Returns & Refund Policy
Key Details
- Return period - 30 days from the delivery date
- No restocking fees
- Refunds are processed within 5 - 7 business days after the returned item has been inspected
- Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect
- Exchanges are available subject to stock availability
- This policy is subject to our Terms of Service
Return Policy
If you are not completely satisfied with your purchase, you may request a return within 30 days from the date your order was delivered.
To be eligible for a return, the item must be unused, in its original condition, and returned with the original packaging, accessories, and included materials.
For hygiene and product integrity reasons, returned items must not show signs of excessive wear, damage, misuse, or alteration.
Returns may also be accepted for items that arrive damaged, defective, or significantly different from the product ordered.
To begin a return request, please contact us at support@theultragear.com with your order number and reason for the return. Our support team will provide further instructions.
Important: Please do not send items back without prior approval. Return instructions and the appropriate return address will be provided once your request has been reviewed.
Please package items securely and use a trackable shipping service where available. Return shipping costs are the responsibility of the customer unless the item is damaged, defective, or incorrect.
Refund Process
Once your returned item has been received and inspected, we will notify you by email regarding the outcome of your refund request.
If approved, refunds are processed within 5 - 7 business days to the original payment method. Depending on your payment provider, additional processing time may apply before the funds appear in your account.
Exchanges
If you would like to request an exchange, please contact us with your order number and details of the item you would like to exchange. We will advise you on the available options.
Order Cancellation
Orders may be cancelled within 24 hours of purchase, provided they have not already been processed or dispatched.
To request a cancellation, please contact us as soon as possible by email or phone.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery and provide clear photographs along with your order number.
We will review the issue promptly and arrange a replacement or refund where appropriate at no additional cost to you.
Contact Information
Email: support@theultragear.com
Phone: +44 7916 692188
Address:
6 Princes Street
Mayfair
London W1B 2LG
United Kingdom
Customer Service Hours:
Monday to Saturday: 09:00 - 17:00 (London Time)
Sunday: 09:00 - 15:00 (London Time)
Average response time: within 24 hours