Refund & Return Policy

The return window

An unopened system can be returned within seven days of delivery for a full refund. An installed system can be returned within seven days of installation if it is faulty and the fault cannot be resolved on a service visit.

What cannot be returned

Cartridges, membranes and lamps once the seal is broken, for hygiene reasons. Systems damaged by installation performed by anyone other than an Ultima engineer.

How a refund is processed

Raise the return from your account or by calling the service line. An engineer collects the unit, and the refund is issued to the original payment method once the unit reaches the warehouse.

bKash and Nagad refunds settle within three working days. Card refunds settle within seven to ten working days depending on the issuing bank. Cash-on-delivery orders are refunded by bank transfer or mobile wallet, whichever you nominate.

Cancellation

An order can be cancelled at no cost any time before dispatch. After dispatch, cancellation is treated as a return.