Return Policy
For orders placed on or after Thursday, January 18th, 2024 the return period is as follows: All products sold by UltraLux Health have a 90-day return period starting on date of shipment. The return must be initiated by the customer before the last day of the return period.
For orders placed on or before Wednesday, January 17th, 2024 the return period is as follows: Red Light Therapy products and The UltraLux Water Machine have a 45-day return period from date of delivery. All other products sold by UltraLux Health (ULH) have a 30-day return period from date of delivery.
The return must be initiated by the customer before the last day of the return period.The product(s) must be returned in like-new condition* and will be inspected to ensure like-new condition. Refunds will be applied to the original form of payment and is based on the actual price paid. Any applicable deductions are outlined below. 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. You can not get monetary refunds for coupons, points, or discounts used.
Procedures for Returns:
All returned merchandise must have an RMA#. To request an RMA#, contact customer support at [email protected]. After receiving an RMA#, the customer has 7 days to ship the item (ex. drop it off at a carrier’s store). The customer is responsible for all return shipping costs unless the product was defective upon arrival or defective, which is described in the “Damaged Products” 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) Installation reimbursements that were already paid out to the customer.
E) A flat 15% of the product purchase price if it has damage and/or missing parts.
F) Any Customs Duty, VAT, or International Fees that were already paid to the customer’s country.
G) Opened/Used Consumable Product Deductions. The refund amount will be based on the percentage of the product returned.
H) The dollar amount of Rewards Points used on another order earned from the order being refunded.
How Rewards Points Work with Refunds?
If you’ve already used your Rewards Points from the order being refunded, no problem! You’ll get a refund in the form of your original payment, minus the $ amount of the Rewards Points you spent.
If you earned Rewards Points on your order being refunded, and haven’t spent those points, they will be removed from your point balance.
If you are returning a product purhcased with Rewards Points, we’ll return those points to your account balance.
*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 water 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 [email protected].
Damaged Policy
If the product is damaged during shipping, customer support must be notified at [email protected] within 72 hours of delivery and images of the damage must be provided. UltraLux 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. The customer must return the defective product within 30 days of the original delivery date or they will be charged for the new product.
Wrong Products and Exchanges
If you have recieved an incorrect product, contact us and we will make it right. You will not be charged anything extra. If you want an exchange (for example a different color than the one you ordered) we can do that and it would follow the refund policy.
Used Products
All used products come with a manufacturer defects warranty. All purchases of used products are final, there is no return period.
Cancellations
If the customer chooses to cancel their purchase before the product is shipped, they will receive a full refund, 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 [email protected] for any cancellations.
Consumable Products
All consumable and personal items must be unused and follow the return policy described above. Supplements and consumables must be in the original package, unopened and unused.
Warranty
In order for the warranty to apply, the item must be in like new condition, excluding the defect. Contact [email protected] 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. And the defective product must be returned in a timely manner. If the item is not in like new condition (excluding the defect), UltraLux is still more than happy to replace the item at cost to the customer.
Warranties are only valid for the original buyer. Our warranties cover labor, defective parts, and return shipping of the product to the customer. The cost of the shipping from the customer to Ultralux Health is the responsibility of the customer (unless otherwise stated).
Warranties do not cover improper use of the product, issues caused by a lack of basic maintenance, any damage from abuse or misuse, or acts of God (including storms, flooding, fire, lightning, etc.), and any physical damage to the product by the owner.