At UGREEN PK, your complete satisfaction is our highest priority. This Returns & Exchange Policy is designed to provide you with a clear, fair, and efficient process for your purchases. Please read the following terms and conditions carefully.

1. Policy Scope & Eligibility Period

UGREEN PK offers a 7-day return and exchange policy, effective from the date of purchase/delivery confirmation. This policy is strictly limited to this 7-day window. We are unable to process any requests initiated after this period.

Fundamental Eligibility Condition: Please note that this policy applies exclusively to products that are sealed, unopened, and in their original packaging. Once a product’s seal is broken or the packaging is opened, it is no longer eligible for a return or exchange under this policy. Defective products are handled under our separate Warranty Policy.

2. Conditions for Return & Exchange

To qualify for a return or exchange, the product must satisfy all of the following conditions:

- Sealed & Unopened: The product must be in its original, sealed condition with all manufacturer seals, stickers, and packaging completely intact and unbroken.
- Original Condition: The item must be unused, undamaged, and in the same state as you received it.
- Complete Packaging: The product must be returned in its original retail box or packaging, including all accessories, manuals, documentation, and any free gifts that were part of the offer.
- Proof of Purchase: A valid proof of purchase (original invoice or receipt) must be provided.

3. Valid Reasons for Return/Exchange

You may initiate a return or exchange request within 7 days for the following reasons:

- You changed your mind about the purchase.
- You ordered the wrong product or model by mistake.
- The product is sealed but arrived with damaged outer packaging.

4. Non-Returnable Items & Exceptions

The following categories of products are not eligible for return or exchange:

- Any product with a broken seal or opened packaging.
- Software, digital products, or activated license keys.
- Products specifically marked as “Non-Returnable” on their product page (e.g., Power Banks).
- Products that are damaged due to misuse or improper handling after delivery.

5. Detailed Return Process

To ensure a smooth process, please follow these steps:

Step 1: Initiate Request & Get Authorization

- Contact our Returns Department within 7 days of purchase via:
  - Email: [email protected]
  - Phone/WhatsApp: 0333-1777611
- Provide your Order Number, product details, and the reason for the return/exchange.
- Our team will verify your eligibility and provide official return authorization and the designated service center address.

Step 2: Product Return

- Securely pack the sealed and unopened product in its original packaging.
- Include all accessories and a copy of the invoice.
- Clearly write your Order Number on the outside of the package.
- Ship the product to our provided service center address. We recommend using a trackable shipping service.

6. Return Shipping Costs

- Customer Responsibility: If the return is due to a change of mind or wrong order placed by the customer, the return shipping costs will be borne by the customer.
- UGREEN Responsibility: If the return is a result of an error on our part (e.g., we shipped the wrong product), we will cover all return shipping costs. Our team will provide a prepaid shipping label or other instructions in such cases.

7. Processing & Resolution

Upon receipt of the returned product at our service center, our quality assurance team will inspect it to verify that it is sealed, unopened, and complete.

- Approved Request: Once verified, we will process your request within 3-5 business days.
  - For Returns: A refund will be issued to your original method of payment. Please allow 7-10 business days for the refund to be reflected in your account.
  - For Exchanges: The requested replacement product will be shipped to you at no additional shipping cost.
- Rejected Request: If the returned product does not meet the conditions (e.g., opened, used, or missing parts), it will be shipped back to you at your expense, and no refund or exchange will be processed.