At QECUPORA™, operated by Up Country, Inc., we want you to feel confident when shopping for your pet. If something is not quite right with your order, this policy explains how eligible returns, exchanges, damaged-item claims, and refunds are handled.
30-Day Return Period
Eligible products may be returned within 30 days after delivery.
To help us approve and process your return, the merchandise should meet the following conditions:
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The item is unworn, unused, and in its original condition
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Original tags, labels, and packaging remain attached or included where applicable
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The product has not been washed, altered, stained, or damaged after delivery
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Valid proof of purchase or order confirmation can be provided
Pet apparel that shows signs of wear, washing, pet hair accumulation, odors, alteration, or other use may not qualify for return.
Starting a Return
Before sending anything back, please contact our customer care team at:
When contacting us, please include:
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Your order number
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The item you would like to return
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The reason for your request
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Photos when relevant
Once your request has been reviewed and approved, we will provide the appropriate return instructions.
Where applicable, return shipping information or a return label will be provided as part of those instructions.
Please do not send merchandise back without authorization.
Unapproved returns may be delayed, refused, or unable to be properly matched to your order.
Damaged, Defective or Incorrect Orders
We recommend checking your package shortly after delivery.
If you receive an item that is:
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Damaged in transit
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Defective
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Different from the item you ordered
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Missing a component that should have been included
Please email service@qecupo.com as soon as possible.
Including clear photographs of the product, packaging, and shipping label may help us review the issue more efficiently.
Depending on the circumstances, an eligible claim may be resolved through a replacement, refund, or another appropriate solution.
Items That May Not Be Returned
Certain merchandise may be excluded from our standard return program.
Examples may include:
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Personalized or customized products
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Gift cards
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Final-sale merchandise where clearly identified before purchase
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Items that have been worn, washed, altered, or damaged after receipt
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Products returned without their original tags or required packaging
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Items that cannot reasonably be resold for hygiene-related reasons after use
If you are unsure whether a QECUPORA™ item qualifies, please contact us before sending it back.
Need a Different Size or Style?
For the fastest exchange experience, we generally recommend:
1. Request a return for the original eligible item
2. Complete the authorized return process
3. Place a new order for the preferred size, style, or product
This allows the replacement item to be purchased without waiting for the entire return process to finish.
Availability cannot be guaranteed while a return is being processed.
European Union Orders
Customers receiving orders within the European Union may have additional cancellation or withdrawal rights under applicable consumer law.
Where legally applicable, eligible customers generally have 14 days to exercise their statutory right of withdrawal.
Returned products should generally remain unused and in substantially the same condition in which they were received, subject to rights granted under applicable law.
These statutory rights are separate from any additional return benefits QECUPORA™ may offer.
Refund Processing
After an authorized return reaches the designated return location, it will be reviewed.
Once inspection is complete, we will notify you whether the refund has been approved.
For approved returns:
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Refunds are generally issued to the original payment method
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Please allow up to 10 business days after approval for processing
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Your bank, credit card issuer, or payment provider may require additional time before the funds appear in your account
Original payment processing times are controlled in part by financial institutions and may vary.
If more than 15 business days have passed since you received confirmation that your refund was approved, contact:
Return Shipping Instructions
Please obtain return authorization before mailing any merchandise.
The correct return destination and shipping instructions will be provided after your request has been reviewed. This helps ensure your package is sent to the appropriate processing location and can be connected with your order.
Do not mail returns to a company office, fulfillment facility, or other address unless that address has specifically been provided to you by our customer support team for your authorized return.
A Better Shopping Experience for You & Your Pet
We want returns to be clear, reasonable, and straightforward.
From choosing the right everyday sweater to finding a comfortable jacket or lounge piece, QECUPORA™ is committed to supporting you throughout your shopping experience.
QECUPORA™
Operated by Up Country, Inc.
Customer Care: service@qecupo.com