KneeUp Customer Care

Returns & Refunds

Last updated: September 25, 2026

Return Eligibility

To be eligible for a return, the following conditions must generally be met:

• The return request is made within 30 days of delivery.
• The product is clean and in good condition.
• The product has not been excessively worn, altered, damaged, or misused.
• The original packaging and included components are returned when reasonably possible.
• Proof of purchase or a valid KneeUp order number is provided.

You may carefully try the brace on to check sizing and fit. Products showing excessive wear, stains, odors, damage, or signs of improper use may not qualify for a refund.

How to Start a Return

To request a return, contact our support team at info@knee-up.com .

Please include:

• Your order number
• The email address used to place the order
• The reason for your return
• Photos if the item arrived damaged, defective, or incorrect

Once your return request is reviewed, we will provide return instructions and the appropriate return address.

Please do not send a return to our business mailing address unless our support team specifically instructs you to do so.

Return Shipping

If you are returning an item because you changed your mind, selected the wrong size, or ordered the wrong knee side, return shipping costs are generally the responsibility of the customer.

If your product arrived damaged, defective, or different from what you ordered, contact us before returning it so we can review the issue and provide the appropriate solution.

Damaged, Defective or Incorrect Items

Please inspect your KneeUp order after delivery.

If your item arrives damaged, defective, or you receive the wrong size, side, or product, contact us as soon as possible at info@knee-up.com . Please include your order number and clear photos of the product and packaging so we can review the issue.

Wrong Size or Knee Side

KneeUp is available in different sizes and separate left and right knee versions. Please review the product selection carefully before completing your order.

If you ordered the wrong size or knee side, contact us and we will explain the available return or exchange options. Exchange availability may depend on current inventory.

Refunds

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

If approved, the refund will be issued to your original payment method.

After a refund is issued, please allow approximately 5–10 business days for it to appear on your account. Processing times vary depending on your bank or payment provider.

Original Shipping Charges

Original shipping charges, if any, are generally non-refundable unless the return results from an error on our part or the product arrived damaged or defective.

Order Cancellations

If you wish to cancel or modify an order, contact us as soon as possible.

We cannot guarantee cancellations or order changes once an order has entered processing, fulfillment, or shipment.

Non-Returnable Items

We may be unable to accept returns for products that:

• Show excessive wear or use
• Are stained, damaged, altered, or improperly cared for
• Are returned without prior authorization
• Were clearly marked as final sale at the time of purchase

Returns Sent Without Authorization

Returns must be approved by our customer support team before shipment. Products sent to an unauthorized address may not be received or processed.

Contact KneeUp

Need help with a return, refund, exchange, or order issue? Contact our customer support team.

Email: info@knee-up.com

Phone: +1 (929) 644-9507

Business Mailing Address:
5830 E 2nd St, Ste 7000 #19872
Casper, Wyoming 82609
USA