Refund policy

REFUND POLICY

At ULTRA, we pride ourselves on the high quality of our clothing and our commitment to customer satisfaction. Each of our products undergoes thorough inspection before being shipped to ensure it meets our high standards. We believe in the quality and craftsmanship of our items, and we want you to feel confident in your purchase. However, we understand that there may be rare occasions when a refund is necessary. This policy outlines the conditions under which refunds may be granted, in compliance with UK law.

1. Quality Assurance:

Before any item leaves our facility, it is meticulously inspected to ensure it is free from defects and meets our high-quality standards. Our goal is to ensure that every product you receive is in perfect condition. We take great care in our packaging and shipping processes to further ensure that your items arrive safely and as expected.

2. Eligibility for Refunds:

Refunds will only be considered under the following circumstances:

- Faulty or Damaged Items: If you receive an item that is faulty, damaged, or does not meet the description provided at the time of purchase, you are eligible for a refund, replacement, or repair. Please notify us within 14 days of receiving the item. We will require photographic evidence of the defect or damage to process your claim.
  
- Incorrect Items: If you receive an incorrect item that does not match your order, please contact us within 14 days of receipt. We will provide instructions on how to return the incorrect item and send you the correct item promptly or offer a full refund.

3. Conditions for Refund:

To qualify for a refund, the following conditions must be met:

- The item must be returned in its original, unused, and unworn condition with all tags attached.
- The item must be returned in its original packaging, including any branded boxes or dust bags.
- A proof of purchase (such as a receipt or order confirmation) must be provided.

4. Process for Returns and Refunds:

  • Contact Us: If you believe your item is eligible for a refund, please contact our customer service team at team@ultra-px.com within 14 days of receiving your order. Provide your order number, a description of the issue, and any relevant photos.

  • Inspection: Once we receive the returned item, it will be inspected to verify the defect or damage. We will notify you of the receipt of the item and the outcome of the inspection.
  • Refund Notification: If the item is confirmed to be faulty, damaged, or incorrect, we will process a refund to your original payment method within 7-10 business days. 

  • You are responsible for shipping costs associated with returning any item. Customs and duties costs, as well as cost of original shipment if possible.

5. Non-Refundable Situations:

-We do not offer refunds for items that have been used, worn, or altered from their original condition.

-We do not provide refunds for items returned outside of the specified time frames.

-We do not offer refunds on any bespoke pieces listed on our site unless the products are faulty.

6. Consumer Rights:

This refund policy does not affect your statutory rights under UK consumer law. You are entitled to a repair, replacement, or refund if the goods are faulty, not as described, or unfit for purpose. We are fully committed to complying with these legal requirements.

Contact Us:

For any questions or concerns about our refund policy, please contact our customer service team at team@ultra-px.com. We are here to assist you and ensure your satisfaction with our products.