Shipping & Refund Policy

Refund and Return Policy

If you are dissatisfied with your Ulo product or service, please contact us at concierge@ulo.co. We assess each request individually and may, at our sole discretion, provide a replacement, refund, or credit for your purchase. Before processing any refund, replacement, or credit, we may require you to return the product (at your expense) and/or submit photographic documentation to substantiate your claim.

All refunds will be processed to the original payment method used for the purchase.

Shipping Fees

Domestic: Shipping is free for all Rx-only orders. If Rx orders also contain Haircare products, those haircare products incur a $7.99 shipping fee unless the order subtotal is over $75. All orders over $75 ship free.

International: Prescription treatments are not available outside of the United States. Over-the-counter products will have varied shipment pricing depending on the recipient's location.

Order Cancellation

Prescriptions go to processing immediately. As a result, cancellations prior to shipment are not possible. Once you receive your prescription, you may return the unopened product in its original shipping for a full refund.

Delivery Times

Prescription treatments will arrive within 5-7 business days.

Inspection of Products Upon Delivery

Upon delivery, please promptly inspect all products for any damage or issues. If you encounter damage or another issue, you must contact Ulo at concierge@ulo.co within 7 days of receipt. This allows us to investigate the issue and arrange for a replacement, if appropriate.

Photographic Documentation Requirements

To support a refund or replacement request, please provide clear photos showing the issue, including any visible damage to the product packaging and the affected product itself.

Changing Your Prescription

If you are enrolled in a 3-, 6-, or 12-month subscription plan and would like to change prescriptions and replace your most recent shipment, you may purchase a replacement order of the newly prescribed medication at a 75% discount from its applicable regular price. The quantity eligible for replacement will be limited to the quantity of medication provided to you in the most recent order fulfilled prior to the approved prescription change.

The 75% discount applies solely to this one-time replacement order and does not apply to any subsequent orders, refills, renewals, or subscription charges for the newly prescribed medication. Following the replacement order, all subsequent orders will be charged at the price applicable to your subscription and prescribed treatment at the time of fulfillment.

If you are enrolled in a monthly subscription plan and your request to change your prescription is approved, your replacement order of the newly prescribed medication will be charged at the applicable regular price. All future shipments thereafter will be charged at their applicable price, inclusive of each subscription plan's respective discount.

Return Conditions

Returns are only accepted within 30 days of your order’s delivery date. Refunds are limited to the amount paid for that month’s product or service. You are responsible for shipping any unused portion of the product in its original packaging back to Ulo. Additionally, you are responsible for the shipping and handling costs associated with the return.

Non-Refundable Services

Please note that consultations, digital content, and certain non-tangible services may not be eligible for refunds once provided. Examples of Non-Refundable Products and Services include digital downloads, consultation fees, and products that have been significantly used or altered. Refundable items generally include unopened, unused products returned in original packaging within the specified time frame.

Return Process

To initiate a return, please contact us to request a return authorization. Once your return is approved, we will provide instructions, including the correct return shipping address.

Health Outcomes Disclaimer

Telehealth services and products are intended to support health but do not guarantee specific results. Dissatisfaction with health outcomes may not qualify as grounds for a refund.

Refund Request Rejections

If a refund request does not meet our policy requirements, we will notify you via email with an explanation. In these cases, products returned without authorization may not qualify for a refund and may be shipped back at your expense.

Partial Refunds

If you return only part of an order, you may be eligible for a partial refund based on the returned product’s value, provided it meets the return conditions.

Processing Time

Approved refunds will be processed within 14 business days, depending on your financial institution.

Compliance with Applicable Laws

This policy is subject to compliance with applicable state and federal laws, which may impact your eligibility for a refund or return.

Special Circumstances

Due to health regulations and special circumstances (e.g., COVID-19), certain products or services may be subject to modified return or refund conditions.

Customer Support

For assistance, contact us at concierge@ulo.co. Our support team is available Monday through Friday from 9am to 5pm (PT).

180-Day Money Back Guarantee

If you're a new Ulo patient, follow your prescribed treatment plan consistently for six months, complete the required progress tracking, and your hair loss continues to worsen, you may be eligible for a refund.

The Ulo Hair Growth Guarantee applies to:

• Prescription hair loss treatments prescribed through Ulo.

• New Ulo hair loss patients.

• Purchases made directly through Ulo.

The guarantee does not apply to:

• Cosmetic products.

• Non-prescription products.

• Supplements.

• Shipping fees.

• Previous purchases made outside of Ulo.

• Existing patients who began treatment before enrolling in the guarantee.

• Customers who have undergone or are undergoing a hair transplant during the guarantee period.

Limit one claim per customer.

Important Terms:

• All eligibility requirements must be completed in full.

• Monthly surveys and photo submissions are required to maintain eligibility.

• Refund requests must be submitted between 180 and 210 days after beginning treatment.

• Refunds will only be issued to the original payment method used for purchase.

• The Ulo Hair Growth Guarantee applies only to purchases made directly through Ulo.

• Ulo reserves the right to modify, suspend, or discontinue this guarantee at any time.

• Ulo reserves the right to deny claims where eligibility requirements have not been met.

See the full terms here.