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.
1. Price Match Promise (Guarantee) Confidence in Best Price:
Shop with the assurance that you are getting the best price directly from NAS Ugreen official website. If, within 30 days of your order being placed, you find the identical model currently advertised on the official Ugreen 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 NAS website (e.g., nas.ugreen.com).
-The product must be purchased via Ugreen NAS official website and It cannot be reconditioned (refurbished), used, damaged, open-box, a "clearance" item, or a demonstrator/show model.
3. 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 international shipping from overseas, which may incur additional shipping fees, duties, or import taxes.
-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 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
- Contact telephone number
Returns Procedure
- Contact the Ugreen customer service team by email at service.nas@ugreen.com
to obtain a return shipping address, 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.
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You may either ship the package using your preferred carrier at your own expense, or (if we provide one) use the prepaid shipping label included with your order.
- Properlypack 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 afterreceiving 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 defective items, we will refund the full purchase price, including any original shipping charges you paid. For non‑defective returns, the original shipping and handling fees are non‑refundable, and you are responsible for the cost of return shipping.
Return shipping cost
1. Change-of-mind returns
We do not provide a return shipping label. You are responsible for covering the return postage costs.
2. Products with manufacturing defects
We will provide a prepaid return shipping label via email, and you will not be charged for shipping. Please contact our customer service team to initiate the process.
3. Bundle returns
If you wish to return a bundle item for non-defective reasons, please send it back in the same package as the NAS unit.
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.
Please double-check your returns before shipping. Ugreen will not be held responsible for the return of non-Ugreen products.
Company Name：America Ugreen Limited
Company Address：108 West 13th Street, Wilmington Delaware 19801, United States
Please note that the above warranty policy is only valid for products purchased at https://nas.ugreen.com/