Returns

We want you to enjoy your purchase from us but we understand there may be circumstances that you wish to return an item. In the first instance, we ask that you contact the Ugot Online Customer Services Team to inform us of your intentions to return a purchase. 

You can either email us at customerservices@ugotonline.co.uk or call us on 023 8025 3399

Monday to Friday 9.00 - 18.00
Saturday - Closed
Sundays and UK Bank Holidays - Closed

Ugot Online (Ugot Ltd) will accept the return of your online purchase provided the following conditions are met.

Goods Returned - Not Faulty.
These may be returned within 7 working days of the date of receipt by you of the goods. The cost of the return delivery charge under these circumstances is to be paid directly by the customer. We request that all goods be returned in an “AS NEW” condition complete with packaging and all accessories. Unfortunately, goods which do not comply with this condition may be subject to a handling charge. 

Where goods are returned in accordance with this provision, we will happily reimburse any money already paid by you, excluding any delivery costs incurred by us. We will usually refund you what you paid for the goods but not for the delivery charges except in cases where the order was cancelled under the UK Distance Selling Act or the item was faulty.

WE RECOMMEND THAT YOU RETAIN THE ORIGINAL BOX AND PACKAGING FOR A MINUMUM PERIOD OF 12 MONTHS.

Faulty Goods - What to do should the Unit Arrive Faulty. 

We will happily exchange this for a replacement unit or issue you with a full refund or credit as soon as possible. Please inform us within 24 hours of receipt if the item is damaged by email to customerservice@ugotonline.co.uk You will be issued with a returns authorisation number.

Product Develops a Fault.
If the product develops a fault within its warranty period  (most products have a 12 month warranty period) please email us with your problem and we will make contact within 24 hours to talk the fault through. Many times what appears to be a fault can be rectified after talking to one of our staff. This then prevents the inconvenience of returning the product to us and being without it. If we are unable to resolve the problem we will organise with you to return the product for repair.

Goods sent back to us or collected as faulty but found to be fully working will be returned to you but carriage charges will be at your expense and payment required before the item is returned. Please telephone us first on 023 8025 3399 before returning an item with a suspected fault

The method of return delivery service must be of an equivalent standard as the original despatch (Special Delivery, First Class post, national courier etc.). It is the customer's responsibility to ensure returned items are covered by sufficient insurance to cover their value and packaged appropriately to ensure their safe transit.

Our returns address is:

Ugot Ltd
94b Winchester Road
Chandlers Ford
Hampshire
SO53 2GJ

In the event that goods are delivered which are faulty or have suffered damage in transit, Ugot Online will exchange this for an identical replacement or provide a full refund or credit to the same amount as soon as possible.

Personal Returns.
Should you wish to personally return any items to Ugot Online, and then we ask that you contact us first to arrange a mutually convenient time. Our returns address for personal callers is the same as detailed above.

Warranties and Guarantees.
Please refer to our section on this website covering Warranties and Guarantees.

Complaints Procedure.
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter.

Please contact our Customer Service representatives on 023 8025 3399, or customerservice@ugotonline.co.uk by post at:

Ugot Ltd
94b Winchester Road
Chandlers Ford
Hampshire
SO53 2GJ