Orders not delivered to the customer
In the event that a prepaid order is returned to Ultra for reasons not attributable to Ultra or the freight forwarder, Ultra will refund the amount paid for it, less shipping and return costs. Prepaid orders are those paid by credit or debit card.
The customer may choose to provide bank details for the refund to be made or through a refund coupon that can be used in a future order. The coupon will be valid for 12 months from the date it was created. After this period, there will be no refunds of any kind.
If the reason for the unsuccessful delivery and return of the order is the responsibility of the freight forwarder, regardless of the payment method chosen, the customer will have to send us a written complaint that will be analyzed by the freight forwarder. In the event that the problem with delivery was caused by an incorrect or incomplete address, we ask that the customer attach a proof of address (eg electricity or water bill) to the claim.
The solution that Ultra will present to the customer will depend on the response given by the freight forwarder. In this way, in cases of complaints originated by the transport service, we will only be able to present a solution to the customer after obtaining a response from the freight forwarder. If the freight forwarder accepts full responsibility for the return of the order and if all the items originally ordered are available, we will suggest to the customer the reshipment at no additional cost. If the original order was paid for by Credit or Debit Card, instead of a replacement order, the customer may opt for a refund. If the freight forwarder does not accept responsibility, we will not be able to accept the claim, which means that the refund or replacement order will be subject to the above-mentioned terms relating to orders returned for reasons not attributable to Ultra or the freight forwarder.
The customer will only be able to cancel his order if it has not yet been paid for and is not yet in processing.
If the customer wishes to return one or more items, he may do so within 14 days of receipt of the order, provided that the products are intact, sealed, complete and in the original packaging, which cannot be damaged, altered. or scratched. The customer must ensure that the returned item(s) arrive at our premises within 28 days of delivery.
To exercise their right of return, the customer must contact our Customer Service, specify the order number, description or reference of the product(s) that they wish to return and the form of reimbursement they want. Refunds can be made using the original payment method or using a refund coupon, which is valid for 12 months from the date of issue. After this period, there will be no further refund.
The customer will also have to take into account whether the product he intends to return was purchased as part of a promotional campaign and if, for that reason, he benefited from any product on offer. If this is the case, you must return not only the product in question, but also the offer given to you with your purchase. Both products must comply with the aforementioned guidelines.
It is only possible to return a pack in its entirety. If the customer intends to return a product that belongs to a pack, he must return all the products that make up that same pack. All products must comply with the aforementioned guidelines.
The customer must send us the item(s) to the following address:
Av. 25th of September, no. 2400,
The return of incomplete, damaged or scratched products, as well as products without the original packaging and/or label, or products with signs of having been used, will not be accepted.
Returns of products that have an expiration date of less than one month, underwear or swimwear will also not be accepted.
If we receive an article under the above mentioned conditions or with the freight forwarder's label attached directly to the package, the customer will lose the right to a refund and will have 10 days to collect the article(s) at our facilities, bearing the collection costs. .
The customer must return the item(s), request a refund and make a new purchase. The entire return process is duly described in the returns item.
ULTRA will do its best to refund the customer quickly, safeguarding, however, a maximum period of 15 days from the receipt of the return in our warehouses.
The customer will be asked to provide us with the account details to which he wants the refund amount to be transferred.
The customer can also choose to be refunded via a discount coupon, regardless of the original payment method. The coupon will be valid for 12 months from the date it was created. After this period, there will be no refunds of any kind.
Reimbursement of shipping costs
If the reason for the return of the order was the responsibility of ULTRA, we will reimburse the respective shipping costs (example: defective products or products different from the items actually ordered).
However, if, in an order of multiple products, only one has a problem, we will not refund the shipping costs.
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