Refund policy

We want you to love your Ultrella products. If for any reason you are not completely satisfied, we accept returns on eligible items within 14 days of purchase.

 

Return Eligibility

Due to hygiene and safety reasons, we do not accept returns or offer refunds for opened, used, or tested products, including change of mind purchases.

To be eligible for a return, items must be:

• Unused, unopened, and in their original condition, with seals and caps intact
• Returned within 14 days of purchase
• Accompanied by proof of purchase

Returns will only be accepted for unused products.

 

Non-Returnable Items

We are unable to accept returns for:

• Opened or used deodorant products
• Change of mind purchases after use
• Products not in their original condition
• Items purchased more than 14 days ago

 

Return Shipping

Customers are responsible for the cost of return shipping.

We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.

Please note that original shipping costs are non-refundable.

 

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed back to your original payment method.

If your order qualified for free shipping, any original shipping costs incurred by Ultrella may be deducted from your refund.

 

Damaged, Faulty, Incorrect, or Missing Items

If your order arrives damaged, faulty, incorrect, or has not been delivered, please contact us at hello@ultrella.co.nz as soon as possible so we can investigate and make it right.

Claims period: To be eligible for review, all claims relating to damaged, faulty, incorrect, missing, or undelivered orders must be reported within 30 days of the order date. Unfortunately, we are unable to investigate or offer replacements, refunds, or store credit for claims made after this period.