that cannot be waived under applicable law. Where mandatory law provides different eligibility, procedures or time limits, that law takes precedence.

Preparing Your Items for Safe Return Shipment

To ensure a smooth return process, all items must be returned in their original packaging, including all accessories, manuals, and components that were included in the initial shipment. Using the original box helps protect delicate lighting equipment from damage during transit, which is essential for maintaining the eligibility of your refund request.

If the original packaging is no longer available, please ensure the product is packed securely in a sturdy box with adequate cushioning material, such as bubble wrap or packing peanuts. We recommend using a shipping service that provides tracking information and insurance, as UPLUX cannot be held responsible for items lost or damaged during the return transit process.

Steps for Tracking Your Refund Status

Once your returned shipment is received and inspected at our facility, our team will process your refund within seven calendar days. You will receive an automated notification via email confirming that the transaction has been initiated, which serves as proof that your request has been successfully completed.

If you do not receive a confirmation email within seven days of the tracking status showing as delivered, please reach out to our support team at info@uplux.com with your order number and return tracking details. Providing this information allows our agents to quickly investigate the status of your return and ensure your funds are processed to the original payment method without further delay.