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Ultima

Return and Refund Policy

Effective Date: August 20, 2026

This Return and Refund Policy explains how we handle return and refund requests for orders placed through the Ultima website. By placing an order with us, you agree to the terms below. This Policy is part of our overall Terms and Conditions.

1. Requesting a Return

1.1 Starting a Return Request

  • We currently offer a 7-day, no-questions-asked return policy from the date you receive your product
  • This return window is part of an ongoing offer and may change. Please check our website for the current return window at the time of your purchase
  • Proof of purchase: please share your order ID, order confirmation email, or receipt when you request a return

1.2 Review Process

  • Once we receive your request, our team will review it
  • We may ask for photos or a short video if the issue is damage, defect, or a wrong item sent

1.3 Approval

  • If the product is confirmed defective or wrong, you get a full refund, and we bear the return cost
  • If you are returning the product for another reason, such as a change of mind, and the product has no defect, a partial refund will apply, as explained in section 2.3
  • Approved refunds are processed once we receive the returned item

2. Refund Processing

2.1 Returned Product Condition

  • The product should be in its original condition and original packaging
  • Products that are damaged, used, or altered by the customer will not qualify for a refund

2.2 Refund Timeline and Method

  • Refunds are processed within 7 to 10 working days after we receive and inspect the returned product
  • We refund using the most convenient available method. In most cases, this means returning the money to the same account or payment method the customer used to pay

2.3 Non-Defective Returns

  • If the product has no defect and the customer simply wants to return it, the following will be deducted from the refund, and the rest of the paid amount will be returned:
    • Delivery charge
    • Installation charge
    • Return pickup and uninstallation charge (charged the same way as the original delivery and installation)
  • These deductions are clearly explained to the customer before the return is confirmed

3. Return Pickup for Purifiers

  • To request a return, contact our support team with your order ID and reason for return
  • For installed purifiers, our service engineer will visit your home to collect the product
  • If the return is due to a defect from our side, this pickup is free. If the return is for any other reason, the pickup and uninstallation charge applies, as explained in section 2.3

4. Non-Returnable Items

  • Filter kits and other parts that have already been used or installed in the machine cannot be returned
  • Unused consumable kits, still in their original condition and packaging, can be returned

5. Your Responsibility

As a customer, please:

  • Request your return within the stated time frame
  • Share your order ID or proof of purchase
  • Keep the product in acceptable, returnable condition

6. Our Responsibility

We will:

  • Review every return and refund request within a reasonable time
  • Keep you updated on our decision
  • Process the refund as outlined above, once your return is approved

7. Exchanges

If you prefer an exchange instead of a refund:

  • First, return the original item in its original condition and packaging
  • Once we receive and process the return, we issue the refund, and you can place a new order for the replacement product
  • This is our current exchange process. We are working on making this faster and more convenient in future

8. Need Help?

For any return or refund question, reach us at:

  • Phone: +88 09613334445
  • WhatsApp: +88 1958106501
  • Email: support@ultima.care