Buyer Protection

At Ugreenlab, we are committed to a safe and transparent shopping experience. This page explains how we protect your purchase, handle shipping issues, and manage returns or refunds. If you have any questions, our support team is ready to help.

Secure Checkout and Payments

We accept Visa, Mastercard, American Express, and PayPal. All payments are processed securely by Stripe and PayPal. We never see or store your full card numbers. Payment is taken when the order is placed. We do not offer "buy now, pay later" services such as Afterpay or Klarna. If a payment is declined, please try another card or PayPal, or contact us for assistance.

Shipping and Delivery

We offer free standard tracked shipping to every country we serve, with no minimum order value. Prices are shown and charged in your local currency.

• Processing: Orders are processed within 1-3 business days. During this time, we place the order with our supplier partner, who packs it and hands it to the carrier.
• Delivery Times: Most orders arrive within 7-15 business days of the order date. In some countries and remote areas, delivery may take up to 20 business days.
• Tracking: You will receive a tracking number via email when your order ships. Please note that tracking updates may take 2-3 business days to appear after dispatch. Signed-in customers can also view their orders under Account > Orders.
• Multiple Parcels: If your order contains several items, they may arrive in separate parcels.

Please check your shipping address carefully before placing an order. We are not responsible for parcels sent to an incorrect address entered by the shopper. Not every product can be shipped to every country. If an item in your order cannot be delivered to your address, we will inform you within 1 business day and refund that item in full.

Customs and Taxes

In many countries, VAT or GST on imports is included in the price shown. In some countries (for example, Canada), sales tax is shown and added at checkout. For other destinations, any import duties or taxes are set and collected by the destination country upon delivery.

If Your Order Does Not Arrive

If your order has not arrived after 20 business days from the order date, please contact us. We will either re-send the item or provide a full refund. To make a claim, email us at [email protected] with your order number.

Returns and Refunds

Change of Mind: You may return unused items in their original packaging within 14 days of delivery. Items that are used, assembled, have broken hygiene seals, or are personalised are not returnable for change of mind. To start a return, email us with your order number. We will reply within 1 business day with return instructions and the return address, which may be in another country. You are responsible for return postage costs for change-of-mind returns. There is no restocking fee. We do not offer exchanges; please return the item for a refund and place a new order.

Faulty, Damaged, or Wrong Items: If an item is faulty, damaged, or not as described, email us within 14 days of delivery with your order number and photos. We will provide a full refund or send a replacement at no cost to you.

Refund Timing: Refunds are processed to the original payment method within 3 business days after the return arrives. Please allow 5-10 business days for your bank or PayPal to show the funds.

How to Contact Us

We reply to all inquiries within 1 business day. You can contact us by email at [email protected] or via the contact form. We do not have a published phone line. When writing about an order, please always include your order number.

Your Consumer Rights

The mandatory consumer protection laws of your country always apply in addition to these policies. Ugreenlab is operated by HYGGO PTY LTD.