Refund policy
REFUND & RETURN POLICY
Last Updated: September 23, 2026
At KNEE UP, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order, subject to the conditions below.
30-DAY RETURN POLICY
You have 30 days from the date your order is delivered to request a return.
To be eligible for a return:
• The item must be returned in its original condition.
• The product must not be damaged due to misuse, neglect, or improper handling.
• All original packaging, accessories, and components must be included.
• A receipt, order confirmation, or other proof of purchase must be provided.
We reserve the right to refuse returns that do not meet these requirements.
HOW TO START A RETURN
To request a return, please contact us at:
support@knee-up.com
Please include:
• Your full name
• Order number
• Email address used for the order
• Reason for the return
• Photos of the product if it is damaged, defective, or incorrect
Our customer support team will review your request and provide return instructions.
Please do not send products back without first contacting us and receiving return instructions.
Unauthorized returns may not be accepted.
RETURN SHIPPING
If you are returning an item because you changed your mind, ordered the wrong item, or no longer want the product, return shipping costs may be the customer's responsibility.
If you receive an incorrect, damaged, or defective product, please contact us with photos of the item and packaging.
If we determine that the product arrived damaged, defective, or incorrect, KNEE UP will provide an appropriate solution, which may include a replacement, refund, or return shipping assistance at no additional cost to you.
Original shipping charges, if any, are generally non-refundable unless the return is due to an error on our part or otherwise required by applicable law.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order when it arrives.
If your product is damaged, defective, or different from what you ordered, contact us as soon as possible at:
support@knee-up.com
Please include your order number and clear photos or videos showing the issue.
We will review the information and work with you to resolve the issue.
NON-RETURNABLE ITEMS
Returns may not be accepted for:
• Products damaged through misuse or improper handling
• Products that have been intentionally altered or modified
• Items missing significant components or accessories
• Items returned outside the 30-day return period
• Items not purchased directly from knee-up.com
Additional exclusions may apply where permitted by applicable law.
REFUNDS
Once we receive and inspect your returned item, we will notify you regarding the status of your refund.
If your return is approved, the refund will be issued to your original payment method.
Please allow approximately 5–10 business days after approval for the refund to appear on your account.
Your bank, credit card company, or payment provider may require additional processing time, which is outside our control.
EXCHANGES
If you need a replacement due to receiving a damaged, defective, or incorrect product, please contact:
support@knee-up.com
We will review your request and provide the appropriate instructions.
CANCELLATIONS
If you would like to cancel your order, please contact us as soon as possible.
We will make reasonable efforts to cancel your order before it enters fulfillment.
Once an order has been processed or shipped, we may not be able to cancel it. In that case, you may request a return after receiving your order in accordance with this policy.
LATE OR MISSING REFUNDS
If you have received confirmation that your refund was approved but have not received it after the expected processing period:
• Check your bank or credit card account again.
• Contact your credit card company or payment provider.
• Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, contact us at:
support@knee-up.com
PURCHASES FROM THIRD PARTIES
This Refund & Return Policy applies only to products purchased directly through:
knee-up.com
Products purchased through another retailer, marketplace, or third-party seller are subject to that seller's applicable return and refund policies.
CONTACT US
For questions regarding returns, refunds, exchanges, or damaged products, please contact:
KNEE UP
Website: knee-up.com
Email: support@knee-up.com