Terms of Use

Welcome to Ugreenlab. These terms explain how our online store works, from ordering and payment to shipping and returns. By using our website at ugreenlab.com and placing an order, you agree to these terms. We aim to be clear and fair to shoppers in every country we serve.

Who runs the shop

This online store is operated by HYGGO PTY LTD (ABN 26 680 569 653), located in Melbourne, Australia. We trade as Ugreenlab.

Product information and pictures

We try to show our products accurately. However, colours may look slightly different on your screen compared to real life. We reserve the right to correct any errors in product descriptions or pricing on the site.

Prices, currency and taxes

• We ship to the countries listed at checkout.
• Prices are shown and charged in your local currency.
• For 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.
• In other locations, any import duties or taxes are set and collected by your country upon delivery.

Orders and acceptance

When you place an order, we send a confirmation email. This does not always mean we have accepted the order yet. We accept your order when we dispatch the items. If an item cannot be shipped to your address, we will tell you within 1 business day and refund that item in full.

Payment

We accept Visa, Mastercard, American Express and PayPal. Payments are processed securely by Stripe and PayPal. We never see 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.

Shipping and delivery

We offer free standard tracked shipping to every country we ship to, with no minimum order value.

• Processing: 1-3 business days. We place the order with our supplier partner, who packs it and hands it to the carrier.
• Delivery time: Most orders arrive within 7-15 business days of the order. Some countries and remote areas may take up to 20 business days.
• Tracking: A tracking number is emailed when the order ships. Tracking can take 2-3 business days to update after dispatch. Signed-in customers can also view orders under Account > Orders.
• Multiple items: Orders with several items may arrive in separate parcels.
• Address accuracy: Please check your shipping address carefully. We are not responsible for parcels sent to a wrong address entered by you.

If your order has not arrived after 20 business days from the order date, please contact us. We will re-send it or refund it in full.

For more details, please read our Shipping & Delivery Policy.

Returns and refunds

We want you to be happy with your purchase. Please read our Returns & Refunds Policy for full details.

• Change of mind: You can return unused items in their original packaging within 14 days of delivery. You pay the return postage. There is no restocking fee.
• Not returnable: Used or assembled items, items with broken hygiene seals, and personalised items cannot be returned for change of mind.
• Faulty or wrong items: Email us within 14 days of delivery with your order number and photos. We will refund in full or send a replacement at no cost to you.
• Refunds: Processed to the original payment method within 3 business days after the return arrives. Your bank or PayPal may take 5-10 business days to show the funds.
• No exchanges: Please return the item for a refund and place a new order.

Limitation of liability

To the extent allowed by law, Ugreenlab is not liable for any indirect or consequential losses arising from your use of our products or website. Our total liability is limited to the price you paid for the product.

Intellectual property

All content on this website, including text, images, logos and designs, is owned by Ugreenlab or our licensors. You may not copy or use this content without our permission.

Governing law

These terms are governed by the laws of Victoria, Australia. However, this never limits the mandatory consumer protection rights you have in your own country.

Changes to these terms

We may update these terms from time to time. The latest version will always be available on this page.

Contact us

If you have questions about these terms or your order, please contact us:

• Email: [email protected]
• Contact form: contact form

Please include your order number when writing about an order. We reply within 1 business day. We do not have a published phone line.