NOT SATISFIED WITH YOUR PRODUCT?
If you are not completely satisfied with your purchase, you may return the item to us in its original condition within 30 days of receipt.
Only items purchased directly from Ugreen's online store will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Returned items must be in original packaging, including any accessories, manuals, and documentation.
Non-returnable items include items purchased through retailers and damaged products through customer mishandling.
Returns made without a receipt may be refused. Ugreen reserves the right to deny any return.
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
Once the returned item arrives back in Ugreen's warehouse for inspection, the refund process will begin. To start the return process, please contact our Customer Support team. Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
Processed refunds are completed within 10 business days. Refunds will be issued based on your original form of payment (PayPal, credit card, debit card, etc.)
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees, including return fees.
Replacements / Exchanges
We make every attempt to provide you with a replacement product that is the same as the item purchased. However, Ugreen reserves the right to provide you with a replacement product that is a product of a similar style or a substitute equivalent that may not be of the like kind (depending on availability). In the event we cannot provide you with the same product as a replacement, we will notify you immediately and ensure you agree with the replacement product. Customers are fully responsible for shipping and handling charges for exchanges, as well as the difference in cost of the products.
CANCELLING OR AMENDING ORDERS
In order to maintain a quick turnaround on order processing and shipping, once an order is placed, it cannot be canceled or amended.
Any unwanted items after your order has been placed must be returned for a refund (please see the ”Refunds” section above). Please note that the cost of this return has to be paid by the customer, unless the item is faulty.