Refund Policy

At UGo, we stand behind the quality of our products. If you're not completely satisfied with your purchase, we're here to help.

You may be eligible for a refund if:

• Your order was damaged during shipping
• You received the wrong product
• The product is defective or of poor quality
• Your order never arrived
• You request a refund within 30 days of delivery (for unopened items)

The following items are not eligible for refunds:

• Opened or partially consumed products (unless defective)
• Products purchased more than 30 days ago
• Items marked as final sale or clearance
• Gift cards

To request a refund, please follow these steps:

• Contact us at hello@ugo.com within 30 days of delivery
• Include your order number and reason for the refund request
• If applicable, attach photos of damaged or defective products
• Our team will review your request within 2 business days

Once your refund is approved:

• Refunds will be issued to your original payment method
• Processing takes 5-7 business days
• Your bank may take additional time to post the refund to your account
• You will receive an email confirmation when the refund is processed

If you'd like to exchange a product for a different flavor or variety, please contact us. We'll do our best to accommodate your request, subject to product availability.

Original shipping costs are non-refundable unless the return is due to our error (wrong item, defective product, etc.). Return shipping costs are the responsibility of the customer for change-of-mind returns.