At 1Above, we stand behind the quality of every product we make.
This policy includes our First Trip Promise for first-time customers and our standard returns process for unopened products.
First Trip Promise (First-Time Customers Only)
We offer a First Trip Promise for first-time customers who purchase directly from the 1Above website.
Definition of “First Trip”
For the purposes of this policy, a “first trip” means the first travel journey (domestic or international) taken after using 1Above, regardless of duration or destination.
Only one First Trip Promise claim per customer or household is permitted.
The Promise
If you try 1Above on your first trip and are not satisfied with your experience, you may request a refund of your first order.
This applies for 30 days after your first trip and must be claimed within 12 months of the date of purchase.
Refunds are limited to the purchase price paid for eligible products and exclude shipping fees.
No returns are required.
Refund Limit
Refunds under the First Trip Promise are strictly limited to:
- One tube per flavour included in the first order
- Maximum of one unit per flavour, regardless of order quantity or usage
Any additional units beyond this limit are not eligible for refund.
Eligibility Conditions
The First Trip Promise applies only when all conditions are met:
- First-time purchaser of 1Above
- Order placed directly through the 1Above website
- Product used in accordance with the recommended directions
- Claim relates to the customer’s first qualifying trip only
- Only one claim per customer or household is permitted
1Above reserves the right to deny claims where multiple accounts or orders are reasonably believed to be linked to the same customer or household.
Definition of “Not Satisfied”
A refund may be requested if, during the first trip and when used as directed:
- The customer did not feel the product provided meaningful support during their travel experience
- The customer did not notice a perceived benefit during their journey
- The experience did not meet expectations while the product was used as directed
How to Request a First Trip Promise Refund
Contact:
info@live1above.com
Include:
- Order number
- Date and details of your first trip
- Confirmation that the product was used as directed
All claims are subject to review and verification.
Approved refunds will be issued to the original payment method.
Standard Returns (Unopened Products Only)
For all other purchases, unopened products may be returned within 14 days of delivery.
To be eligible:
- Items must be returned within 14 days of receipt
- Products must be sealed, unused, and in original packaging
Approved refunds are limited to the purchase price paid for the returned products and exclude shipping fees. For hygiene and safety reasons, opened or used products are not eligible for return outside the First Trip Promise.
Exclusions
The following are not eligible for refund outside the First Trip Promise:
- Opened or used products
- Change-of-mind purchases
- Shipping fees
- Sale or promotional items, unless required by law
Refund Processing
Once a request is received, 1Above will:
- Confirm receipt of the request
- Assess eligibility under this policy
- Notify the customer of the outcome via email
- Process approved refunds to the original payment method
Refunds are typically processed within 2-3 business days after approval, subject to bank or payment provider timelines.
Abuse and Fair Use
1Above reserves the right to refuse or limit claims where there is evidence of misuse, abuse of the policy, or attempts to circumvent eligibility conditions, including but not limited to multiple accounts or households.
A Final Note
We carefully design and quality-check every 1Above product before it reaches you. This policy ensures fairness, consistency, and integrity for all customers.
If you need help with your order, our team is always available to assist.
