Exchanges & Returns
To begin the exchange or return process, please log in to your account or use the Exchanges/Returns Portal accessible through the link at the bottom of this page.
You may request an exchange or refund within 15 days of receiving your order.
We reserve the right to decline any returns that do not meet the conditions outlined below.
TERMS & CONDITIONS
- No exceptions: Items with removed or altered tags, visible signs of use (including odors, stains, pet hair, dirt, etc.), or any tampering are not eligible for return or exchange.
- Items returned in unacceptable condition will be returned to the sender without notice.
- A minimum 15% restocking fee may be charged for items requiring cleaning or restoration.
- Exchange/refund requests must be made within 15 days of receiving your order.
- Returned item(s) must arrive at our facility within 15 business days from return authorization issuance.
DOMESTIC ORDERS
- We cover outbound shipping for your first exchange.
- Customer is responsible for inbound shipping for exchanges or refunds, and all costs for subsequent exchanges.
- A prepaid UPS return label is available starting at $13. Final cost may vary depending on item count, size, and return location.
- We do not accept unauthorized returns or packages sent using a personal label. No exceptions.
- All returns/exchanges must be sent to our Los Angeles fulfillment center.
- Items should be sent in their original packaging. We are not liable for transit damage due to insufficient packaging.
- All items undergo inspection. Approved items will be exchanged or refunded promptly.
- If the exchange involves a price difference, customers will be charged or refunded accordingly.
- Refunds are issued to the original payment method. Non-refundable fees and shipping charges will be deducted.
INTERNATIONAL ORDERS
- We cover outbound shipping for your first exchange.
- Customers are responsible for all inbound and subsequent shipping costs.
- Prepaid return labels are not provided for international orders.
- Unauthorized returns will not be accepted.
- You may use your own label via Regular Post or National Postal Service. We strongly recommend insurance and tracking.
- COD (Cash on Delivery) shipments will be rejected.
- All returns/exchanges must be sent to our Los Angeles fulfillment center.
- Items should be in original packaging and clearly marked as “Returned Goods” with minimal USD value.
- All returned items will be inspected. Once approved, exchanges or refunds will be processed promptly.
- For items with a price difference, customers will be charged or refunded the difference.
- Refunds will be issued to the original payment method, minus all non-refundable fees, including import duties and VAT.
REFUNDS
- Original shipping fees, import duties, and brokerage fees are non-refundable.
- For domestic returns, a return label fee will be deducted from your refund.
- If your order included free promotional shipping or was part of an exchange, all associated shipping fees will be deducted.
- A restocking fee may apply for non-compliant returns. You will be notified before the amount is deducted.
FINAL SALE & CLOSEOUT ITEMS
- Final Sale or Closeout items are not eligible for refunds.
- They may qualify for store credit or exchange, if stated in the product description.
QUESTIONS & SUPPORT
For special requests or further assistance, please contact us at sales@uglybrosusa.com.
By initiating a return or exchange, you agree to the terms above. These terms include the possibility of additional charges due to shipping, duties, restocking, or non-compliance. If you need clarification, contact us before proceeding.
