Returns & Exchanges

We want customers to receive the correct product for their vehicle. Please check the product description and vehicle compatibility information carefully before placing an order.

Nothing in this policy limits any mandatory consumer rights available under applicable law.

30-DAY RETURN PERIOD

Customers may request a return within 30 calendar days of receiving the product.

To request a return, contact our customer service team before sending the product. After receiving return instructions, the product should be dispatched to the authorised return centre within 14 days.

Returns sent without prior authorisation may be delayed or refused.

ORDER CANCELLATION

Orders may be cancelled for a full refund before they have been processed or dispatched.

Once an order has been dispatched, it cannot be cancelled in transit. The customer may request a return after receiving the order in accordance with this policy.

CHANGE-OF-MIND RETURNS

For returns where the product is not faulty, incorrect or damaged:

The product must be returned with its original packaging, cables, accessories, manuals and supplied components.
The product must not be damaged, modified or repaired.
The customer is responsible for the return shipping cost.
We strongly recommend using a tracked delivery service.
Any express delivery surcharge paid above the cost of standard delivery is non-refundable.
Customs duties, import charges and other costs resulting from an unauthorised or incorrectly declared return may be deducted from the refund where permitted by law.

Customers may inspect a product as reasonably necessary. Installation, modification or use beyond what is required to inspect the product may reduce its value. Where permitted by law, a reasonable deduction may be made for loss of value caused by unnecessary handling, installation damage, missing components or modification.

INCORRECT, DAMAGED OR FAULTY PRODUCTS

If you receive an incorrect product, visible shipping damage or a product that appears to be faulty, please contact us as soon as possible and provide:

Your order number;
A description of the problem;
Clear photographs or a short video showing the issue;
Photographs of the packaging and shipping label where applicable; and
Your vehicle model, production year and original multimedia system where relevant.

Our technical support team may provide troubleshooting instructions to determine whether the issue relates to the product, wiring, configuration, compatibility or installation.

If the product is confirmed to be incorrect, damaged on arrival or faulty, we will provide an appropriate remedy, which may include technical assistance, replacement parts, repair, replacement or refund, depending on the circumstances and applicable consumer rights.

Where the return is required because the product is faulty, incorrectly supplied or not as described, UGODE will cover reasonable authorised return shipping costs. Please do not arrange an expensive return service without our prior approval.

COMPATIBILITY RETURNS

Customers are responsible for checking the vehicle model, production year and original multimedia system before ordering.

If you are unsure about compatibility, please contact us before purchase and provide a photograph of the original dashboard or multimedia system.

If we supplied a product based on incorrect or incomplete vehicle information provided by the customer, the return may be treated as a change-of-mind return. If we recommended and supplied an incompatible product after receiving complete and accurate vehicle information, we will arrange an appropriate replacement or refund.

EXCHANGES

If you would like to exchange a product for a different compatible version, please contact us within the 30-day return period.

Any price difference and applicable delivery costs will be confirmed before the replacement is dispatched.

RETURN PROCEDURE

Contact us at harvie@ugode.com and provide your order number and reason for return.
Wait for return confirmation and shipping instructions.
Pack the product securely with all supplied accessories and components.
Use the return address and customs instructions provided by our customer service team.
Send us the tracking number after dispatch.

Do not return products to the address printed on the original shipping label unless instructed to do so.

AUTHORISED RETURN CENTRE

316–318 Zhongxi ECO
Shuiku Road, Xixiang, Bao’an
Shenzhen, Guangdong 518102
China

Please contact customer service before returning any product.

REFUNDS

Returned products will be inspected after arrival.

Once the return has been accepted, the refund will be issued to the original payment method. Please allow up to 7–10 business days for inspection and processing after the return reaches us.

Refunds will be issued without undue delay and, where required by applicable law, within 14 days after we receive the returned product or valid evidence that it has been sent.

The time required for the refund to appear in the customer’s account may depend on the bank, card issuer or payment service provider.