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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. 


All payments made through this website are processed securely in accordance with applicable Visa and Mastercard requirements. By placing an order, you confirm that you are authorised to use the payment method provided and agree to the applicable price, delivery, cancellation and refund terms displayed on this website.

All transactions are processed in GBP (£) unless otherwise stated. Any refunds will normally be returned to the original payment method used for the transaction.

These Terms & Conditions, and any dispute or claim arising from your use of this website or any purchase made through it, shall be governed by the laws of England and Wales and subject to the jurisdiction of the courts of England and Wales. Nothing in these terms affects your statutory rights as a consumer.