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. Our shipping country is Australia.

  1. Price Match Promise (Guarantee) Confidence in Best Price:
    Shop with the assurance that you are getting the best price directly from the Ugreen Australia official website (nas-au.ugreen.com). If, within 30 days of your order being placed, you find the identical model currently advertised on the official Ugreen Australia website at a lower price, we will refund you the difference.

  2. How to Claim:
    Simply contact our Customer Service team via the official website or live chat to initiate your claim. Please have the following information ready.
    Product Eligibility:

  • The product must be the exact same model (matching both product name and SKU) as the one sold on the official Ugreen Australia website (e.g., nas-au.ugreen.com).

  • The product must be purchased via the Ugreen Australia official website and It cannot be reconditioned (refurbished), used, damaged, open-box, a "clearance" item, or a demonstrator/show model.

  1. Exclusions (What is not covered?)
    Even if you are unsure, we encourage you to contact our customer support, and we will do our best to assist you. The following situations are typically excluded from the Price Match Promise:

  • Offers that include cashback, bonuses, bulk purchase discounts, quantity limits, or are part of a bundle/package deal. Offers not available to the general public (e.g., special member-only events, club discounts, membership promotions, or trade discounts).

  • Clearance sales, "seconds," refurbished, ex-demonstration, or display products.

  • Products sold by third-party sellers on online marketplaces, auction sites, or classified ad platforms (such as eBay or Gumtree).

  • Products supplied through unauthorized distributors or grey import channels.

  • Products that require shipping from Australia, which may incur additional shipping fees, duties, or import taxes. (Note: this clause is retained as per original wording, but since we now ship from Australia, such fees would typically not apply to domestic orders; please contact support for clarification.)

  • Advertised prices that are obvious pricing errors.

  • Products priced significantly below the Recommended Retail Price (RRP) or prevailing market price.

How long do I have to return or exchange my purchases?

You may return your purchase for a full refund of the purchase price or exchange your purchase within 30 days of receiving the product. Depending on product availability, items may be exchanged for an item of equal value.

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 (in Australia) 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 (within Australia)

  • Contact telephone number

Returns Procedure

  • Contact the Ugreen customer service team by email at service.nas@ugreen.com to obtain a return shipping address in Australia, 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.

  • Please choose your preferred logistics company at personal cost, or use the prepaid shipping label to mail the package (if applicable).

  • Properly pack the product to reduce potential damage while in transport. After shipping the product(s), please inform us by email.

  • 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

For products with manufacturing defects:

nas-au.ugreen.com (Australia) will be responsible for shipping fees. Contact our customer service staff to begin the return process. You will be provided with a prepaid shipping label via email. Print this label and use it to return the necessary items to Ugreen's Australian warehouse.

Products with no manufacturing defects:

You will be responsible for paying shipping costs associated with returning product(s) to our Australian address. Shipping costs are non-refundable.

If shipping items over $39 (AUD), consider using a shipping service that provides tracking, or purchasing shipping insurance. Otherwise, Ugreen cannot guarantee items are successfully returned to our Australian facility.

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.

Company Name：HONG KONG UGREEN LIMITED

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

Please note that the above warranty policy is only valid for products purchased at https://nas-au.ugreen.com/