Returns and Refunds Policy
📄 Returns and Refunds Policy
Last updated: November 2025
At UGO, we are committed to providing you with high-quality digital products. This policy explains our refund conditions for our downloadable educational guides.
📥 Delivery of your Digital Guide
Immediate Access
- As soon as your payment is confirmed , you will automatically receive an email containing the download link for your guide in PDF format.
- The download is available instantly, 24/7.
- You can download your guide as many times as needed via the link provided in your email.
- Keep your confirmation email safe so you can access your product at any time.
Download problem?
If you do not receive your download email:
- Check your spam/junk mail folder
- Please verify that the email address provided during the order is correct.
- Contact us at contact@ugohair.com with your order number - we will send you the link as soon as possible.
❌ Refund Policy
General Principle
⚠️ IMPORTANT: No refunds are possible after the digital product has been downloaded.
Why this policy?
In accordance with current legislation:
- Article L221-28 of the French Consumer Code : The right of withdrawal does not apply to digital content supplied immediately after purchase with the consumer's prior consent.
- Once the PDF file is downloaded, you will have access to the full content of the guide.
- By confirming your purchase, you expressly agree to waive your right of withdrawal for this digital product.
Nature of the Product
Our guides are digital products :
- They are delivered instantly via download
- The content is accessible immediately and in its entirety.
- There is no possibility of a physical return.
- Once downloaded, the file remains in your possession.
✅ Exceptions and Special Cases
A refund may be granted only in the following situations:
1. Major Technical Problem
- The PDF file is corrupted or unreadable
- The file won't open despite using an up-to-date PDF reader.
- The file content is incomplete or missing
2. Our Error
- You received the wrong file (wrong language version)
- The product does not match the description shown on our website.
- Billing error (incorrect amount charged)
3. Before Downloading
- If you haven't downloaded the file yet
- And that you contact us within 24 hours of purchase
- We will be able to cancel the order and issue a full refund.
📝 Refund Request Procedure
If you believe you are eligible for a refund under the exceptions above, here are the steps to follow:
- Contact us quickly at contact@ugohair.com
-
Please include the following information in your email:
- Your order number
- The email address used for the purchase
- A detailed description of the problem encountered
- Screenshots if applicable (error message, corrupted file, etc.)
- Response time: We will review your request within 24-48 hours (business days)
- Decision: We will inform you of our decision by email.
- Refund: If accepted, the refund will be issued within 5-10 business days to the same payment method used for the purchase.
🛡️ Our Quality Commitment
We are committed to:
- ✅ Providing high-quality digital products
- ✅ We will deliver functional files that conform to the description
- ✅ Respond quickly to your questions and concerns
- ✅ Examine each application carefully and fairly
- ✅ Find a satisfactory solution in case of a legitimate problem
📞 Need help?
Our team is available to answer any questions you may have regarding your purchase or this policy:
📧 Email: contact@ugohair.com
⏰ Response time: 24-48 hours (business days)
💡 Tip: Before contacting us, check our FAQ page - you may already find the answer to your question there!
This policy may be modified at any time. The applicable terms and conditions are those in effect on the date of your order.