Refund Policy

1. 30-Day Return Policy

We offer a 30-day return policy from the date of delivery. If you are not satisfied with your purchase, you may return the product within 30 days for a full refund, provided the following conditions are met:

• The product is unused and in its original condition.
• The product is in its original packaging, including all accessories, manuals, and documentation.
• You have obtained a Return Merchandise Authorisation (RMA) number from our team before shipping the item back.
• The return is initiated within 30 calendar days of the delivery date.

2. How to Initiate a Return

To return a product, please follow these steps:

1. Contact Us: Email us at info@ultraboxstore.com or call (03) 9028 4756 during business hours (Monday–Friday, 9:00 AM–5:00 PM AEST/AEDT). Please include:
   • Your order number
   • The product(s) you wish to return
   • The reason for the return
2. Receive Your RMA Number: Our team will review your request and issue an RMA number along with return shipping instructions within 1–2 business days.
3. Ship the Product: Securely package the product in its original packaging and clearly mark the RMA number on the outside of the parcel. Ship the product to the address provided in your RMA instructions.
4. Inspection & Refund: Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund.

Important: Products returned without a valid RMA number may not be accepted and could be returned to sender at your expense.

3. Refund Processing

Once your return is approved:

• Your refund will be processed to your original payment method via Stripe.
• Please allow 5–10 business days for the refund to appear in your account, depending on your financial institution.
• You will receive an email confirmation when the refund has been processed.

The refund amount will be the full purchase price of the returned product(s). Original shipping is free, so there is no shipping cost to refund.

4. Return Shipping Costs

• Change of Mind Returns: The customer is responsible for return shipping costs when returning a product due to change of mind.
• Faulty or Incorrect Products: We will cover return shipping costs if the product is faulty, damaged on arrival, or if we sent an incorrect item. In these cases, we will arrange a prepaid return shipping label for you.

5. Faulty Products & Australian Consumer Law

Under the Australian Consumer Law (ACL), our products come with guarantees that cannot be excluded. If a product has a fault or defect, your rights under the ACL apply regardless of our 30-day return window.

You are entitled to:

• A replacement or refund for a major failure.
• Compensation for any other reasonably foreseeable loss or damage resulting from a major failure.
• A repair or replacement if the product fails to be of acceptable quality and the failure does not amount to a major failure.

A major failure includes situations where:

• The product would not have been purchased by a reasonable consumer if they had known about the issue.
• The product is significantly different from its description, sample, or demonstration model.
• The product is substantially unfit for its common purpose and cannot easily be made fit.
• The product is unsafe.

To make a claim under the ACL, contact us with details of the fault and your proof of purchase.

6. Non-Refundable Items

Refunds will not be issued in the following circumstances:

• Products that have been used, opened, or are not in their original condition (for change-of-mind returns).
• Products returned without original packaging, accessories, manuals, or documentation (for change-of-mind returns).
• Products with physical damage caused by the customer, including water damage, drops, or misuse.
• Returns initiated after the 30-day return period (unless the product is faulty under the ACL).
• Products returned without a valid RMA number.

Please note that these exclusions do not affect your statutory rights under the Australian Consumer Law for faulty products.

7. Exchanges

If you would like to exchange a product for a different item, please follow the standard return process to return the original product for a refund, and then place a new order for the desired item. This ensures the fastest processing time.

8. Damaged or Incorrect Orders

If your order arrives damaged or you receive an incorrect product:

1. Contact us within 7 days of delivery with photographs of the damage or incorrect item.
2. Do not discard the product or packaging until we have advised you on the next steps.
3. We will arrange a replacement or full refund at no additional cost to you, including a prepaid return shipping label if needed.

9. Contact Us

If you have any questions about our Refund Policy or need to initiate a return, please do not hesitate to contact us:

• Email: info@ultraboxstore.com
• Phone: (03) 9028 4756
• Business Hours: Monday–Friday, 9:00 AM–5:00 PM AEST/AEDT
• Address: MPIT PTY LTD, Suite 12, 440 Collins Street, Melbourne VIC 3000, Australia