UGREEN Returns & Refund Policy

(Updated: August 22, 2025)

1. General Terms and Scope

We hope you enjoy your UGREEN products. If you are not completely satisfied with a purchase made through UGREEN official channels (ugreen.com), you may request a return and refund provided the conditions of this policy are met.

Note: For orders purchased through third-party platforms or authorized distributors/retailers, please follow the after-sales policy of that platform (see Section 9).

This policy only covers returns and refunds. UGREEN does not provide exchanges after delivery. If you would like to change the model or color, please follow the return process and place a new order. For orders that have not yet shipped, you may contact customer support to request a cancellation or modification. Success depends on warehouse processing status and is not guaranteed.

2. Return Period

You may submit a return request within 30 calendar days of receiving the product (based on the carrier's "delivered" time).

This policy applies only to orders placed through UGREEN official purchase channels. For other channels and third-party sellers, see Section 9.

3. Return and Refund Conditions

In the following cases, UGREEN reserves the right to refuse a return or deduct a portion of the refund:

1. Obvious signs of use that affect resale (such as wear, scratches, stains, odors, adhesive residue, etc.).

2. Missing components (manuals, warranty cards, cables, accessories, tools, stickers, etc.) or damaged/missing original packaging.

3. Damage caused by misuse, unauthorized disassembly, modification, or improper handling.

4. Gifts must be returned with the main product. If gifts cannot be returned or are used/damaged, their suggested retail price will be deducted from the refund. Gifts are covered under the applicable warranty policy and remain eligible for service.

5. Orders of five units or more are not eligible for return for non-quality reasons. For quality issues, returns are still available.

6. Other situations where applicable consumer protection laws allow UGREEN to decline a return.

Please keep products and packaging intact, clean, and free from personal markings. When returning items, package appropriately to protect the original product packaging, and avoid attaching labels or writing directly on the original packaging.

4. Return Process

1. Submit Return Request

Contact service@ugreen.com and provide your order number/proof of purchase, a description of the issue, and photos or videos (for quality concerns). We will provide the designated return address or, if available, a prepaid shipping label.

2. Prepare the Package

Pack the product securely (outer carton recommended) and ensure all accessories are included. Do not place sticky notes, loose papers, or other unnecessary items inside the original packaging.

3. Ship and Confirm

Use a trackable shipping method. After sending, reply with the tracking number so we can follow up and record the return. For returns valued above $50, we recommend shipping insurance to avoid risk.

For large or high-value products such as NAS or energy storage equipment, UGREEN will prioritize remote technical support or warranty solutions to reduce transport risks and costs. If a return is required, please contact customer support for evaluation and arrangement before shipping.

5. Refunds

Once the returned product is received and verified in our warehouse system, UGREEN will initiate the refund within 3 business days.

Refunds are issued to the original payment account (e.g. PayPal, credit card). The actual arrival time depends on the payment provider.

For confirmed quality issues, the full product amount will be refunded, including reasonable return shipping if applicable (see Section 6).

For non-quality returns, only the product amount will be refunded. Original shipping, transaction fees, and optional services (e.g. insurance) are non-refundable.

If the returned product is missing accessories, has obvious wear, or gifts are not returned, deductions will apply as outlined in Section 3.

6. Return Shipping Policy

Quality issues

After initial verification based on your provided evidence (photos/videos), UGREEN may provide a prepaid label. Standard reimbursement is capped at $10 (or equivalent). Any excess must be approved in writing.

If testing shows no defect or the issue is unrelated to UGREEN, we reserve the right to deduct prepaid shipping or reimbursement from the refund.

Non-quality issues

Customers are responsible for return shipping costs.

If local consumer protection laws specify mandatory rules regarding return shipping, UGREEN will comply with those rules.

7. Delivery Issues and Timelines

Damaged, missing, or incorrect items on delivery

Please contact customer service within 24 hours of receipt and keep photos/videos of the outer box and contents.

Delivery timing discrepancies

There may be delays between “delivered” status and warehouse check-in. Refunds are based on warehouse system records.

Regarding COD

Returns shipped with COD (cash on delivery) will be refused.

8. Order Modification or Cancellation

If your order has not shipped and you wish to modify or cancel it, contact service@ugreen.com as soon as possible. Due to automated processing, modification cannot be guaranteed. If shipping cannot be halted in time, please follow the return process.

9. Third-Party Sellers

After-sales rules differ by platform. Please follow the policy of your purchase channel. For assistance, you may also contact the following support emails:

Amazon: support@ugreen.com

Shopee / Lazada / Daraz / TikTok: aftersale@ugreen.com

AliExpress: aliexpress.support@ugreen.com

eBay: Contact the eBay seller directly for help

Noon:

UAE: noon-uae02@ugreen.com

KSA: noon-ksa02@ugreen.com

10. Data Security (For Storage/Network Products)

Before returning, please back up and erase any personal data, including from NAS storage, other storage devices, or app accounts. UGREEN is not responsible for data loss or privacy breaches caused by failure to back up or remove data.

11. Legal Terms

This policy applies only to purchases from UGREEN official channels. If it conflicts with the return policy of your purchase channel, the channel’s policy prevails.

If there is a conflict with mandatory local consumer protection laws, local laws apply.

UGREEN reserves the right to update this policy in line with business or legal changes. Updates apply to orders and requests submitted after the new policy is published.