Frequently Asked Questions (FAQs)
Orders & Payment
What payment methods do you accept? We accept payment through SSLCommerz (bKash, Nagad, card, Cash on Delivery, EMI, and other supported methods), and directly through bKash.
Do I need to create an account to order? No separate signup is needed. An account is automatically created for you when you place your first order.
Can I cancel my order? Yes. Customers cancel before the order is dispatched. After that regular return policy will apply.
Shipping & Delivery
How long does delivery take? Regular Delivery takes 2 to 5 working days, and Express Delivery takes 1 to 3 working days, for all districts across Bangladesh. Orders placed before 12:00 PM may qualify for same-day delivery, depending on stock and location.
Is delivery free? Delivery charges are shown at checkout based on your district. From time to time, we run offers with free or discounted delivery and installation for select cities, so check our current offers section.
How is my purifier delivered? Since purifiers need installation, our own service engineer delivers and sets it up at your home or office. Delivery is scheduled based on both your and the engineer's availability.
Can I track my order? Yes. You can track your order anytime on our website, and we also send SMS updates as it moves through processing, dispatch, and delivery.
Returns & Refunds
What is your return policy? We currently offer a 7-day, no-questions-asked return window from the date of delivery. This is part of an ongoing offer and may change, so please check the return window shown at the time of your purchase.
Which items cannot be returned? Filter kits and parts that have already been used or installed cannot be returned. Unused consumable kits, still in original condition and packaging, can be returned.
How long does a refund take? Refunds are processed within 7 to 10 working days after we receive and inspect the returned product, and are sent back through the original payment method wherever possible.
Who pays for return shipping? If the return is due to a defect on our side, we bear the cost. If you are returning the product for another reason, such as a change of mind, you are responsible for the return shipping cost, and this, along with the original delivery and installation charge, will be deducted from your refund.
Warranty & Guarantee
Do your products come with a warranty? Yes. Each product comes with its own guarantee and/or warranty. The exact terms and coverage are mentioned on the product's page and on the warranty card that comes with it.
How do I make a warranty claim? Contact our support team with your order ID or warranty card details, and we will guide you through the process.
Do you offer after-warranty support? Yes. We offer AMC (annual maintenance), scheduled servicing, and spare part support even after your warranty period ends.
Installation & After-Sales
Do you install the purifier for me? Yes. Our service engineer visits your home or office to install purifiers that require setup.
What if my purifier needs a repair? Contact our support team and we will arrange a service visit based on your warranty or AMC coverage.
General
How can I contact Ultima?
- Phone: +88 09613334445
- WhatsApp: +88 1958106501
- Email: support@ultima.care
Who do I contact for a complaint? Our Grievance Officer, Ahmad Tahmid, can be reached at operations@ultima.care for any complaint about your order or our service.