ULIKE GLOBAL RETURN AND REFUND POLICY (“RETURN AND REFUND POLICY”)
Last updated: April 1st, 2025
At Ulike, your satisfaction is our top priority. That's why, in addition to your statutory rights, we are proud to offer a 100-day hair-free money-back guarantee when you purchase any Ulike IPL device from this Website (“Product”). If, within 100 days of your purchase from our official Website, you are not satisfied with the product or the results, you may return it for a refund.
1
Statutory right of EU/UK consumers to return Products within 14 Days
1.1
For UK/EU consumers (refers to consumers residing in the UK/EU, hereinafter the same), for most Products bought on this Website, you have statutory right to change your mind without giving us a reason within 14 days and return the Product(s) and receive a refund. This 14-day cancellation period will expire 14 days after the day you (or someone on your behalf) receive:
(A)
the Product(s); or
(B)
the last Product(s) (if you ordered multiple Products in one order and they are being delivered separately).
1.2
This right to change your mind does not apply to: (i) the Products which are customised, bespoke or personalised (for example, when Product has been engraved or otherwise personalised; or (ii) Products or accessories sealed for health protection or hygiene purposes, once these have been unsealed after you receive them (for example, razors and goggles). For instance, where you purchase a Product from us that is eligible for return and refund, and it includes accessories that have been sealed for health or hygiene purposes, you may still return the main Product and receive a refund for it, even if the accessories have been unsealed. We may request that you do not return any unsealed accessories that were sold as part of the Product. However, these exceptions do not limit your legal rights if your Product is defective.
2
100-Day Money-Back Guarantee
2.1
To help you make the most of your Product, we encourage you to follow the recommended usage stated in the Product manual for at least one month before considering a return. As each individual is unique and the effects of IPL differ based on hair colour and skin tone, you should refer to the suitability chart on our Website before your purchase and may also wish to consider extending your personal trial period to the full 100 days.
2.2
In addition to your statutory rights in Section 1 above (where applicable), we are proud to offer a 100-day money-back guarantee of our Products, if you are not completely satisfied with your Product (“100-Day Money-Back Guarantee”). You may return your Product for a refund, provided the following conditions are met:
(A)
the Product must have been used for at least one month from the date of receipt. This guarantee does not apply if the Product has been used for less than one month;
(B)
the Product must have been used in accordance with the recommended usage instructions stated in the Product manual. This guarantee does not apply if the recommended usage has not been followed;
(C)
the 100-Day Money-Back Guarantee period will expire 100 days after the date of your purchase; and
(D)
this guarantee shall not apply if your Product has been purchased through clearance or final sales promotions on our Website.
3
Process of Return
3.1
We only handle return requests for the Products purchased from our Website. If you bought a Product from Amazon, Shopee, or other authorised retailers, please contact the respective retailer to raise a return request.
3.2
The Product you wish to return shall be in the same condition as when you received it. This means undamaged and with the original packaging. Failure to meet these conditions may result in the reduction of the amount of refund or refusal of your return request, in accordance with our Refund Criteria set out in Section 6 below and to the extent permitted by applicable law.
3.3
To request a return and refund for your Product, please contact our customer service team at uk.support@ulikeglobal.com or submit a Return Authorisation Form, and include the below details in your request:
3.4
When warranty service involves the replacement of a Product or its parts, the original Product or parts will become Ulike’s property and the replaced Product or parts will become your property.
4
How to Obtain Warranty Service?
4
You may request warranty service by contacting our customer service team at uk.support@ulikeglobal.com or submit a Product Defect Form. Please ensure that your request contains the below information:
(A)
a valid proof of purchase – acceptable forms of proof include a receipt indicating the purchase date of the Product, or a comparable sales document;
(B)
the relevant order number, Product model and Product serial number;
(C)
your specific request, for example the quantity of Products you would like to return, whether you request a refund or Product exchange, and the desired colour and model if you request an exchange;
(D)
clear photos of the Product with sufficient details for us to assess its condition;
(E)
if you request a return under our 100-Day Money-Back Guarantee:
(1)
your reason of dissatisfaction
(2)
your hair colour of treatment area and skin tone;
(3)
the length of time, frequency and intensity level of your usage;
(F)
your contact details;
(G)
your preferred return shipping method:
(1)
you may choose to return the Product to Ulike using the service provided by our designated shipping partner, in which case we will send you a pre-paid shipping label and deduct the relevant costs from the refund in accordance with our Refund Criteria set out in Section 6 below; or
(2)
you may also choose any other shipping method that is convenient for you, in which case you shall arrange the shipment and pay the shipping service provider directly and provide Ulike with a valid tracking number;
(H)
you may also choose any other shipping method that is convenient for you, in which case you shall arrange the shipment and pay the shipping service provider directly and provide Ulike with a valid tracking number;(H)if you have kept the original packaging, include clear photos showing its condition; or if the original packaging is not available, specify this in the request email or the “description” section of the Return Authorisation Form for further assessment.
3.4
You must return your Products to us within 14 days of your return request made in accordance with Section 3.3 above.
3.5
We will send a pre-paid shipping label to your address for you to return the Product. Please include all items that were in the original packaging.
4
Damaged Products
4.1
Our Products undergo thorough inspection before they are shipped to customers to ensure the highest quality. However, there may be instances where the Products are damaged during shipping or due to other unforeseen circumstances.
4.2
If you receive a Product which is damaged, broken or stained, please refrain from using it and take a photo of the original status of the Product upon delivery for evidence. Please send the photo to our customer service team at
4.3
Please return the damaged Product to help us identify and rectify the issue to prevent any recurrence.
4.4
This process for damaged Products does not affect your rights under the applicable law in respect of any Products which are of unsatisfactory quality, not fit for purpose or not as described, nor your rights under any warranty we provide for the Products.
5
Free Gifts and Promotional Offers
5.1
We occasionally offer promotional offers and free gifts with purchase. Please carefully read the terms and conditions of the promotions to learn about any special rules for return and refund.
5.2
In principle:
(A)
if you would like to return a Product for which you received a free gift, you must also return the free gift in order to receive a refund for your Product, unless otherwise specified in the terms and conditions of the promotion;
(B)
(B)if you would like to return a Product sold as part of a promotional bundle package, the amount of refund will be calculated in accordance with the terms and conditions of the promotion. For example, if you return a Product purchased as part of a promotional bundle (e.g., “Buy 2, Get 1 Free”), all items within the bundle must be returned to receive a full refund. Partial returns are not permitted, unless otherwise specified in the terms and conditions of the promotion.
6
Refund Criteria
6.1
We guarantee 100% full refund of the order value for the below circumstances (including standard delivery cost (if any), but excluding express shipping cost or other ancillary or third party services that have been used by you, such as IPL reminder or shipping insurance), without any charges, and will bear the shipping cost if you choose to send the Product back to Ulike using our designated shipping method for:
(A)
purchase orders canceled before being shipped to the customer;
(B)
Products received in incorrect model or colour (not based on personal subjective feelings) and not used.
(C)
damaged Products that are damaged, broken or stained upon delivery and reported to us within 7 days upon delivery.
6.2
Returns pursuant to your 14-day statutory cancellation right set out in Section 1 (if applicable):
(A)
If you change your mind within 14 days upon delivery of the Product, we will refund you the price you paid for the Product including standard delivery costs (if any). Please note that express shipping cost is not refundable.
(B)
We may reduce your refund of the price (excluding standard delivery costs, if any) to reflect any reduction in the value of the Product, if this has been caused by your handling of the Product. For example, where the Product, its packaging, accessories, manuals, cables are missing, damaged or stained.
(C)
If you choose to send the Product back to Ulike using prepaid service provided by our designated shipping partner, we will deduct the standard return shipping cost from the refund.
(D)
We will issue your refund without undue delay, and in any event, within:
(1)
14 days after the day we receive the Products back from you; or
(2)
(if earlier) 14 days after the day you provide evidence that you have returned the Products;
6.3
For returns pursuant to our 100-Day Money-Back Guarantee:
(A)
Returns will not be accepted if:
(1)
the original Product, accessories, manuals, cables, or any other items originally provided with the Product are missing or damaged;
(2)
the Product exhibits physical damage or obvious misuse by the user; or
(3)
the Product appears stained (scratches, food or oil stains, etc.).
(B)
To ensure swift and hassle-free handling of your request, minimize unforeseen expenses, and responsibly evaluate and recycle returned items, we will apply a return fee of 5% of the total original order value, which we will deduct from your refund which is otherwise due under our 100-Day Money-Back Guarantee.
(C)
We will issue your refund under our 100-Day Money-Back Guarantee as soon as we confirm that your returned Product meets the relevant return criteria. Please allow 10 to 15 business days for the refund to be reflected in your bank / payment account (the processing time may vary depending on your bank / payment service provider). If you have not received the refund beyond this period, please kindly check with your bank / credit card company / payment service provider first to see if there is a processing delay, before reaching out to our customer service team.
6.4
All refunds will be remitted to your original payment method, unless you have expressly agreed otherwise. We may withhold reimbursement until we have received the Products back or you have supplied evidence of having sent back the Products, whichever is the earliest.
7
Order Cancellation
7.1
You are free to cancel your order before the Product has been shipped to you.
7.2
Cancellations submitted after the Product has been shipped to you will be treated as returned requests, and dealt with in accordance with this Policy.
8
Price Match
8.1
If you placed an order on this Website and find a lower price for the same Product of the same model and colour within 7 days upon delivery of the Product, you may be eligible for a price adjustment.
8.2
Products in clearance, final sale or promotional packages are not eligible for price match adjustments.
8.3
To request the price match adjustment, please contact our customer service team at
9
Fair Use
9.1
If we notice an unusual pattern of returns activity that doesn't seem right, for example, if we suspect someone is ordering and returning repeatedly within a certain period of time, we reserve the right to refuse the relevant requests to the extent permitted by law and take other necessary actions such as deactivating the relevant user account.
9.2
If you think we have made a mistake with this decision, please get in touch with our customer service team and they will be happy to discuss it with you.
