UltraLux Health Return Policy
All products sold by UltraLux Health (ULH) have a 30-day return period (from delivery date) with the exception of the UltraLux Water Machine that has an additional 15-days to account for the installation process.
The products must be returned in like-new condition* and will be inspected to ensure like-new condition. The person must be the original purchaser to receive the monetary refund amount, and we must be able to reference your order. If you do not have an order #, cannot show proof of payment, or we cannot find you in our systems, we cannot issue a refund. Refunds will be applied to the original form of payment (unless circumstances do not allow it). You cannot get credit for coupons or discounts used. The refund is based on the actual price paid.
Procedures for Returns:
All returned merchandise must have an RMA#. To request an RMA#, contact customer support at support@ultraluxhealth.com. After receiving an RMA#, the customer has 7 days to ship the item (ex. drop it off at a UPS store). The customer is responsible for all return shipping costs unless the product was defective upon arrival, which is described in the “Damaged Products Policy” section below. We can make a return label for you, the price of which gets deducted from the refund amount.
Deductions from the Amount Paid:
A) The shipping and handling costs to get the product to the customer.
B) The cost of a return shipping label if you elect to have one made by us (suggested).
Other Deductions (If Applicable):
C) A flat fee of $99 for Water Machines that have been installed and used.
D) A flat 15% of the product purchase price if the non-consumable product is not returned in “like-new” condition and has non-functional damage and/or missing parts.
E) Any customs duty, VAT, or international fees that were already paid to get the product to the customer.
F) Opened/Used Consumable Product Deductions. The refund amount will be based on the percentage of the product returned. For example, if you return 50% of a product, then a credit of 50% (less shipping charges and international charges above) will be applied to your original payment method.
G) Any initial Water Machine installation reimbursements that were paid out to the customer are deducted from the refund amount.
*Like New Condition Explanation
Products shall be deemed in a like new condition if one of the following elements is satisfied: 1) they are unopened; 2) the product in unused and the packaging is in a condition to be reasonably sold at full price; 3) for consumables, the product expiration date has not elapsed and the product is unopened; 4) if it’s a physical filter, it has not had water pass through it.
If the product is damaged beyond the point of being able to be reasonably resold as a “used product,” no refund will be awarded, and the customer may choose to have the product shipped back to them at their expense within 30 days of ULH receiving the product.
If you have additional questions about the UltraLux Health Refund and Return Policy, please contact us at support@ultraluxhealth.com.
Damaged Upon Arrival Policy
If the product is damaged during shipping, customer support must be notified at support@ultraluxhealth.com within 72 hours of delivery and images of the damage must be provided. UltraLux Health will issue a product replacement, if the product qualifies. Depending on the item, a return label with a Return Merchandise Authorization number (RMA#) will be provided by UltraLux Health. The customer must return the defective product within 30 days of the original delivery date or they will be charged for the new product.
Incorrect Products & Exchanges
If you have received an incorrect product, contact us, and we will make it right. You will not be charged anything extra. If you would like an exchange (ex. a different color than the one you ordered), we can help you with that. The exchange would follow the Return Policy (see above).
Cancellations
If the customer chooses to cancel their purchase before the product is shipped, they will receive a full refund of 100% of what they paid, if applicable. The regular Refund Policy (see above) will be applied if the customer cancels their purchase after the product has been shipped. Please contact us at support@ultraluxhealth.com for any cancellations.
Promotions, Special Offers, Etc.
Products shall not be considered returnable if ULH discloses prior to purchase that the products are not subject to the Return Policy due to a special promotion, offer, refurbished product, etc.