Refund Policy

Last Updated: Dec 2025

At UGO SOLUTION LTD, customer satisfaction is important to us. This Refund Policy explains the conditions under which returns, refunds, and exchanges may be accepted for purchases made through our website.

1. RETURN ELIGIBILITY

Customers may request a return within 14 days of receiving their order.

To qualify for a return:
- the item must be unused and in its original condition,
- all original packaging, accessories, manuals, and labels must be included,
- and proof of purchase must be provided.

2. NON-RETURNABLE ITEMS

We may not accept returns for:
- used or damaged products,
- products damaged by misuse or accidental damage,
- personalised or custom-made items,
- software or digital products once activated or downloaded,
- hygiene-related products if opened.

3. REFUND PROCESS

Once the returned item is received and inspected, we will notify the customer regarding the approval or rejection of the refund.

Approved refunds will be processed to the original payment method within a reasonable timeframe depending on the payment provider or bank processing times.

4. EXCHANGES

If a product arrives damaged, faulty, or incorrect, customers may request an exchange or replacement subject to product availability.

5. SHIPPING COSTS

Original shipping fees are generally non-refundable unless the return is due to an error made by UGO SOLUTION LTD or a faulty product.

Customers may be responsible for return shipping costs unless otherwise agreed.

6. DAMAGED OR FAULTY ITEMS

If your order arrives damaged or defective, please contact us as soon as possible with:
- your order number,
- photos of the product and packaging,
- and a description of the issue.

7. ORDER CANCELLATIONS

Orders may only be cancelled before dispatch. Once the order has been shipped, the standard return process will apply.

8. CONTACT US

For refund or return enquiries, please contact UGO SOLUTION LTD through the contact information provided on our website.

We aim to provide fair solutions and professional customer support for all orders.