Exchanges & Returns
At uglyBROS USA®, we value your satisfaction with your purchase.
We offer you the flexibility to request an exchange or refund within 10 days of receiving your order.
To initiate the process, kindly log in to your account or utilize the Exchanges/Returns Portal via the link provided at the bottom of this page.
It's important to note that the returned item(s) must be in their original condition for us to accept them for exchange or refund. We reserve the right to decline any returns that do not meet the conditions outlined below. To make it easier for you, we encourage you to fill out an online return/exchange request. Please note that any returned items received without a request will not be accepted and will be returned to you.
CONDITIONS & PROCEDURE
We have a strict policy that prohibits us from accepting returns, exchanges, or refunds for items that have been altered, used, or exhibit any signs of wear and tear. This includes but is not limited to odors, pet fur, and dirt. We are unable to make any exceptions to this policy.
- No exchanges or refunds will be allowed for items with cut, removed, or tampered original tags. The item(s) will be returned to the original shipper without any exceptions.
- Please note that a restocking fee may be charged for items that need additional cleaning to restore them to their original condition.
- To request an exchange or refund, your item(s) must be unused, new, and in its original condition, including all tags and packaging, within 10 days of receipt.
- If you exchange an item for another with a different price, any price difference will be charged or refunded accordingly.
- In order to qualify for an exchange or refund, the original item(s) must be received by uglyBROS USA® within 15 business days from the date the return authorization is issued. If items are received after this period, they will only be eligible for store credit.
- Please note that you are responsible for the shipping costs of returning your item(s) to us. We do not accept packages shipped COD (Cash on Delivery), and they will be rejected.
- If you wish to receive a prepaid UPS return label for a single item, please be aware that an estimated cost of $13 will be charged to you before approval (costs may vary depending on the returning address). Please note that shipping rates may vary for non-contiguous 48 states.
- For exchanges, please be aware that an estimated additional fee of $13 (or a recalculated amount based on your address) will be charged separately for the service, and the prepaid label will be sent to you via email once payment is received. For refunds, an estimated additional fee of $13 (or a recalculated amount based on your address) will be deducted from the total refund amount.
- If you are returning multiple items, please note that the return label cost will be recalculated accordingly. In case you require a special case return label, kindly let us know, and we will try to accommodate your request.
- We will cover the standard shipping costs for the first exchange that we send to you. However, any additional shipping fees incurred after the first exchange will be the customer's responsibility.
- Please ensure that you return all items in their original packaging or a sturdy shipping box. Please note that we are not responsible for any damages that occur to the items during the return process.
- Once we have processed your return and exchange/refund request, we will send you an email notification with the details, including any additional payments due.
- Please note that we do not offer refunds for original shipping fees and associated domestic/international shipping costs, which include any duties, taxes, or brokerage fees incurred.
- In the case of orders with promotional free shipping or exchanged items, the original/additional shipping cost will be deducted from the total refund amount accordingly.
- Please be advised that the inspection of the returned products usually takes 48 to 72 hours from the date of receipt before we can determine their eligibility for exchange or refunds.
- Upon successful completion of the inspection process for your returned item(s), we will process your exchange or refund request within 24 hours, and we will send you an email notification to confirm
- Please note that items marked as Final Sale cannot be returned for a refund. However, these items may be eligible for store credit or exchange (only on close-out items). Final Sale items will be clearly marked in the product descriptions, usually associated with sale items.
FINAL SALE POLICY
Please note that items marked as Final Sale cannot be returned for a refund. However, these items may be eligible for store credit or exchange (only on close-out items). Final Sale items will be clearly marked in the product descriptions, usually associated with sale items.
If you have any queries or concerns regarding exchanges and returns, please reach out to our Sales Team at email@example.com. We will do our best to respond to your inquiries within 48 business hours.
uglyBROS USA EXCHANGES/RETURNS PORTAL