Refund policy

Return & Refund Policy

You may want to know whether or not our products are suitable for you. This could take some time, so to accomodate your decision-making, we give you 30 days to return products you're unhappy with when you order from the official Ugreen website.

 

Order Cancellation

Customers can request an order cancellation within 48 hours after placing an order by email or phone with the UGREEN official store. 

However, if the product has already been shipped, a 10€ intercept fee will be charged.

Please note that a transaction fee will also be charged if you apply for the refund within 48 hours whether the product is shipped or not (2.5% for credit card user, 3% for Affirm user or Klarna user , 4% for Shop Pay user, 2.5% for other platform user).

 

Lost / Damaged Products Received

  • If the product was not delivered or lost, please immediately contact us.
  • If the product you received was damaged, or if you receive an incorrect or incomplete product, please immediately contact us with proof of videos and/or pictures.

 

30-Days Money-Back Guarantee

  • Within 30 days of the purchase, if you are unsatisfied without quality issues, you have the authorization to refund after return the items complete, unused and in the original package. However, you are responsible for the shipping cost with two options below:
  1. RMA provided by UGREEN Customer Service

Once the item is received at UGREEN warehouse and the validity is confirmed, the shipping cost for return will be deducted from the refund.

     2. Self-paid Return

Please contact UGREEN Customer Service to get return details.

  • If 30 days have passed since the purchase, full refund cannot be offered.
  • Double shipping fee will be deducted from the original payment if you reject the shipments.

NOTE: For products that have been used, we reserve the rights to refuse the return.


How to return

  1. Please send a refund request email to service@ugreen.com, stating the purchase platform and the reason for the return in the email. Be sure to attach the digital invoice or a screenshot to confirm the order number in the email.
  2. A customer service representative will reply to your email within 24 hours with additional questions or guidance for the next steps.
  3. After you've returned the product according to the guidelines detailed by the customer service rep, please send a return notice email to service@ugreen.com stating the product has been shipped.

 

How to get a refund

  1. Once your return arrives at one of Ugreen's warehouses, you will receive your refund within 3-5 business days.
  2. Money will be returned to the payment channel you initially used to purchase the product, and you will receive a notification from the corresponding payment channel.

 

If you are shipping an item over $39, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Please be sure to double check your returns before shipping them out. We will not be held responsible for the return of non-Ugreen products.