Cancellation Policy

Cancellations

Cancellation request will only be processed within the order processing stage via submitting a ticket. All other cancellation requests made through other means (such as email and phone calls etc.) will not be accepted.

If your ordered goods have already been packed or dispatched from our warehouse, you may still cancel your order. However, an administration fee of EUR18 and a return shipping fee will be liable to you and be deducted from your refund.

If you have already received the item, you may still cancel the order in accordance with our 30-Day Return Policy.

 

Duplicated Orders

If you have placed a duplicated order by mistake or if the order was placed due to a system or technical malfunction, please let us know before your order has been dispatched. We will then cancel the order as per your request.

 

Security Check

We may require additional information or documentation to verify your order in certain situation by security means. If this verification procedure has not been completed within 5 business days, your order will be automatically cancelled.

Orders Under the Suspicion of Fraud

Please note that all orders that we deem to be fraudulent or placed under the suspicion of financial fraud will be subjected to immediate cancellation at our discretion. We also reserve the right to ban the visitor/user from our website permanently.

 

Return Policy

30- Day Return Policy

Please note that you are allowed to return an order at your own cost for a refund within 30 days upon the delivery of the order. However, all refund requests must be submitted through a ticket within this 30-day period.

Upon doing so, we will provide you with specific instructions on how to proceed with returning the goods back to us. Your order(s) is/are eligible to a refund less an administration fee of EUR18 subject to below conditions:

1. The item must have been purchased from Ultra Online EU (www.ultraonlineeu.com)

2. A refund ticket that was submitted and received within 30 days upon the delivery of the order.

3. Your item returned with a copy of your invoice, return authorisation number and authorisation form.

4. Your order must have all of its original packaging with all of its accessories and other materials in an undamaged condition.

5. Your order must be returned to our specified address within 14 days after we acknowledge your request 

After we acknowledge your request, we will provide you with specific instructions on how to proceed with returning the goods back to us.

Special Note

* All headphones, earphones, and personal care items will not be eligible for returns due to hygiene concerns.

*Cameras must not have their shutter count exceed 30 in order to be considered to be brand new and will be exempt from the 30-Day Return Policy.

*All Apple products that has been activated due to Customs or Quality Checks will not be considered to be brand new and will be exempt from 30-Day Return Policy

*Mack Warranties, LEGO Items & Electric Scooters are not eligible for returns or refunds

Return of Faulty Items

If the items that you receive are found to be faulty with a manufacturer defect you may choose to return the item to us. However, a return request must be made within 30 days of receiving the item.

Upon doing so, we will provide you with specific instructions on how to proceed with returning the goods back to us and you may be eligible for a full refund if the following conditions are met.

1. The item must have been purchased from Ultra Online EU (www.ultraonlineeu.com)

2. A return ticket that was submitted via RMA Ticket System and received within 30 day after the listed date on your receipt

3. Your item returned with a copy of your invoice

4. Your order must have all of its original packaging with all of its accessories and other materials in an undamaged condition.

5. Your order must be returned to our specified address within 14 days after we acknowledge your request

6. The items that were returned are deemed to be faulty after our inspection

After we acknowledge your request, we will arrange a courier partner to pick up your return package from your listed delivery address and have the item delivered back to our warehouse.

However, if your item does not meet the aforementioned conditions, the return shipping cost may be deducted from your final refund amount.

 

Return of Wrong or DOA Item

If the item that you have received was the wrong item or Dead on Arrival (DOA), you must notify us within 30 days of having received the item.

Upon doing so, we will provide you will specific instructions on how to proceed with returning the goods back to us and you may be eligible for a full refund if the following conditions are met.

1. Items that do not work straight out of the box (DOA)

2. Items that were not the item that you ordered (Wrong items)

3. If you have received the wrong item, the items must be returned unopened and unused with full and complete packaging. This includes all included accessories and materials.

4. For DOA items, the items must have all of its original packaging with all of its accessories and other materials in an undamaged condition.

5. Your order must be returned to our specified address within 30 days after we acknowledge your request

6. The items that were returned are confirmed to be DOA or the wrong item after our inspection

After we acknowledge your request, we will arrange a courier partner to pick up your return package from your listed delivery address and have the item delivered back to our warehouse.

However, if your item does not meet the aforementioned conditions, the return shipping cost may be deducted from your final refund amount.

 

Further Notes

1. You must take all reasonable care of the items and return them in its original and undamaged condition.

2. Unless specified in the above Terms and Conditions, you agree to be responsible for the cost(s) of returning the items to our specified address. If you choose to have your order refunded, we will refund you the total amount minus the postage fee. This would occur within 72 hours. Please note that this does not infringe your statutory rights.

3. We are not responsible for physical damage or loss of your parcel during return shipments.

4. Certain items such as consumables, perishables, personal care items, earphones, headphones are not eligible for returns due to hygiene concerns

5. During LCD manufacturing process, it is not uncommon for one or more sub-pixels to become fixed in an unchanging state. If this occurs during the DOA period (30 days), then you are eligible for an LCD replacement.

* Defects are considered to be 5 dead pixels anywhere on the LCD display.

6. We reserve the right to not accept a return if they do not satisfy the conditions stated in the Return & Refund Policy.

7. Any external network related issue (e.g. SIM Card, availability, coverage, service, range etc.) of mobile phones and tablets are not covered under Ultra Online’s Faulty or DOA Return & Refund Policy.

8. Any issues caused by the firmware, software, modification to operating system such as rooting and jailbreaking will not be covered by Ultra Online’s Faulty or DOA Return & Refund Policy.

9. Any free gift must also be returned.

10. No restocking fee will be applied to return which meets the conditions stated above in the policy. However, we reserve the right to deduct a restocking fee (shown below) from your refund if the return does not meet the condition(s) specified.

Order amount               Restock Fee
Below 300EUR               30EUR
300EUR or above           10% of order amount up to 300EUR

Refund Policy

Upon receiving your returned item, we shall inspect your goods to ensure if they meet the aforementioned conditions.

Once approved your refund will be processed in accordingly and a credit will be applied to your original payment method.

This would vary in terms of time based on which payment method was selected. When your refund is being processed, a notification email will be sent to your registered email.

Late or missing refunds

If your refund was delayed, please kindly check with your bank, credit card company or even the payment method as it may be delayed due to processing time.

If you have done so and still have not received the refund please contact us at [email protected]

 

Return Address

Ultra Online
Unit A,
2/F, Hung To Centre,
94-96 How Ming Street,
Kwun Tong, Kowloon,
Hong Kong

(* Please contact RMA before returning to the above address)