Refund and Returns Policy

At UvioLab, customer satisfaction is important to us. We want you to feel confident when shopping with us, and we aim to make resolving any issues as straightforward as possible.

Our 30-Day Money-Back Guarantee

Every order is covered by our 30-Day Money-Back Guarantee, starting from the day your order is delivered.

Faulty, damaged or not working? Email us at UvioLabSupport@gmail.com within 30 days of delivery with your order number and a photo or video showing the issue. Once we've confirmed the problem, we'll send you a full refund or a free replacement, whichever you prefer. You won't need to send the item back.

Changed your mind? Email us within 30 days of delivery with your order number and we'll send you return instructions and our return address. Once we receive the item back, we'll refund the price you paid for the product.

For change-of-mind returns:

• The item must be returned with all parts and accessories, in its original packaging where possible.
• Return shipping is paid by the customer. We recommend a tracked shipping service, as we can't refund items that don't reach us.
• For hygiene reasons, opened cleaning tablets can't be returned for change of mind.
• Please don't send items back without contacting us first.

Damaged, Faulty or Incorrect Products

If your product arrives damaged, faulty or different from what you ordered, please contact us with your order number, a description of the issue and photos or videos showing the problem.

Once we have reviewed the issue, we will arrange an appropriate remedy in accordance with our policy and applicable consumer protection laws. Depending on the circumstances, this may include a refund, replacement or another suitable resolution.

For faulty, damaged or incorrect items, you can keep the product without needing to send it back.

Refund Processing

Once your refund has been approved, it will be issued to your original payment method wherever possible.

Please allow approximately 10 business days for the funds to appear in your account, depending on your bank, payment provider and processing times.

You will be notified when your refund has been processed.

Late or Missing Refunds

If you have not received your refund after the expected processing period, please first check your bank account and contact your card issuer or payment provider.

If you still need assistance, contact our customer support team and we will help investigate.

Consumer Rights

Nothing in this policy excludes, restricts or replaces any rights or remedies available to customers under applicable consumer protection laws, including the New Zealand Consumer Guarantees Act 1993 where applicable.

Contact Us

If you have a question about a refund or need help with an order, please email UvioLabSupport@gmail.com or contact us through our website's contact page. We will do our best to assist you.