Refund Policy

We do not accept product returns. Our snacks are easy to open, and we cannot verify whether an item has been opened or consumed. However, we offer refunds when the product is damaged, defective, or when we have made an error.

Damaged, defective, or wrong product: Refund requests must be submitted within 3 days of delivery.

Order not arrived: If your order has not arrived within 14 business days of the estimated delivery date, please contact us so we can investigate.

Once an order is marked as delivered by the carrier, UGO Foods LLC is not responsible for lost or stolen packages. We recommend ensuring someone is available to receive your delivery or providing delivery instructions to secure your package. If your tracking shows "delivered" but you did not receive it, please contact the carrier first and check with neighbors or household members.

We may request additional information or allow time for the carrier to complete an investigation before issuing a refund.

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 (within the timeframe above)

We may offer partial refunds for certain situations at our sole discretion.

Due to the nature of our products, we cannot accept returns or offer refunds for change of mind, flavor preference, or similar reasons. We have no way to verify whether a product has been opened or consumed.

To request a refund, please follow these steps:

• Contact us at ugofoodshelp@gmail.com within the applicable deadline (3 days for damaged/defective/wrong product)
• 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 received the wrong product or a defective item, we may offer a replacement. Contact us to discuss your options.

Original shipping costs are non-refundable unless the refund is due to our error (wrong item, defective product, order never arrived, etc.).

We reserve the right to refuse refund requests that do not meet the conditions of this policy.