Refund Policy

Overview

Upscaled Distribution sells liquidation merchandise including customer returns, overstock, shelf pulls, salvage, and mixed-condition lots. Due to the inherent nature of liquidation inventory, most sales are final. All products are sold "as-is" based on the listed condition grade and manifest.

We understand that buying liquidation requires trust, and we stand behind the accuracy of our listings. The exceptions outlined below describe the circumstances under which we will consider refunds, credits, or replacements.

1. General Return Policy

Liquidation merchandise is sold in its listed condition and may include items that are opened, used, damaged, or missing parts. This is expected and reflected in the pricing. We do not accept returns or issue refunds based on:

• Individual items within a lot being in worse condition than expected within the listed condition grade
• Buyer's remorse, change of mind, or dissatisfaction with resale value
• Minor discrepancies in manifest counts (variances of up to 5% are considered normal)
• Cosmetic imperfections on items listed as "Customer Returns" or "Salvage"
• Items that are non-functional if the lot was listed as "Salvage" condition

2. Damaged in Transit Claims

If your order arrives with visible damage caused during shipping, you may be eligible for a partial or full refund. To file a damaged-in-transit claim:

• Report within 48 hours — You must contact us within 48 hours of delivery. Claims submitted after this window cannot be honored.
• Provide photographic evidence — Include clear photos of the damaged packaging, the damaged products, and the shipping label.
• Do not discard packaging — Retain all original packaging and materials until the claim is resolved, as the carrier may require inspection.
• Note damage at delivery — For LTL freight shipments, note any visible damage on the bill of lading at the time of delivery.

Once your claim is reviewed and approved, we will issue a refund, store credit, or replacement at our discretion. The resolution will depend on the extent of the damage and product availability.

3. Manifest Discrepancy Policy

We make every effort to ensure our manifests are accurate. However, manifests are generated by the original retailer and minor variances can occur. Our policy is as follows:

• Minor discrepancies (up to 5%) — Variances of up to 5% in item count or total retail value are considered normal and within the expected tolerance for liquidation inventory. No refund or credit will be issued.
• Significant discrepancies (over 5%) — If the actual contents of your lot materially differ from the listed manifest by more than 5% of total retail value or item count, contact us within 7 days of delivery with a detailed list of discrepancies.
• Complete category mismatch — If you receive a lot that is an entirely different category than what was ordered (e.g., you ordered electronics and received home goods), contact us immediately. We will arrange a replacement or full refund.

All discrepancy claims are reviewed on a case-by-case basis. We may request additional documentation such as photos, a complete unboxing inventory, or video evidence.

4. Non-Delivery

If your order shows as delivered by the carrier but you did not receive it, please contact us within 7 days. We will work with the carrier to investigate. If the investigation confirms non-delivery, we will issue a refund or ship a replacement.

Upscaled Distribution is not responsible for packages stolen after confirmed delivery. We recommend having someone available to receive freight deliveries and using a secure delivery address.

5. Order Cancellations

Orders may be cancelled for a full refund if the cancellation request is received before the order has been prepared for shipment. Once an order is packed, palletized, or handed off to a carrier, it cannot be cancelled.

To request a cancellation, contact us as soon as possible at connor@upscaledist.com with your order number.

6. Refund Processing

Approved refunds are processed to the original payment method within 5 to 10 business days. Credit card refunds may take an additional 3 to 5 business days to appear on your statement, depending on your financial institution.

In some cases, we may offer store credit instead of a monetary refund, particularly for partial claims or as an alternative when product availability allows for a replacement lot.

7. How to File a Claim

To submit a refund request, damage claim, or discrepancy report, contact us with the following information:

• Your order number
• A description of the issue
• Photographic or video evidence (required for damage and discrepancy claims)
• A detailed list of discrepancies (if applicable)

8. Agreement

By placing an order on Upscaled Distribution, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy should be read in conjunction with our Terms of Service.