Refund policy
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please email us a copy of your receipt to info@ultima.co.za.
There are certain situations where only partial refunds are granted (if applicable) as is for our discretion.
Any item not in its original condition is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, within 5-7 working days.
Allergic Reactions (if applicable)
Subject to our discretion and each case will be treated individually.
If product remains unopened a full refund will be issues, if the product has been opened then a percentage will be allocated based on the information provided, as long as the reaction is different from what is stated on the product pages.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your bank, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@ultima.co.za.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@ultima.co.za and send your item to: 22 Bell Crescent, Westlake Business Park, Westlake Cape Town Western Cape ZA 7945.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
Shipping
To return your product, you should mail your product to: 22 Bell Crescent, Westlake Business Park, Westlake Cape Town Western Cape ZA 7945.
Once Ultima has received your order and payment has been made your product will be shipped. Our courier will deliver the goods to you as soon as reasonably possible, but no later than 7 days after your tracking information was sent.
Ultima’s dedication to deliver a product to you is fulfilled when we deliver the product to the physical address nominated by you for delivery of the order. Ultima are not responsible for any loss or unauthorised use of a product, after the courier has delivered the product to the physical address nominated by you.
You will be responsible for paying for your own shipping and handling fee for returning your item (R120). Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Please also be aware that our couriers attempt to deliver orders no more than 3 times to your given address. After these 3 attempts, they will only deliver once they have received a date and time from the customer directly, but if this attempt fails as well then the parcel will be returned to Ultima's warehouse in which the customer will have to pay an additional R110 for the reshipment of their order.