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 email@example.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 firstname.lastname@example.org.
Damaged Upon Arrival Policy
If the product is damaged during shipping, customer support must be notified at email@example.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).
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 firstname.lastname@example.org 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.
UltraLux General Warranty Terms
All UltraLux Health products come with a 1-year manufacturer warranty. Device-specific extensions or exceptions are outlined below after the general warranty terms.
In order for the warranty to apply, the item must be in like new condition, excluding the defect. Contact email@example.com with photo or video evidence of the defective item. Whether or not the item is covered under warranty is under full discretion of UltraLux Health. If the item is covered, a replacement item will be shipped to the customer at no cost to the customer.
If the defective item is not returned in like new condition (excluding the defect), UltraLux Health is still more than happy to replace the item at a negotiated cost to the customer that is dependent on the damages.
Warranties are only valid for the original buyer. Our warranties cover labor, defective parts, and return the shipping of the new/repaired product to the customer. The cost of shipping back to UltraLux Health from the customer is the responsibility of the customer (unless ULH is able to verify warranty damage before shipping the product back, then ULH will cover the return label)
In the case of defects, we shall fulfill all warranty obligations. Depending on the means available to us and your preferences, we will do one of the following:
- Provide a subsequent improvement (removal of the defect)
- Deliver a new replacement at no cost
- Reduce the purchase price and refund a difference (if you decide to keep the product)
- Provide a full refund of the order (if you decide that you do not want a repaired or replacement product)
Warranties do not cover:
- Improper use of the product
- Issues caused by a lack of basic maintenance
- Improper installation
- Any damage from abuse or misuse
- Acts of God (including storms, flooding, fire, lightning, etc.)
Device-Specific Warranty Terms
UltraLux Water Machine 3-Year Limited Warranty
All new UltraLux Water Machines come with a 3-Year Limited Warranty on major parts/components. The warranty does not cover anything beyond what was sold and sent by UltraLux Health with the machine.
Do not open the machine, doing so will void your warranty.
Reach out to our support team at firstname.lastname@example.org for any questions regarding your warranty or machine.