Return & Exchange Policy

 

Return & Exchange Policy

 

We hope that you love your UGREEN products, but just in case you're not 100% satisfied, we've made the return and exchange process super easy.

How long do I have to return my purchases?

You may apply for a no-reason return within 30 days of purchase, provided the product is in good condition, all accessories are included, and the packaging is intact. (For pre-sale products, the 30-day period begins on the date of shipment.)

Returns will NOT be given in the following situations:

Items with signs of use, wear and tear, damage, dings, scrapes, without manuals (where applicable), warranties, accessories, etc.

Items with visible scuffs or marks and free gifts cannot be returned.

Once returned item arrives at 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

Returns Procedure 

  1. Contact the UGREEN customer service team by email at service.aiot@ugreen.com
     to obtain a return shipping address, or the prepaid shipping label if applicable for your case.

Please include your order number and the reason(s) that you would like to initiate the return.

  1. Please choose your preferred logistics company at personal cost, or the prepaid shipping label to mail the package (if applicable).
  2. Properly pack the product to reduce potential damage while in transport. After shipping the product(s), please inform us by email.
  3. UGREEN will process refunds within 3 business days after receiving the returned item(s). Refunds may not appear on your credit card statement until the following billing cycle.

Exchanges and replacements are subject to product availability.

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. The buyer is responsible for freight charges unrelated to product quality.

 

Return shipping cost

    Scenario

    Party responsible for shipping cost

    Warranty repair for quality‑related issues, return within the country of purchase

    Cost borne by UGREEN (pre‑paid shipping label provided)

    Return without reason for non‑quality issues

    Cost borne by the user

    Customer claims a quality issue, but product inspection shows no fault

    User covers both outbound and return shipping fees

    Warranty claim after the product has been taken out of the original purchasing country

    User bears all shipping expenses

    International returns

    Cost borne by the user

    Return shipped back without prior authorization from UGREEN customer service

    User pays for shipping; UGREEN reserves the right to refuse delivery

    Wrong item or empty parcel sent using the pre‑paid shipping label issued by UGREEN

    No refund will be issued; all losses shall be borne by the user

    User accidentally sends personal belongings in addition to the product

    Cost borne by the user

    For items returned using a UGREEN‑provided pre‑paid shipping label, loss or damage occurring during transit shall be borne by our company. If you send the product back yourself, all transportation risks shall be assumed by you.

     

    Important Notice:

    Please do not provide your address on your package. Doing so may affect the return process of your return. 

    Returned items must be in their original, unused condition with original packaging. UGREEN does not accept returned items that have been worn, damaged, washed, or altered in any way.

    If you receive a damaged/defective product, please contact UGREEN Customer Service within 24 hours of acquiring product.

     

    Please double-check your returns before shipping. UGREEN will not be held responsible for the return of non-UGREEN products.

    Company Name：HONG KONG UGREEN LIMITED

    Company Address：San Po Kong, 19H WAN DI PLAZA 3 TAI YU STREET, San Po Kong, Kowloon Hong Kong SAR

    Please note that the above warranty policy is only valid for products purchased at ai-uk.ugreen.com