Return & Refund Policy

We at ultimea are committed to providing the highest quality product and the most friendly customer-service support to our customers and understand that our success can only be achieved from your complete satisfaction. 

Returns

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. 

We will take charge of the shipping cost about the return product under the seller's reasons such as quality problems.But If it is your own subjective reasons (such as wrong order, not wanting), you need to bear the return shipping costs by yourself.

Please be sure to keep your return shipping certificate and tracking number,  and email us at service@ultimea.com when returning the goods.

 No restocking fee to be charged to the consumers for the return of a product.

Refunds

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Our 30 Days Warranty

1. All products come with a FREE replacement warranty for 30 days from delivery. If your purchase does not match the description or if the item is defective, please contact us within 72 hours of receiving your order - we will make sure that all of your issues are resolved.
2. If you received the wrong item, please contact us within 72 hours of delivery. We will arrange to deliver the correct items or return all your payment.
3. For defective or faulty products, please take photos or videos and email us at service@ultimea.com.- we will replace or refund your purchase after confirmation.
4. PLEASE NOTE: This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.

Support Guarantee

We will provide 1 year support for all the ultimea products. Our customer service experts will be happy to answer any question and help with any issues.

Cancellation                                                               

We accept order cancellation before the product is shipped or produced. If the order is canceled you will get the full refund. We cannot cancel the order if the product is already shipped out.

Clearance Sale 'All Sales are Final' Policy

All items enoted as clearance sale are not eligible for return, refund or exchange and returns will not be accepted. ultimea's warranty for covered products will still apply. 

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at service@ultimea.com.

Date of Receipt and Return Window Period

The date of receipt used to calculate the return window period is based on the actual day of Signed date shown in the logistics information. If you miss the return window as a result of late delivery or incorrect information displayed on the logistics platform, please contact our customer service team for assistance.

Non-returnable Items

1. Items that will depreciate in value once used.
2. Items that cannot be returned intact i.e. in its original condition with all accompanying accessories and trademarks.
3. Items not purchased from ultimea.com
4. Items that have quality issues as a result of unauthorized repairs, misuse, negligence, water damage, modifications, or improper installation, or items with the label, device serial number, or security label torn or altered.
5. Items with information inconsistent with that on the warranty certificate.

Other Rules of Return

1. Items must be returned along with any accompanying free gifts for a full refund.
2. Carefully inspect your purchase at the time of receipt. If the packaging or item is damaged, and you would like to reject receipt of the package, please inform the delivery personnel immediately. If you discover any defects after confirming receipt of your item, you may be required to provide a photo and video of your purchase for verification.
3. ultimea reserves the right to issue a refund without a return of the item.
4. ultimea will provide a return shipping address, and you provide and pay for your own mailing label.
5. Returned items must be returned with all accompanying accessories.
6. ultimea will assume responsibility of returned items upon their arrival at the designated place.

Reasons for Return/Refund

1. Items with defects or quality issues

Description: Items must be inspected by a designated or authorized after-sales service center with an inspection report, or by the Ultimea after-sales service team.

30-day Return (Due to quality issues): Eligible
60-day Return (Due to transportation problems): Eligible

1 year Maintenance and Repair (Due to quality issues): Yes. Applicable to all machines (including re-shipped machines)

Should I pay shipping costs? No

Remarks: You may be required to provide a clear photo and video of the item to support your claim.

2. Items damaged in transit, missing parts, or not as described on the website

Description: Damages include leaks, cracks, and loss of function. Missing parts refer to the absence of original parts and components of the item.

30-day Return (Due to quality issues): Eligible
60-day Return (Due to transportation problems): Eligible

1 year Maintenance and Repair (Due to quality issues): Yes. Applicable to all machines (including re-shipped machines)

Should I pay shipping costs? No

Remarks: You may be required to provide a clear photo and video of the item to support your claim.

3. Order delivered but without reception

Description: The Logistics information shows that the order has been delivered, but you have not received the package.

30-day Return (Due to quality issues): Eligible
60-day Return (Due to transportation problems): Eligible

1 year Maintenance and Repair (Due to quality issues): Yes. Applicable to all machines (including re-shipped machines)

Should I pay shipping costs? No

Remarks: The investigation will take 60 days. After 60 days, if there is no result, we will re-ship or refund.

4. Others (e.g. personal reasons)

Description: For other reasons, refunds may be issued only if the item is returned complete with all accompanying accessories and packaging, and in resalable condition.

30-day Return (Due to quality issues): Eligible
60-day Return (Due to transportation problems): Eligible

1 year Maintenance and Repair (Due to quality issues): Yes. Applicable to all machines (including re-shipped machines)

Should I pay shipping costs? No

Remarks: Return shipping costs and taxes are paid by the customer