UltraLux Health Refund and Return Policies
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.
Procedures for Returns:
- Contact customer service for a Return Merchandise Authorization (RMA)
- Send a video of the issue to our customer service team for review
- Upon approval, securely package all items in original packaging when possible
- Include all accessories, manuals, and components
- Ship to the provided return address with tracking
- Missing components or accessories
- Excessive wear, stains, or odors
- Damage beyond normal testing use
- Missing or damaged original packaging
All returned merchandise must have an RMA#. To initiate your return and request an RMA#, please fill out our RMA Request Form. After receiving approval and an RMA#, the customer has 7 days to ship the item back (ex. drop it off at a shipping carrier). The customer is responsible for all shipping costs (including original) in cases of a return. We can send you a pre-paid return label, the price of which gets deducted from the refund amount.
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 are based on the actual price paid. If the original payment method is no longer active or cannot be refunded for any reason, the refund will be given in the form of store credit. 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 cannot get monetary refunds for coupons, points, or discounts used.
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) Any Customs Duty, VAT, or International Fees that were already paid to the customer’s country
D) At least 15% of the product purchase price if it not in like new condition, and/or has damage or missing parts
E) Installation reimbursements that were already paid out to the customer
F) Opened/used consumable product deductions. The refund amount will be based on the percentage of the product unused.
G) The retail cost of a HEPA Filter if the Air Purifier was used
H) A flat fee of $99 for Water Machines that have been installed and used
I) A flat fee of $99 if one or more, but not all, items are returned from a bundle purchase
*Like New Condition Explanation
Products shall be deemed “like new” if one of the following elements is satisfied: 1) the product is unopened; 2) the product is lightly used with no damages and the packaging is in a condition to be reasonably resold; 3) for consumables, the product expiration date has not elapsed and the product is unopened; 4) for water filters, 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 UltraLux Health receiving the product.
If you have additional questions about the UltraLux Health Refund and Return Policy, please contact us at support@ultraluxhealth.com.
Exchange Rate Policy for refunds
All refunds will be processed in the original currency of the transaction. The company is not responsible for any differences in the refunded amount due to fluctuations in exchange rates or fees applied by banks, payment processors, or credit card providers. Customers acknowledge that exchange rates may vary between the time of purchase and the time of refund, and any resulting loss or gain in their local currency is outside the company’s control.
Damaged / Missing Products
If the product was damaged during shipping, customer support must be notified at support@ultraluxhealth.com within 72 hours of delivery and images of any damage must be provided. UltraLux Health will issue a product replacement if the situation qualifies. A return label with an RMA# will be provided by UltraLux Health for any damaged products being replaced. The customer must return any damaged/defective products within 30 days of the replacement delivery date or they will be charged for the new product replacement. For any replacements due to shipping damage or products defective upon arrival, the return period restarts on the delivery date of the replacement product.
If the package is missing after receiving a delivery email, customer support must be notified at support@ultraluxhealth.com within 72 hours of the delivery notification. If the shipment is missing, the customer must also notify the shipping carrier and open a claim to find the missing package. UltraLux Health is not responsible for stolen packages and may not offer replacements in cases of a stolen package. All customers should check their emails after ordering so they can track their package en route to their shipping address and be aware of delivery date and time of their packages.
If you believe you have a warranty issue and/or defective product, please contact customer support and refer to our warranties page for the applicable policy.
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, upgrade or downgrade to a different product), we can help you with that. The exchange would follow the Return Policy (see above) and shipping charges would apply.
Cancellations
If the customer chooses to cancel their purchase before the product is shipped, they may 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.
Bundles
If you received an additional discount for purchasing a bundle or multiple units, you can still return one or all items in the bundle. If all items are returned, standard applicable deductions apply. If one or more, but not all, items in the bundle are returned, there will be a $99 partial bundle return fee for each return request in addition to the standard applicable deductions.
For example, if you purchase the Red Precision Bundle and return the Red Wrap and Red Cap, you will receive a refund of the bundle price for those specific items minus $99 and any other applicable deductions. If you have a question about a specific bundle return inquiry, please reach out to our support team.
Price Matching
If an item goes on sale within 7 days of purchase, the customer may be eligible for a price match during the time of the sale if they reach out to customer service. If the purchase was made more than 7 days prior to a sale or promotion, the customer will not be eligible for price matching.
Warranty
In order for the warranty to apply, the item must be in good condition, excluding any defects that were disclosed prior to purchase (for example, with Imperfect units). Contact support@ultraluxhealth.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, and the defective product must be returned in a timely manner if required. If the item is not in good condition and/or has become damaged or dysfunctional due to damage caused by the customer, UltraLux is still more than happy to replace the item at cost to the customer.
Warranties are only valid for the original buyer. Warranties cover labor, defective parts, shipping of the product to and from the customer.
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.
HBOT Return and Shipping Information
- A 20% deduction applies to all HBOT returns, which includes a 15% restocking fee and a 5% cleaning fee.
- Shipping costs are the responsibility of the buyer and will be charged for both delivery and return.
- We no longer accept returns on international HBOT units.
PEMF MAT RETURN POLICY
90-Day Return Window
PEMF mats and accessories may be returned within 90 days of delivery for a refund, subject to the following conditions:
Return Fees:
5% restocking fee
5% hygiene cleaning fee
Total: 10% deduction from refund amount
Return Condition Requirements:
Products must be returned in resalable condition. We reserve the right to make additional deductions from your refund based on the condition of returned items, including but not limited to:
Missing components or accessories
Excessive wear, stains, or odors
Damage beyond normal testing use
Missing or damaged original packaging