Return & Refund Policy

1. General Return & Exchange Rules

At ULTIMEA, we want you to be completely satisfied with your purchase. If you're not satisfied for any reason, you can return your product within 30 calendar days of receiving it.
Note: Laser TVs are subject to separate return and refund conditions. Please refer to the "Return and Refund Policy for Laser TV" for details.

1.1 30-Day Easy Returns & Exchanges

  • Within 30 calendar days of receiving the product, undamaged items can be returned for a refund for any reason.
  • Within 30 calendar days of receiving the product, products with obvious quality defects are eligible for an exchange.

2.1 Shipping Fee Rules

  • If the return is due to product issues or quality defects (seller responsibility), ULTIMEA will cover the return shipping fee. This includes product damage, compatibility problems, or malfunctions.
  • If the return is due to subjective customer reasons (e.g., the product is used within 30 days but in perfect condition), the customer shall bear the return shipping fee, which typically ranges from USD 20 to USD 50, depending on the destination and carrier rates. Final shipping fees may vary based on location and carrier pricing.

2. Laser TV Specific Return & Refund Rules

2.1 Eligibility for Return & Refund Service

  • Within 15 calendar days of receiving the product, if it has no manufacturing defects and remains in new or like-new condition, the buyer is responsible for the return shipping fee and any transaction fee deducted by the credit card issuer during the refund process.
  • Within 15 calendar days of receiving the product, for substantial damage sustained in transit, proof of damage by the carrier can be provided to ULTIMEA.
  • Within 15 calendar days of receiving the product, for performance failure or irreparable equipment.

2.2 Exclusions from Return & Refund Service

  • Requests made beyond 15 calendar days of receiving the product.
  • Products returned without all original accessories, attachments, or packaging, or not in new or like-new condition (e.g., with cracks, dents, or scratches).
  • Legal proof of purchase, receipt, or invoice not provided or suspected of being forged or tampered with.
  • Fault or damage caused by unauthorized use or modification, exposure to moisture, entry of foreign bodies, improper installation, or operation.
  • Signs of tampering or alteration to product labels, serial numbers, waterproof marks, etc.
  • Damage caused by uncontrollable external factors such as fire, floods, high winds, or lightning strikes.
  • Received product not sent back to ULTIMEA within 15 calendar days after refund confirmation.
  • The package was delivered and the carrier had a Proof of Delivery (POD) as proof, but the recipient claimed that the product was not received.

3. General Return Guidelines

3.1 Return Shipping Fee Responsibility

  • Seller Responsibility: ULTIMEA is responsible for return shipping fees.
  • Non-Seller Responsibility: ULTIMEA is not responsible for return shipping fees. The shipping fee will be deducted from the total order amount.

3.2 Restocking Fees

No restocking fees will be charged if the product is returned in good condition within 15 working days of receiving the return label.
A restocking fee of USD 100 will be charged if the product is returned between 15 and 30 working days after receiving the return label, or if the returned item is missing accessories, gifts, or has sustained cosmetic damage.
If the product is returned more than 30 working days after receiving the return label, a restocking fee of USD 200 will be applied.
In cases of intentional damage by the customer, the restocking fee can be increased up to 80% of the original order amount.

3.3 How to Initiate a Return?

Contact support@ultimea.com to initiate a return.
Include the following information in your email:
  1) Reason for the return;
  2) Order screenshot to confirm the order number.
ULTIMEA will get in touch with you within 24 working hours to provide a solution. If you still wish to proceed with the return and refund, ULTIMEA will share the appropriate electronic return label (valid for 7 working days) or return address.
When returning the product, ensure it is in its original packaging with all accessories included. All accompanying free gifts must be returned for a full refund.
After sending the product back, send a return notification to ULTIMEA with the logistics provider and tracking number to expedite the refund process.
Once the warehouse confirms receipt of the return, ULTIMEA will promptly process your refund, and you will receive an email notification titled "Refund Notification".

3.4 Date of Receipt and Return Window Period

The date of receipt used to calculate the return window period is based on the actual signed date shown in the logistics information. If you miss the return window as a result of late delivery or incorrect information displayed on the logistics platform, contact customer service for assistance.

3.5 Exclusions from Return & Refund Requests

Clearance sale items are not eligible for returns, refunds, or exchanges, and returns for these items are not accepted.
Corporate purchases or bulk orders (10 or more products) may not be eligible for refunds.
Products purchased outside the official website cannot be returned or refunded through the official website. Apply for returns or refunds at the original purchase store.
Items that have quality issues as a result of unauthorized repairs, misuse, negligence, water damage, modifications, or improper installation, or items with the label, device serial number, or security label torn or altered.
Items with information inconsistent with that on the warranty certificate.
All returned products are subject to quality control. Refunds or exchanges will not be provided for products not meeting ULTIMEA’s quality standards.

3.6 Additional Return Rules

Carefully inspect your purchase at the time of receipt. If the packaging or item is damaged and you wish to reject receipt of the package, inform the delivery personnel immediately. If you discover any defects after confirming receipt of your item, you may be required to provide photos and videos for verification. ULTIMEA reserves the right to issue a refund without a return of the item. ULTIMEA assumes responsibility for returned items upon their arrival at the designated place. The return policy applies to all eligible countries and regions for shipping.

4. Refund Policy

At ULTIMEA, we stand behind the quality of our products. All returned products are subject to quality control to ensure they meet our standards. Refunds or exchanges will not be provided for products that are not in sellable condition.
Once your returned product is received and passes our quality control within 3 working days, we will notify you of its receipt. The refund process will then commence, and the total amount of the returned product value, less any associated costs, will be credited back to your original method of payment within the next 5-7 working days. If no relevant fees are incurred, the entire order amount will be refunded.

4.1 Refund Timeline

Once the product reaches our warehouse, ULTIMEA will process the refund promptly within 5-7 working days (slight delays may occur during holidays). The refund will be issued using the same method as your original order.
After the refund reaches your credit card issuer, it usually takes 3-5 working days for them to complete the processing.
If you haven't received the refund yet, please double-check your bank account first.

4.2 Important Refund Notes

ULTIMEA will initiate a full refund, but please note that your credit card issuer may deduct a transaction fee. This fee is borne by the customer, and ULTIMEA will not provide additional subsidies for it.
If the refund is still not visible after checking your bank account, contact support@ultimea.com to request refund screenshots.
For purchases not made directly through ULTIMEA online stores, contact your local retailers or dealers for after-sales service.

5. Cancellation Policy

5.1 Cancellation Fees

  • Orders Not Shipped: Cancellation requests can be accommodated if made before the shipment or production of the product. A refund will be issued after deducting the transaction fee imposed by the financial institution during the processing of your original payment.
  • Orders Already Shipped: Cancellation is not possible once the product has shipped or left our distribution center. If the parcel is recalled during transit, a logistics fee of up to 10% of the total order amount will be charged.

5.2 How to Cancel Your Order?

To cancel an unshipped order, email support@ultimea.com with the following details:

  • Reason for the cancellation;
  • Screenshot of your order to confirm the order number.

ULTIMEA will contact you within 24 working hours to process your cancellation request. You'll receive an email confirmation titled "Order Has Been Canceled".

If the product has already shipped, ULTIMEA will email you instructions to refuse delivery. Once the product is returned to our warehouse, ULTIMEA will process your refund, and you'll receive an email titled "Refund Notification".