UGVAN • CUSTOMER INFORMATION
If something is wrong with your order, contact Ugvan so the issue can be reviewed. Please check product-specific conditions before purchase.
Damaged, missing or incorrect items
Inspect your parcel on arrival. Send your order number, a description of the issue, clear product photos and packaging photos through the Contact page. Keep the product and packaging until support confirms next steps.
Live plants and natural variations
Plants can differ from photographs in size, shape and colour. Transit can cause temporary stress. Send photos if you are concerned about the condition on arrival so support can assess the issue.
Return eligibility
A fixed return window and product-by-product exclusions have not yet been published by the store. Ask support to confirm eligibility, deadlines, condition requirements and any return shipping cost before purchase. Do not send an item back without return instructions.
Refunds and replacements
Support will review the issue and confirm the available resolution and, where applicable, the refund amount, method and expected processing time. No standard refund processing period has yet been published. Payment-provider processing times can vary.
Cancellation or order changes
Contact support promptly with your order number. Whether a change or cancellation is possible depends on fulfilment status and the nature of the order. Ask for written confirmation; submitting a request alone does not confirm cancellation.
Custom and bulk orders
Confirm cancellation, return and replacement conditions for customised gifts, bulk orders and service bookings in writing before placing your order.
Your rights
These instructions do not remove rights available to you under applicable consumer law. Contact support if you need help with a disputed or unresolved order.
Need help? Contact Ugvan with your order number and enquiry. Never send passwords, OTPs or full payment card details.
