Our Ultra

Refund and Returns Policy

Thank you for shopping at our ultra. We want you to be completely satisfied with your purchase. If you are not entirely happy, we are here to help.

This Refund and Returns Policy applies to all products purchased through our website operated by TONGAN SMART CHAIN DIGITAL LIMITED.

1. Return Window

You have 30 calendar days from the date you receive your order to initiate a return. Items must be postmarked within this 30-day window.

2. Conditions for Returns

To be eligible for a return, your item must meet the following conditions:

  • Be unused and in the same condition that you received it.
  • Be in the original packaging with all tags and accessories intact.
  • For hygiene reasons, intimate items (including but not limited to lip gloss/lipstick, face masks, slimming creams, and patches) must be unopened and sealed in their original packaging to be eligible for return.
  • Proof of purchase (order number or receipt) is required for all returns.

Non-returnable items:

  • Gift cards or store credits.
  • Products marked as “Final Sale” or “Non-Returnable.”
  • Items that have been opened, used, or damaged by the customer.

3. Change of Mind Returns

If you change your mind about a purchase, you may return the item within 30 days of receipt, provided it is unused, unopened, and in original condition. Please note that return shipping costs will be your responsibility, and the original shipping fees are non-refundable.

4. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact our customer service team at hello@ourultra.com with your order number and the item(s) you wish to return.
  2. Our team will provide you with a Return Merchandise Authorization (RMA) number and return instructions within 2 business days.
  3. Package your item securely in the original packaging (if possible).
  4. Ship the item to the following return address, clearly marking the RMA number on the outside of the package:

Return Address:
TONGAN SMART CHAIN DIGITAL LIMITED
UNIT A21, 6/F HSE OF CORONA NO.50 HUNG TO RD KWUN TONG HONG KONG
Please include your RMA number on the package.

5. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

Approved Refunds:

  • Refunds will be processed within 5–7 business days of receiving the returned item.
  • The refund will be issued to your original payment method (credit card, PayPal, or other).
  • Please allow 3–10 business days for the refund to appear on your statement, depending on your bank or payment provider.

Partial Refunds: In certain situations, only partial refunds are granted (if applicable):

  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
  • Items returned more than 30 days after delivery.

6. Shipping Costs for Returns

  • If the return is due to our error (defective item, wrong item shipped): We will cover the return shipping costs and provide a prepaid shipping label.
  • If the return is due to change of mind or other non-defective reasons: You are responsible for the return shipping costs. Original shipping fees are non-refundable.
  • We recommend using a trackable shipping service or purchasing shipping insurance for returns over $50, as we cannot guarantee receipt of your returned item.

7. Exchanges

If you need to exchange an item for a different product or size, please contact us at hello@ourultra.com. The fastest way to exchange is to return the original item and place a new order for the desired item. We will refund the original item upon receipt, and you can place a new order at your convenience.

Direct exchanges are subject to product availability. If the replacement item is unavailable, we will process a full refund instead.

8. Damaged or Defective Items

We take great care in packaging every order. However, if your order arrives damaged, defective, or with missing items, please:

  • Contact us within 7 days of receiving the order at hello@ourultra.com.
  • Provide your order number, a description of the issue, and clear photos of the damaged item and packaging.
  • We will arrange a replacement or issue a full refund promptly, including any shipping costs incurred.

9. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you receive the goods. To exercise this right, you must inform us of your decision by email at hello@ourultra.com within this period.

Please note that you are responsible for the cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

10. Late or Missing Refunds

If you have not received a refund after we have approved it:

  • First, check your bank account or credit card statement again.
  • Contact your bank or credit card company — it may take some time for the refund to officially post.
  • If you have done all of the above and still have not received your refund, please contact us at hello@ourultra.com.

11. Contact Us

If you have any questions about our Refund and Returns Policy, please contact us:

Company: TONGAN SMART CHAIN DIGITAL LIMITED
Address: UNIT A21, 6/F HSE OF CORONA NO.50 HUNG TO RD KWUN TONG HONG KONG
Email: hello@ourultra.com