Returns, Refunds & Cancellation Policy

We want you to be completely satisfied with your purchase. If you’re not, here’s how we can help:

Returns

  • Items can be returned within 30 days of delivery.

  • Returned goods must be in original condition, with tags/labels intact, and returned in original packaging.

  • Parts & Accessories must not have been previously installed or used.

Return Postage

  • Buyer is responsible for return postage costs, unless the item is:

     

    • Faulty

    • Incorrectly shipped

     

  • In these cases, we’ll issue a prepaid return label.

How to Return an Item

  1. Contact us at hazel@ugo-leisure.co.uk or call 01925 394177.

  2. Include your name, address, and order number in the parcel.

  3. Await return authorisation and instructions.

Refunds & Exchanges

  • Full refunds offered for items returned within the 30-day window.

  • Refunds will be issued to the original payment method.

  • Exchanges or repairs are offered for faulty goods.

  • Items returned after 30 days may be subject to a deduction of the original postage cost.

  • Please allow up to 5 working days after we receive the item for processing.

Cancellation Policy

  • You may cancel your order within 14 days of receiving the item.

  • You then have another 14 days to return it to us.

  • A full refund will be issued provided the item is unused, undamaged, and complete.

  • The customer is responsible for return postage.

Exceptions & Conditions

  • Refunds may be reduced for:

     

    • Items that are used, damaged, or missing parts

    • Items damaged in transit due to inadequate return packaging

     

  • Faulty items will be tested upon return. If found to be fully functional:

     

    • We reserve the right to deduct both return postage and original postage from the refund.

     

  • All items are covered by the manufacturer’s warranty. Faulty items may be repaired, replaced, or refunded accordingly.