Customer Service

How Can We Help You?

Shipping

ORDER PROCESSING TIME
In addition to force majeure, we will ship within 3 working days. If your product does not meet the conditions for delivery within 3 working days, you will see our notice for the delivery time on the product page before purchase.

CANCEL OR CHANGE AN ORDER
If you would like to change or cancel an order please contact us as soon as you can. We will attempt to accommodate order changes to the extent possible prior to shipping confirmation. Some changes will result in a shipping delay. We are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped. If your order has already shipped, please contact us to set up a merchandise return once you have received the shipment.

Returns

Your Statutory Rights

For online purchases you have a 14-day cooling-off period starting the day after you receive the goods.
You can cancel for any reason during this time and return the item (you then have a further 14 days to send it back).

Important – Return Costs

Change of mind / cooling-off returns: You (the customer) are responsible for paying the full cost of returning the goods to us.
We strongly recommend using a tracked and signed-for delivery service so you can prove the item has been returned.

Faulty, misdescribed, or not fit for purpose: If the product does not conform to the contract under the Consumer Rights Act 2015, we will cover the reasonable costs of returning the goods to us.

In all cases where you are entitled to a refund, we will refund the purchase price plus the cost of the standard delivery option you originally paid (we do not refund any premium/expedited delivery charges).

You also have rights if the product is faulty, misdescribed, or not fit for purpose under the Consumer Rights Act 2015.

Return Conditions

Only items purchased directly from ugreen-shop.co.uk are eligible.
Items must be returned in original packaging with all accessories, manuals, and documentation.
The goods must be returned in a condition suitable for resale. Opening the packaging to inspect the item is normally acceptable, but if handling has caused a reduction in resale value (e.g. damage, excessive use or configuration), we may make a reasonable deduction from the refund.
All returns are subject to inspection at our warehouse.
We reserve the right to refuse returns that do not meet these conditions.

To start a return please use the button below and complete our RMA returns form.

WARRANTY

WARRANTY PROCESS
- Sufficient proof or purchase must be provided from ugreen-shop.co.uk
- A description of the defect must be provided in order to issue a warranty claim. If the defective item is damaged, visible proof (if any) must be provided along with the item’s serial number (if any).
- You may need to return the item for quality inspection.

VALID PROOF OF PURCHASE
- Order number from online purchased made through Ugreen’s authorised resellers. Sales invoice.
- Dated sales receipt from an authorised Ugreen reseller.

Please note more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).

SHIPPING COSTS MUST BE COVERED BY BUYER IN THE FOLLOWING SITUATIONS

Returning products for any reason other than a proven defect.
Warranty claims on items taken outside the original country of purchase.
Returning items claimed to have defects but found by Ugreen quality control to be in working condition.
Returning defective items in international shipping.
Costs associated with unauthorised returns (any returns made outside of the approved warranty process).

WHAT DOES THIS WARRANTY COVER?
- During the warranty period, if the original manufacture of the material or workmanship of the product is deemed to be defective.
- Products and parts replaced under this warranty become the property of Ugreen and are not returned to you. If products and/or parts require service after the warranty period expires, you must pay all labor and parts charges.
- Warranty coverage terminates if you sell or otherwise transfer the product.

NOT COVERED UNDER WARRANTY
- Products without sufficient proof of purchase
- Lost or stolen products
- Items that have expired their warranty period
- Non quality-related issues
- Free products
- Repairs through 3rd parties

Damage from outside sources
- Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)
- Purchases from unauthorised re-seller

NOT LIABLE FOR
- Loss of data incurred from use of Ugreen products
- Returning personal items sent to Ugreen
- Products NOT bought from Ugreen-shop.co.uk

UGREEN products “NOT” bought from this site (www.ugreen-shop.co.uk) should contact UGREEN direct via the button provided below.