Guarantee and right of return
At Ulanzi, we always care about your experience as a customer and want to ensure you have no concerns about customer service. Should your Ulanzi product ever have a problem, we promise to take care of it. If we are unable to repair your product, we will promptly replace it with a working product in equal or better physical condition. If your purchase is a limited or discontinued edition Ulanzi product, we will repair it or replace it with another Ulanzi product of equal or greater value.
We guarantee all Ulanzi products against defects in materials and workmanship under normal use. Please note, however, that this guarantee does not apply to loss, theft, intentional damage or cosmetic damage.
Please refer to the table below for the warranty periods for the various products, as the warranty periods vary depending on the model.
Warranty timeline
| Products | Standard warranty period The standard warranty period is specified for each product. Some models may be eligible for an extended warranty. Please refer to the online product page or the item's invoice for the exact duration. |
| Ulanzi F38 Quick Release Travel Tripod 3131 Ulanzi Zero Y Carbon Fiber Lightweight Travel Tripod 3028 Ulanzi VideoFast Heavy Duty Video Tripod with Pro Fluid Video Head Ulanzi Falcam TreeRoot Quick Lock Travel Tripod R141K-320P | Lifetime Warranty (exclusively on the official Ulanzi website) |
| Other products | 1-year warranty |
contact
- Telephone number: +8618098963697
- E-mail address: support@ulanzi.com
30-day money-back guarantee for any reason
(Note: Only for orders on the official website!)
Undamaged products can be returned within 30 days of purchase for a full refund, regardless of the reason, except for corporate purchases/bulk orders, which may not be eligible for a refund (Note: Ordering more than 10 units of a product is considered a bulk order). If you request a refund or replacement, we will provide you with a return shipping label at no additional cost. (Currently only supported in Germany and the Czech Republic). Once the returned item arrives at the Ulanzi warehouse for inspection, the refund process will be initiated.
- Returns must include all accessories (for bulk orders that include discounted or free products, refunds can only be processed for the entire order. Customers may not issue separate refunds for individual products in a bundle deal).
- For non-quality-related warranty claims, the buyer is responsible for shipping costs (including cross-border and international shipping costs, if applicable).
- For quality-related warranty claims, Ulanzi will reimburse the cost of the product itself
- Returns may be refused if the items do not meet the above requirements.
Refund requests under the 30-day money-back guarantee expire 30 days after the warranty claim is opened.We cannot process refund requests for items that do not meet the quality standards and for which the 30-day warranty period has already expired. For purchases not made directly through Ulanzi online stores, please contact the retailers for a refund. For quality-related issues, see below.
How can I return an item?
1. Contact Ulanzi Customer Support (service@ulanzi.com) using the email address you registered for purchase and provide the following information:
- Order number:
- Registered email:
- Return Product Name & Quantity:
- Reason for return:
- Pictures or videos of products and intact packaging:
2. Ulanzi Support will process your return and refund request within one to two business days after receiving your email.
3. To ensure timely processing of the refund, please be sure to send a return confirmation to Ulanzi with the following information:
- Name of the courier service
- Tracking number
How long does it take to get a refund?
Refunds will be processed using the same method used for payment. The refund process will be completed within 3-7 business days, depending on your bank or credit card issuer.
The refund will be transferred back to the original payment account. If you have any special requests, please let us know in advance.
Lost parcel/parcel delivery
- Package status shows "in transit" for 7-15 days or less: This situation is normal, so please wait patiently or contact the carrier directly. If the package remains in transit for more than 15 days (excluding special products and remote countries), please contact us at Contact Ulanzi, and we will take the necessary steps to investigate the case with the carrier and ensure proper follow-up.
- Package arrives damaged: If you receive a damaged package, please contact us within 7 days of delivery at Contact Ulanzi. Claims submitted after this time cannot be accepted. You must provide photos or videos of both the outer packaging and the damaged products. We will contact you within 1-2 business days to assess the situation and then decide whether a replacement or refund is appropriate.
- Packet loss: If you suspect your package has been lost, please contact Ulanzi within 7 days of the expected delivery date. Unfortunately, we cannot accept any claims after this time. When you contact us, we require a detailed description of the situation. A member of our team will respond to your inquiry within 1 to 2 business days and, after reviewing the situation, will decide whether to resend the item or refund the amount.
Warranty claims for quality problems
All quality defects on items sold directly by Ulanzi are covered by a comprehensive warranty that begins from the date of purchase (see top of page for your product's specific warranty period).
Ulanzi's limited warranty is limited to the country in which the product was purchased. The limited warranty does not apply to items shipped outside the country of original purchase or directly from an authorized online purchase.
For items purchased from third-party platforms within the last 30 days, we recommend contacting the original seller for assistance. If you are unable to contact the original seller, please contact us.
For quality-related warranty claims, items will be replaced with a factory-refurbished model of equivalent value, if available; otherwise, a new item will be shipped. In situations where a replacement is not available or preferred, Ulanzi offers a partial refund based on the device's useful life.
The warranty for all replacement products is valid for the same period as the original defective product or for 3 months after replacement, whichever is longer. The warranty on products expires after a full refund.
Process:
- The buyer must provide sufficient proof of purchase
- Ulanzi must document what happens when the buyer troubleshoots the product
- The serial number of the defective item and/or visible evidence showing the defect are required.
- It may be necessary to send an item for quality control.
- For defective items that must be returned to Ulanzi, the warranty on the replacement item will be void if the incorrect item is returned to Ulanzi or if the defective item is not returned.
Valid proof of purchase:
- Order number for online purchases via Ulanzi
- Sales invoice
Please note that more than one type of proof of purchase may be required to process a warranty claim (e.g., bank transfer receipt and confirmation of the address to which the item was originally delivered).
Warranty claims for product defects expire 90 days after the warranty claim is initiated. We cannot process a warranty claim for items that have expired beyond the original warranty period or the 90-day warranty claim filing period, whichever is longer.
In the following cases, the shipping costs must be borne by the buyer:
- Return of products for any reason other than a proven defect
- Warranty claims for items that were transported outside the original country of purchase
- Accidental returns by the buyer
- Return of personal belongings
- Return of items that are allegedly defective but are found to be functional by Ulanzi Quality Control
- Return of defective items in international shipping
- Costs associated with unauthorized returns (all returns made outside the approved warranty process)
Not covered by the warranty:
Products without sufficient proof of purchase
- Lost or stolen products
- Items whose warranty period has expired
- Non-quality-related problems (after 30 days of purchase)
- Free products
- Repairs by third parties
- Damage from external sources
- Damage caused by improper use of the products (including, but not limited to: falls, extreme temperatures, water, improper operation of the devices)
Ulanzi is not liable for:
- Data loss resulting from the use of Ulanzi products
- Return of personal items sent to Ulanzi
When returning items using a prepaid shipping label provided by Ulanzi, Ulanzi assumes responsibility for any damage or loss incurred during transit. When returning items for non-quality-related issues, the buyer assumes responsibility for any damage or loss incurred during transit. Ulanzi does not offer refunds for items damaged during transit for non-quality claims.
