Legal

Refund Policy

We want you to love every ULTRYXIS purchase. Here's how we handle returns and refunds.

Last updated: 1 January 2025

At ULTRYXIS LTD, your satisfaction is our priority. If for any reason you are not fully happy with your purchase, we are here to make it right. Please read our refund and returns policy carefully.

1. Returns Window

You may return most items within 30 days of the delivery date for a full refund or exchange. This is in addition to your statutory right of cancellation under the Consumer Contracts Regulations 2013, which provides a 14-day cancellation period from receipt of goods.

2. Eligibility for Returns

To be eligible for a return, items must be:

  • Returned within 30 days of the delivery date.
  • In their original, unused, and unassembled condition.
  • In their original packaging, with all tags, labels, and accessories included.
  • Free from damage caused by the customer.

Items that show signs of use, alteration, or damage by the customer may not be eligible for a full refund.

3. How to Initiate a Return

To start a return, please contact our team at info@ultryxisltd.co.uk with the following information:

  • Your full name and email address used at checkout.
  • Your order number or a description of the items ordered.
  • The reason for your return.
  • Photos of the item(s), if applicable (particularly for damaged goods).

We will respond within one business day with return instructions and, where applicable, a prepaid returns label.

4. Damaged or Faulty Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with photographic evidence. We will arrange a replacement or full refund as quickly as possible at no cost to you, including return postage.

5. Return Postage

For returns due to change of mind (i.e., the item is not faulty), the cost of return postage is the responsibility of the customer. We recommend using a tracked service, as we cannot accept responsibility for items lost in transit. For faulty, damaged, or incorrect items, we will cover the return postage in full.

6. Refund Processing

Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 3–5 business days. Please allow a further 5–10 business days for the funds to appear in your account, depending on your bank or card provider.

7. Exchanges

If you wish to exchange an item for a different product, please follow the standard returns process and place a new order for the desired item. This is the fastest way to ensure you receive your replacement promptly.

8. Non-Returnable Items

The following items cannot be returned:

  • Items returned more than 30 days after delivery.
  • Items that have been used, assembled, or damaged by the customer.
  • Items that have been specifically customised or personalised to your request.

9. Contact

If you have any questions about our refund policy, please don't hesitate to contact us:

ULTRYXIS LTD
Email: info@ultryxisltd.co.uk
Phone: +44 7455 907262
Address: 167–169 Great Portland Street, Fifth Floor, London, W1W 5PF