Refund policy
Last updated: 30th Jul 2026
At UggaZ, every item ships directly from our fulfillment partners in China. Because we ship internationally, please read this policy carefully before requesting a return.
If you are shopping from the European Union, you have additional statutory rights — see the EU section near the bottom of this page. Where EU law gives you more than this policy does, EU law wins.
Before You Return Anything
Please contact us first. Do not ship any item back to us before reaching out to hi@uggaz.com. Returns sent without prior authorization may not be eligible for a refund or replacement, and we are not responsible for items lost in transit back to us.
Email us within 14 days of delivery with:
- Your order number
- A description of the issue
- Photos of the item (required for damaged, defective, or incorrect items)
You can also reach us by DM on Instagram @hi.uggaz, or on WhatsApp at +86 133 2194 4913.
Eligibility
To be eligible for a return, your item must be:
- Unused and in the same condition you received it
- In its original packaging
- Reported to us within 14 days of delivery
Non-Returnable Items
Except where the item is damaged or defective, and except where EU withdrawal rights apply, the following cannot be returned or refunded:
- Made-to-order or custom items
- Gift cards
How We Resolve Issues
Once we receive your return request, we will review it and respond within 2–3 business days. Depending on the situation, we may offer, at our discretion:
- A replacement item
- Store credit
- A partial or full refund
- Instructions for returning the item, if applicable
Because we ship from overseas, we often do not require the item to be physically returned — international return postage frequently costs more than the item itself. We will tell you directly which applies to your order.
Return Shipping Costs
If a physical return is required, you pay the direct cost of returning the item to us — unless the item arrived damaged, defective, or incorrect due to our error, in which case we cover it.
Damaged or Defective Items
If your item arrives damaged or defective, contact us within 14 days of delivery with photos of the issue. We will work with you to make it right as quickly as possible.
Refunds
If a refund is approved, it will be issued to your original payment method within 5–10 business days. Please note your bank or card provider may take additional time to process and post the refund.
If you haven't received a refund within the expected timeframe, please check your bank account again, then contact your card provider — processing times vary. If you've done this and still have not received it, contact us at hi@uggaz.com.
Original Shipping Costs
For a standard return or exchange, the original shipping cost you paid is not refunded.
There are two exceptions, where we do refund it:
- The item arrived damaged, defective, or incorrect due to our error
- You are exercising a statutory right of withdrawal under EU law (see below)
For Customers in the European Union
If you are a consumer in the EU, you have a statutory right of withdrawal. You may cancel your purchase within 14 days, for any reason, without giving one.
The withdrawal period. It expires 14 days from the day you — or a third party you name, other than the carrier — take physical possession of the goods. If your order arrives in more than one shipment, the period runs from the day you receive the last item.
How to withdraw. Tell us clearly, before the 14 days are up, that you wish to withdraw. Email hi@uggaz.com. You may use the model withdrawal form below, but you do not have to — a plain email is enough. What matters is that you send the message before the deadline.
Sending the goods back. After you tell us, you have a further 14 days to send the goods back. In many cases we will not ask you to send anything back at all; we will confirm this when you contact us.
Return costs. You bear the direct cost of returning the goods.
Your refund. We refund all payments received from you, including the standard outbound delivery cost. If you chose a delivery option more expensive than our standard one, we refund the standard rate. We issue the refund within 14 days of being informed of your decision, using the same payment method you used, at no charge to you. We may withhold the refund until we have received the goods back, or until you supply evidence that you have sent them, whichever is earlier — unless we have told you not to send them back.
Value reduction. You are liable for any reduction in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning.
Discounted items. The right of withdrawal applies to sale and discounted items exactly as it does to full-price items.
Exceptions. The right of withdrawal does not apply to goods made to your specifications or clearly personalized, or to the other categories listed in Article 16 of Directive 2011/83/EU.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Cheese Limited, No. 5, 17/F, Strand 50, 50 Bonham Strand, Sheung Wan, Hong Kong — hi@uggaz.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
- Goods ordered on / received on:
- Name of consumer:
- Address of consumer:
- Order number:
- Signature (only if this form is notified on paper):
- Date:
Contact Us
Questions about your return? Reach out anytime.
Email: hi@uggaz.com
Instagram: @hi.uggaz
Website: uggaz.com
UggaZ is operated by Cheese Limited (BRN 75613949), registered in Hong Kong SAR. UggaZ reserves the right to update this policy at any time; changes will be posted on this page. Nothing in this policy limits any statutory right you have under the law of your country.