Ukoala warranty, repairs, returns and exchanges

For purchases made directly from Ukoala, including earlier UUB Gear orders. Please wait for our confirmation before mailing an item.

2-Year Hardware Warranty

Our 2-Year Hardware Warranty covers buckles, zippers, and straps against defects in materials and workmanship. Covered issues include buckle and clasp failure under normal use, zipper defects affecting sliders, teeth or pulls, and strap and U-shaped strap system hardware.

Normal wear and patina, damage from accidents, misuse, improper storage or alterations, and cosmetic marks that do not affect function are not covered. Our team reviews claims and may request clear photos before approving a repair, exchange or return.

Start a warranty service request with your order number, contact details and the help you need. The team will email the next steps.

Returns and exchanges for direct purchases

• Request a return or exchange within 30 days of delivery.
• Items must be clean and resalable, with tags and included hardware. Items showing wear or damage may be rejected.
• Final-sale, personalized and clearance items are excluded unless they arrive defective.
• For an approved standard return, we email a prepaid return label. A flat $9 return shipping fee is deducted from the refund.
• For exchanges, customers pay round-trip shipping. After review, we email a secure invoice covering the prepaid return label and shipping for the new bag. The return label is issued after that invoice is paid.
• Original shipping charges are non-refundable unless the return is due to our error or a defect.

Start at ukoala.com/returns and wait for approval and instructions before mailing anything. After approval, print the Return & Exchange Form, complete it and place it inside the parcel. Items are inspected before completion; approved refunds return to the original payment method within 5–7 business days of inspection.

Purchases from other sellers

If a retailer, event vendor, trade show, fair or festival collected your payment, contact that seller directly for a return or exchange.

Contact the team

Use our website email form for help, including after hours. We reply to the email address you provide. You can also email contact@ukoala.com. A chat transcript alone does not mean a human follow-up has been requested.