Refund Policy

Last updated — November 7, 2026

1. Introduction

At Ultra Cleany, we want you to be satisfied with your purchase. This policy establishes the conditions for returns, inspections, refunds, and replacements.

Please read it together with our Terms and Conditions and Shipping Policy.

Mandatory consumer rights remain applicable. The exclusions, charges, deductions, and procedures below apply to the fullest extent permitted by law. They do not exclude remedies for defective or nonconforming goods or other rights that cannot legally be restricted.

2. Return Period and Notification

Return Period

You must notify us of a change-of-mind return within 14 calendar days after receiving your product, subject to the conditions in this policy.

Any longer return period expressly advertised for your order applies according to its stated conditions.

Notification

Email contact@ultracleany.com with your order number and a clear statement that you wish to return the product.

For defective, damaged, or incorrect products, include a description of the issue and relevant photographs.

A reason is not required when exercising a statutory right of withdrawal.

Once you have notified us, send the product back within the applicable return period. For statutory EEA and UK withdrawal, this is generally within 14 calendar days after notification.

3. Return Process

Requesting a Return

Include your order number and the items you wish to return. If the request concerns a product issue, include the information necessary to assess it.

Return Instructions

After reviewing your request, we provide the return instructions, warehouse address, and any reference required for your parcel.

Do not send products to our registered company address, an address found online, or a warehouse that we have not identified for your return.

Providing return instructions does not confirm the product’s condition or constitute final approval of a refund. Final assessment takes place after inspection, subject to applicable refund deadlines.

Optional Prepaid Return Label

If you prefer not to arrange return shipping yourself, we may exceptionally offer a prepaid return label, depending on the route and available services.

If you choose this option, $20, or the stated equivalent in the relevant currency, will be deducted from your refund to cover the return shipping service.

If a label is unavailable, you must arrange shipping yourself.

No label charge applies where we are responsible for return shipping.

4. Return Destination, Shipping Costs, and Parcel Protection

Return to the Original Dispatch Warehouse

The product must be returned to the warehouse from which it was originally dispatched. We provide the exact address and return instructions.

Our logistics centers are located across Europe, America, and Asia. Your return destination may therefore be outside your country of residence.

If items were dispatched from different warehouses, follow the instructions provided for each item.

Return Shipping Costs

For change-of-mind returns, the customer pays the full direct cost of returning the product to the original dispatch warehouse.

This includes international return postage where applicable. Return costs depend on the parcel’s size, weight, destination, and shipping service.

An outbound shipping promotion does not cover return shipping unless expressly stated.

For confirmed defective or incorrect products, we arrange or reimburse the return costs for which we are responsible.

Tracked and Insured Shipping

We recommend using a tracked and insured shipping service to verify delivery and protect the parcel against loss or damage.

Keep your shipping receipt, tracking number, and insurance documents until the return is resolved.

Package the product securely and include its accessories and components. Where you arrange the shipping service, you are responsible for pursuing available carrier claims concerning loss or damage during return transit.

We do not assume responsibility for a shipping service independently selected and contracted by you beyond our applicable legal obligations.

Incorrect Return Addresses

Products sent to an address other than the one provided may be delayed, rejected, or incur recovery costs.

You are responsible for reasonable additional costs caused by disregarding correct return instructions.

5. Inspection and Refunds

Inspection

After receiving the return, we inspect the product, packaging, accessories, contents, and security or hygiene seal.

Inspection generally takes up to 7 business days, excluding weekends and public holidays observed by the receiving warehouse.

Inspection does not extend a mandatory refund deadline.

Refund Approval

A refund depends on the applicable return entitlement and the product’s condition. Sending a product back does not automatically establish eligibility for a full refund.

Where a product fails to meet our voluntary return conditions, we may decline the voluntary return or offer an exceptional resolution.

Refund Method and Timing

Approved refunds are issued through the original payment method unless another method is expressly agreed without additional cost to you.

For statutory EEA and UK withdrawal, reimbursement is generally due within 14 calendar days after notification. Where permitted, we may withhold reimbursement until receiving the goods or evidence of dispatch, whichever occurs first.

For other accepted returns, we process the refund following inspection and within the applicable deadline.

After processing, your payment provider may take 5–10 business days to display the refund.

Original Shipping Charges

Original shipping charges are nonrefundable for voluntary change-of-mind returns.

Where statutory withdrawal requires reimbursement of standard outbound delivery, that amount is included. Premium or express delivery supplements are excluded beyond the standard delivery amount where permitted.

For defective or incorrect products, we refund the shipping charges for which we are responsible.

Deductions

We may deduct recoverable return shipping charges, missing contents, and a legally recoverable reduction in value caused by damage or handling beyond permitted inspection.

Deductions reflect the actual circumstances and are explained to the customer.

6. Return Conditions and Hygiene Seals

Change-of-Mind Returns

For hygiene reasons, we do not accept opened, unsealed, or used products under our voluntary change-of-mind return offer.

To qualify, the product must meet all the following conditions.

It must be unused and undamaged.
It must include all original contents, accessories, labels, and packaging.
Its security or hygiene seal must remain completely intact and unopened.
It must not show signs of washing, alteration, contamination, or use.

Personalized or made-to-order products are excluded from this voluntary offer.

Personal-Use Cleaning Devices

Ultra Cleany ultrasonic cleaners are designed to clean compatible personal items, including dental appliances such as aligners, retainers, and dentures; prescription eyeglasses; jewelry such as earrings, rings, necklaces, and bracelets; compatible watch components; and other personal articles.

Use may introduce residues from those items into the device. Opened, unsealed, or used units therefore do not qualify for our unused-product return offer.

For sealed products covered by a statutory health or hygiene exception, breaking the qualifying seal after delivery excludes the corresponding right of withdrawal.

Exceptional Acceptance

If we exceptionally accept a return outside our voluntary conditions, we may agree on a deduction reflecting the product’s actual reduction in value.

Any statutory deduction for diminished value is assessed according to the applicable legal requirements.

These conditions concern change-of-mind returns. Product defect claims follow Section 10.

7. Consumables and Accessories

Consumable Products

Consumables are products designed to be depleted through use, including cleaning tablets.

Under our voluntary return offer, they may be returned within the 14-day notification period only if unused and in their intact original packaging.

Opened, partially used, or fully used consumables are excluded from that offer.

If you identify an apparent manufacturing defect, report it to contact@ultracleany.com within 30 calendar days of delivery where possible, including your order number and photographs.

Once verified, we provide a replacement or another applicable remedy.

Normal depletion through ordinary use is not a manufacturing defect and does not, by itself, create an entitlement to a return or refund.

Accessories for Continued Use

Accessories such as microfiber cloths are subject to progressive wear.

Under our voluntary return offer, they may be returned within the 14-day notification period only if unused and in their intact original packaging.

Accessories showing use, washing, alteration, or wear are excluded from that offer.

Report an apparent manufacturing defect to contact@ultracleany.com within 30 calendar days of delivery where possible, including your order number and photographs.

Once verified, we provide a replacement or another applicable remedy.

Ordinary wear is not, by itself, a manufacturing defect.

8. Exchanges and Replacements

Exchanges

We do not currently offer direct exchanges for change-of-mind purchases.

To obtain a different product, return the original item under this policy and place a separate order for the desired product.

Replacements

If you receive a defective or incorrect product, contact us with the relevant details.

After verification, we provide a replacement without additional cost or another appropriate remedy. Any choice of remedy provided by applicable law remains available.

9. International Returns

International returns follow the same request process, but postage costs and transit times may be greater.

The product must be returned to the original dispatch warehouse identified in our instructions. We do not guarantee a return address in your country of residence.

You are responsible for accurately completing shipping and customs documentation and following our instructions concerning returned merchandise.

For customer-paid change-of-mind returns, you cover the direct shipping costs and other return-related charges lawfully allocated to you.

Import taxes or duties paid directly to customs authorities or shipping companies are not automatically refunded by Ultra Cleany. Any recovery may need to be requested from the authority or provider that collected them.

Taxes collected by us are handled under the applicable refund requirements.

Do not send returns cash on delivery or impose charges on the receiving warehouse without our written agreement.

10. Defective, Damaged, or Incorrect Products

Our fulfillment procedures include quality-control measures intended to ensure that products are dispatched in appropriate condition. Issues may nevertheless occur, including during transport.

Report visible damage, defects, or delivery anomalies within 48 hours of receipt where possible so that we can preserve evidence and investigate with the shipping company.

Email contact@ultracleany.com with your order number, a description of the issue, and photographs of the product and packaging as received.

Keep the product and relevant packaging available for reasonable inspection. Do not continue using a product that appears unsafe.

Delayed notification may affect the evidence available for a carrier investigation. The reporting periods in this policy do not shorten mandatory guarantee or claims periods.

We may request reasonable additional information to verify the issue before determining the appropriate remedy.

Once verified, we provide the applicable remedy, which may include repair, replacement without additional cost, or refund.

We arrange or reimburse reasonable return costs for confirmed defective, damaged, incorrect, or nonconforming products where required. Keep postage receipts if you have paid those costs.

Ordinary wear, depletion, accidental damage, misuse, or damage caused by incompatible use is not automatically a manufacturing defect.

11. Contact

For return requests, questions, or assistance, contact us.

Brand — Ultra Cleany

Email — contact@ultracleany.com

Include your order number and relevant details so we can assist you.