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Returns and Refunds

(Last updated: March 20, 2026)

We Up is an online platform offering comprehensive knowledge solutions, including physical books, ebooks, courses, and related support services. With a commitment to an optimal learning and shopping experience, we set out transparent rules on fee refunds and product returns to protect users' rights. By registering an account or completing a transaction, you confirm that you have read, understood, and agree to comply with the detailed return standards below.

I. GENERAL PROVISIONS

This Policy sets out the conditions, procedures, and steps for returning goods and refunding service fees for all transactions conducted on We Up's online platform.

Who it applies to: Individual or organizational customers who purchase physical books, ebooks, digital materials, and courses.

User acknowledgment: By completing payment, the customer confirms that they have read, understood, and agree to the return limitations and conditions set out below.

II. REFUND POLICY

1. Physical books

1. Cases eligible for return

  • Printing or binding defects from the publisher (missing pages, blurred text).
  • Damage, tears, or moisture caused during shipping.
  • Wrong title, quantity, or version delivered compared to the order.

Mandatory requirement: The customer must submit photos/video as evidence that the product qualifies for return or exchange.

2. Not eligible for refund:

  • Damage due to customer storage or use, such as creased spines; written, drawn, or marked pages; stains or unusual odors.
  • Change of mind when the product has no technical defect.
  • Items sold under "Clearance" or "Liquidation" programs where defects were disclosed in advance.

3. Processing time: Report the issue within 48 hours and return the goods within 7 days of receipt. We Up will respond with inspection results within 3 business days.

4. How we resolve: Exchange for an equivalent new product. If out of stock, the customer receives a refund or an agreed product of equivalent value.

5. Return costs:

  • Fault of We Up / shipping: We Up covers 100% of round-trip shipping.
  • Customer ordering error (if support is granted): The customer bears all related shipping costs.

2. Ebooks

1. Refund conditions:

  • A technical failure prevents access to content after payment and We Up cannot fix it within 72 working hours.
  • Ebook content is seriously incomplete (>20% of content) compared to the description.

2. Not eligible for refund:

  • The customer has "opened/read" or "downloaded" the digital content.
  • The customer's device or network connection is incompatible with the published minimum technical requirements.

3. Processing time: Submit a request within 24 hours of payment. We respond within 48 working hours.

4. How we resolve: Fix the technical issue, restore access, or refund to the original payment method.

3. Courses / digital materials

1. Refund conditions:

  • The course cannot start or video lessons are not provided as committed in the schedule.
  • Actual content differs materially from the published syllabus.
  • The customer has not activated the course, or has activated but watched less than 10% of all lesson videos.

2. Not eligible for refund:

  • The learner has watched more than 10% of the content or has "downloaded" accompanying course materials.
  • Violation of rules: sharing the account with others, screen recording, or distributing content in any form.

3. Processing time: Submit within 3 days of payment/activation. System reconciliation within 5 business days.

4. How we resolve: Refund to the original method or convert to a voucher/balance on the platform for other courses (at the customer's choice).

5. Combo orders, promotions, and bundled gifts

1. Package refund principle: Orders purchased as a combo (book + course, multi-book sets, etc.) are treated as a single transaction. We Up prioritizes return/exchange for the entire combo when a fault occurs.

2. Partial return within a combo: If the customer requests a refund for only part of a combo (and We Up approves), the value of items the customer keeps is recalculated at the listed retail price (the combo discount does not apply). The refund amount is:

Refund amount = Total amount actually received − (listed retail price on the book cover + shipping fees / payment gateway fees).

3. Bundled gifts: The customer does not need to return them.

4. Discount vouchers: Vouchers/discount codes applied to the order will not be reissued or converted to cash after the refund procedure is completed.

5. Contact information

If you have any questions, concerns, or complaints about this Returns and Refund Policy, please contact us via:

  • Email: weup.cskh@gmail.com
  • Phone: 0356213729
  • Address: 7th Floor, Peakview Tower, 36 Hoang Cau Street, O Cho Dua Ward, Hanoi City, Vietnam

III. EFFECTIVENESS

1. This Policy takes effect from the "Last updated" date stated at the beginning of this document and applies to all transactions arising from that time.

2. We Up reserves the right to adjust or amend this Policy to comply with applicable law and business practice without prior individual notice to each customer.

3. If a dispute cannot be settled by agreement, the decision based on We Up's system data (logs) and applicable Vietnamese law shall be the final basis.