Refund policy
Last updated: 18 July 2026
At UpCup, we want you to be happy with the way your printed café branding looks and performs in your space. Every UpCup product is professionally printed to order and delivered directly to your nominated Australian address.
If your order arrives damaged, contains a printing fault, is materially different from what you ordered or is otherwise not of acceptable quality, please contact us. We will review the issue and work with you to provide an appropriate solution.
This Return and Refund Policy applies to physical products purchased directly from the UpCup website.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law or any other applicable law.
Depending on the circumstances, you may be entitled to a repair, replacement, refund or another remedy if a product:
- Is faulty or damaged;
- Is not of acceptable quality;
- Does not match its description;
- Is materially different from the product ordered;
- Is not fit for a disclosed purpose; or
- Does not meet another applicable consumer guarantee.
Printed-to-order products
UpCup products are printed specifically after an order is placed. Some products may also include customer-selected sizes, materials, finishes, quantities or approved personalisation.
Because these products are printed to order, we do not generally accept returns or provide refunds for a change of mind, an incorrect customer selection or a product that is no longer required.
This does not affect your rights where a product fails to meet a guarantee under the Australian Consumer Law.
Change-of-mind returns
We are not required to provide a refund or replacement if you:
- Change your mind after placing an order;
- Decide that you no longer want or need the product;
- Select the wrong product, size, quantity, material, finish or design;
- Fail to check whether the product dimensions suit your intended display location;
- Find that the design does not suit your café after receiving it; or
- Find the product cheaper elsewhere.
Please review all product details, dimensions, quantities, finishes and delivery information carefully before completing your purchase.
Order changes and cancellations
We begin processing orders as quickly as possible. If you need to request a change or cancellation, contact us immediately at hello@upcup.com.au and include your order number.
We will try to assist, but we cannot guarantee that an order can be changed or cancelled once it has entered production.
If production has not commenced, we may agree to amend or cancel the order. If printing, personalisation, finishing, packing or fulfilment has already commenced, the order may be unable to be changed or cancelled.
Any rights you have under the Australian Consumer Law remain unaffected.
Damaged deliveries
If your order arrives damaged, please contact us as soon as reasonably possible after delivery.
To help us resolve the issue efficiently, please provide:
- Your full name and order number;
- A description of the damage;
- Clear photographs of the damaged product;
- Photographs of the external packaging;
- Photographs of any damaged internal packaging; and
- A photograph of the shipping label, where available.
Please keep the product and its original packaging until we advise whether they need to be returned or inspected.
Where the damage is confirmed and an applicable consumer guarantee has not been met, we will provide an appropriate remedy, which may include reprinting and replacing the affected product or issuing a refund.
Reporting visible delivery damage promptly helps us investigate the issue with the delivery provider. However, any requested reporting period does not limit rights that cannot lawfully be limited under the Australian Consumer Law.
Printing errors or defective products
Please contact us if your product has an issue such as:
- A significant printing defect;
- Incorrect content caused by our production process;
- The wrong design, size, material, finish or quantity being supplied;
- Missing items;
- Material damage present at the time of delivery;
- Significant cutting, alignment or finishing errors; or
- A product that is materially different from its description on our website.
We may ask you to provide photographs or other reasonable information so that we can assess the issue. In some cases, we may also ask you to return the affected product.
Minor and major problems
The remedy available will depend on the nature of the problem and your rights under the Australian Consumer Law.
If a product has a minor problem, we may provide a remedy within a reasonable time, which may include reprinting or replacing the affected product.
If a product has a major problem, you may be entitled to reject the product and choose between a refund or replacement, or keep the product and seek compensation for the reduction in its value, as provided by the Australian Consumer Law.
Colour, screen and production variations
Colours displayed on phones, tablets and computer monitors may appear different from colours produced in print. Screen brightness, display calibration, lighting and the difference between digital RGB colour and printed colour can affect how a colour appears.
Minor variations in colour, positioning, trimming, dimensions or finish may occur within normal commercial printing tolerances. A minor variation that does not make the product faulty, materially different from its description or unfit for its intended purpose will not generally qualify for a refund or replacement.
This section does not apply where the variation is substantial, where the product does not match its description or where an applicable consumer guarantee has otherwise not been met.
Customer selections and approved information
Customers are responsible for checking all selections and information submitted with an order, including:
- Product type;
- Design collection;
- Size and orientation;
- Material and finish;
- Quantity;
- Delivery address;
- Café name or other personalisation;
- Spelling, punctuation and contact details; and
- Any proof or preview submitted for approval.
UpCup is not generally required to provide a refund or free reprint where a product has been produced correctly according to the selections, information or proof approved by the customer.
If you believe UpCup introduced an error after you submitted or approved the correct information, please contact us so we can investigate.
Product measurements and suitability
Product dimensions are provided on the relevant product pages. Before ordering, please measure the intended wall, window, A-frame, counter or display area and confirm that the selected product is suitable.
Customers are also responsible for checking installation requirements and obtaining any necessary landlord, shopping-centre, strata, council or other approvals.
We do not generally accept returns where a correctly supplied product does not fit because the display area, frame, window or installation location was not measured correctly by the customer.
This does not affect any remedy available where measurements or product information supplied by UpCup were incorrect or misleading.
Damage after delivery
We are not responsible for damage caused after delivery by circumstances unrelated to a product fault, including:
- Incorrect installation or handling;
- Use of unsuitable adhesives, fixtures or cleaning products;
- Installation on an unsuitable, dirty, damp or damaged surface;
- Failure to follow installation or care instructions;
- Normal wear and tear;
- Accidents, misuse or neglect;
- Unauthorised alteration of the product;
- Exposure beyond the product’s stated intended conditions; or
- Damage caused by a third-party installer.
This exclusion does not apply where the damage resulted from an existing product defect or another failure to meet an applicable consumer guarantee.
Missing or incomplete orders
Products from the same order may sometimes be packed or delivered separately. Before submitting a claim, please check your dispatch confirmation and tracking information to see whether another parcel is still in transit.
If all parcels are shown as delivered and part of your order is missing, contact us with your order number and details of the missing products.
Late or lost deliveries
Delivery dates and timeframes shown by UpCup are estimates unless expressly stated otherwise. Delays may occasionally occur because of production issues, courier disruptions, incorrect address details, access restrictions, weather events or circumstances outside our reasonable control.
If your order has not arrived within the estimated delivery period, please contact us and we will investigate with the production and delivery providers.
A delivery delay does not automatically entitle a customer to a refund. However, we will provide any remedy required under the Australian Consumer Law or other applicable law.
How to request a return, replacement or refund
Before returning any product, contact UpCup at hello@upcup.com.au.
Please include:
- Your name;
- Your order number;
- The product affected;
- A clear description of the issue;
- When you first noticed the issue; and
- Clear photographs or video showing the problem, where reasonably available.
We will assess your request and contact you with the next steps. Please do not send products to the printer, delivery provider or any address shown on the parcel without first receiving return instructions from UpCup.
Returning a faulty or incorrect product
If a product needs to be returned because it is faulty, damaged, incorrect or otherwise fails to meet an applicable consumer guarantee, UpCup will provide reasonable return instructions.
Where required by the Australian Consumer Law, UpCup will cover reasonable return costs or arrange collection. Please keep receipts for any return expense that UpCup has asked you to incur.
UpCup may not require the return of a damaged or defective product where photographs or other evidence are sufficient to resolve the claim.
Reprints and replacements
If we agree to reprint or replace a product, the replacement will ordinarily use the same design, size, material, finish, quantity and approved information as the original order.
A request to change the design or specifications may be treated as a new order and may involve an additional charge.
Refunds
If a refund is approved, it will generally be issued to the original payment method used for the order unless another method is required or agreed.
We will process an approved refund within a reasonable period. After the refund is issued, the time taken for the funds to appear in your account will depend on your bank or payment provider.
Where a product fails to meet an applicable consumer guarantee, any refund will include the amounts required to be refunded under the Australian Consumer Law.
Sale and promotional products
Sale, discounted and promotional products remain covered by the Australian Consumer Law.
We do not generally accept change-of-mind returns for sale products. However, customers may still be entitled to a remedy where a discounted or promotional product is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.
Products supplied by production partners
UpCup may use third-party production, printing, fulfilment and delivery partners to manufacture and deliver orders.
Your purchase is made from UpCup. If there is a problem with your order, please contact UpCup directly rather than contacting a production or delivery partner unless we specifically ask you to do so.
Contact us
If you have a question about a return, reprint, replacement or refund, please contact:
UpCup Customer Support
Email: hello@upcup.com.au