Return & Refund Policy

We at ULTIMEA are committed to providing the highest quality product and the most friendly customer-service support to our customers and understand that our success can only be achieved from your complete satisfaction. 

Projector and Soundbar Return and Refund Policy

30-Day Easy Returns and Exchange Policy

1. Within 30 days of receiving the product, undamaged items can be returned for a full refund for any reason.

2. Within 30 days of receiving the product, products with obvious quality issues can be eligible for an exchange.

3. Products beyond 30 days come with a 2-year warranty period.

*Note:

- If it's a product issue and within 30 days, ULTIMEA covers the return shipping costs. This includes things like product damage, compatibility problems, or malfunctions.

-If it's due to subjective customer reasons, like using the product within 30 days and it being in perfect condition, the customer covers return shipping costs.

How do I return an item?

1. Please contact support@ultimea.com to initiate a return.

2. In your email, include the following information:

- Reason for the return

- Order screenshot to confirm the order number

3. ULTIMEA will get in touch with you within 24 business hours to provide a solution. If you still wish to proceed with the return and refund, ULTIMEA will share the appropriate return label or return address.

4. When returning the product, please make sure to include all the following:

- The returned item must be in its original packaging

- All accessories must be included

5. To expedite the refund process, after you've sent the product back, please send a return notification to ULTIMEA with the following information:

- Logistics provider

- Tracking number

6. Once the warehouse confirms receipt of the return, ULTIMEA will promptly process your refund, and you will receive an email notification titled "Refund notification".

How do I cancel my order？

1. To cancel an order before it ships, email support@ultimea.com with:

- The reason for cancellation

- A screenshot of your order to confirm the order number

2. ULTIMEA'll contact you within 24 hours to cancel your order. You'll receive an email confirmation titled "Order has been canceled".

3. If the product has already shipped, ULTIMEA'll email you to refuse the delivery. After the product is returned to our warehouse, ULTIMEA'll process your refund. You'll receive an email titled "Refund notification".

How long does it take to get a refund?

1. Once the product reaches our warehouse, ULTIMEA'll process the refund promptly. The refund will be issued using the same method as your original order. Typically, it takes 2-3 business days for processing (slight delays may occur during holidays).

2. After the refund reaches your credit card issuer, it usually takes 3-5 business days for them to complete the processing.

3. If you haven't received the refund yet, please double-check your bank account first.

*Note:

ULTIMEA will provide a full refund to you, but please be aware that your credit card issuer may deduct processing fees, which means you may receive a partial refund.

Date of Receipt and Return Window Period

The date of receipt used to calculate the return window period is based on the actual day of Signed date shown in the logistics information. If you miss the return window as a result of late delivery or incorrect information displayed on the logistics platform, please contact our customer service team for assistance.

In which situations can't you request a return or refund?

1. Clearance sale items are not eligible for returns, refunds, or exchanges, and returns for these items are not accepted.

2. Corporate purchases or bulk orders (10 or more products) may not be eligible for refunds.

3. Products purchased outside the official website cannot be returned or refunded through the official website. Please apply for returns or refunds at the original purchase store.

4. Items that have quality issues as a result of unauthorized repairs, misuse, negligence, water damage, modifications, or improper installation, or items with the label, device serial number, or security label torn or altered.

5. Items with information inconsistent with that on the warranty certificate.

    Other Rules of Return

    1. Items must be returned along with any accompanying free gifts for a full refund.

    2. Carefully inspect your purchase at the time of receipt. If the packaging or item is damaged, and you would like to reject receipt of the package, please inform the delivery personnel immediately. If you discover any defects after confirming receipt of your item, you may be required to provide a photo and video of your purchase for verification.

    3. ULTIMEA reserves the right to issue a refund without a return of the item.

    4. ULTIMEA will provide a return shipping address, and you provide and pay for your own mailing label.

    5. Returned items must be returned with all accompanying accessories.

    6. ULTIMEA will assume responsibility of returned items upon their arrival at the designated place.

    7. The return policy applies to all eligible countries and regions for shipping.

    Laser TV and Screen Return and Refund Policy

    Return and Refund Service Requests

    You may request Return & Refund Service under the following circumstances:
    • Within fifteen (15) calendar days of receiving a product if it has no manufacturing defects and remains in new or like-new condition. In this case, please note that the buyer is responsible for return shipping costs and a transaction fee if applying for a refund (Credit card issuers deduct actual transaction fees during refunds).
    • Within fifteen (15) calendar days of receiving a product if it has a manufacturing defect or quality issues. ULTIMEA will cover the return shipping costs and refund the product cost.
    • Within fifteen (15) calendar days of receiving the product if it does not match the original description in one or more significant respects.

    Situations Excluded from Return & Refund Service

    You cannot request Return & Refund Service under the following circumstances:
    • Request made beyond fifteen (15) calendar days of receiving the product.
    • Product returned without all original accessories, attachments, or packaging, or not in new or like-new condition (e.g., with cracks, dents, or scratches).
    • Legal proof of purchase, receipt, or invoice not provided or suspected of being forged or tampered with.
    • Fault or damage caused by unauthorized use or modification, exposure to moisture, entry of foreign bodies, improper installation, or operation.
    • Signs of tampering or alteration to product labels, serial numbers, waterproof marks, etc.
    • Damage caused by uncontrollable external factors such as fire, floods, high winds, or lightning strikes.
    • Received product not sent back to ULTIMEA within fifteen (15) calendar days after request refund confirmation.
    • The package was delivered and the carrier had a POD as proof, but the recipient claimed that the product was not received

    Return and Replacement Service Requests

    You may request Return & Replacement Service under the following circumstances:
    • Within fifteen (15) calendar days of receiving the product for substantial damage sustained in transit, proof of damage by the carrier can be provided to ULTIMEA.
    • Within thirty (30) calendar days of receiving the product for performance failure or irreparable equipment.

    Situations Excluded from Return & Replacement Service

    You cannot request Return & Replacement Service under the following circumstances:
    • Request made more than thirty (30) calendar days after receiving the product.
    • Legal proof-of-purchase, receipts, or invoices not provided or suspected of being forged or tampered with.
    • Product returned without all original accessories, attachments, or packaging, or containing items damaged by user error.
    • No defects found after appropriate tests conducted by ULTIMEA.
    • Fault or damage caused by unauthorized use or modification, exposure to moisture, improper installation, or operation.
    • Signs of tampering or alteration to product labels, serial numbers, water damage marks, etc.
    • Received product not sent back to ULTIMEA within fifteen (15) calendar days after replacement confirmation.

    Return Policy

    At ULTIMEA, we want you to be completely satisfied with your purchase. If you're not satisfied for any reason, you can return your product within 15 days of receiving it.

      Return guidelines:

    • Condition: The item must be in brand-new condition. Upon request, a condition check through photo or video evidence may be required.
    • Packaging Inspection: Carefully inspect your purchase upon receipt. If the packaging or item is damaged, please inform the delivery personnel immediately. If defects are discovered after confirming receipt, provide photo and video evidence for verification.
    • Refunds without Return: ULTIMEA reserves the right to issue a refund without requiring the return of the item.
    • Return Shipping: ULTIMEA will provide a return label. Please ensure that you return the product within the 7-day validity period of the return label.
    • Accessory Inclusion: Returned items must include all accompanying accessories.
    • Responsibility Upon Arrival: ULTIMEA assumes responsibility for returned items upon their arrival at the designated place.
    • International Return Policy: The return policy applies to all eligible countries and regions for shipping.

      Restocking fees:

    • No restocking fees will be charged if the product is returned in good condition within 15 days of receiving the return label.
    • A restocking fee of 100USD of the original order amount will be charged if the product is returned between 15 and 30 days after receiving the return label, or if the returned item is missing accessories, gifts, or has sustained cosmetic damage.
    • If the product is returned more than 30 days after receiving the return label, a restocking fee of 200USD will be applied.
    • In cases of intentional damage by the customer, the restocking fee can be increased up to 80%.

    Free Items or Gifts:

    You have the option to return free items or gifts received with a purchase. If you choose to keep the item, the retail value will be deducted from the total reimbursement amount.

    Return Fees:

    Seller Responsibility
    ULTIMEA is responsible for return shipping costs.
    Non-Seller Responsibility
    ULTIMEA is not responsible for return shipping costs. We will deduct the shipping fee from the total order amount

    Quality Control:

    All returned products are subject to quality control. Refunds or exchanges will not be provided for products not meeting our quality standards.

    How to Initiate a Return?

    • Contact support@ultimea.com to initiate a return. Please include the reason for the return and an order screenshot to confirm the order number. If there is a product problem, please provide relevant pictures or videos to prove it.
    • ULTIMEA will respond within 24 business hours to provide a solution. If you wish to proceed, ULTIMEA will provide the return label.
    • When returning the product, ensure it's in its original packaging and includes all accessories.
    • After sending the product back, send a return notification to ULTIMEA with the logistics provider and tracking number.
    • Once the warehouse confirms receipt of the return and conducts product inspecting，ULTIMEA will promptly process your refund or replacement.

    Refund Policy

    At ULTIMEA, we stand behind the quality of our products. All returned products are subject to quality control to ensure they meet our standards. Refunds or exchanges will not be provided for products that are not in sellable condition.
    Once your returned product is received and passes our quality control within 3 business days, we will notify you of its receipt. The refund process will then commence, and the total amount of the returned product value, less any associated costs, will be credited back to your original method of payment within the next 2-3 business days. If no relevant fees are incurred, the entire order amount will be refunded.

    Refund Processing:

    Refunds will be processed within 5-7 business days after we receive and inspect the returned item. Please note that credit card refunds may take an additional 1-3 business days to appear on your statement, depending on your bank.
    We value your business and are committed to providing exceptional customer service. If you have any questions or concerns regarding our return and refund policy, please don't hesitate to contact our customer service team for assistance.

    Missing Refunds (if applicable):

    If you haven't received your refund yet, please double-check your bank account first. If the refund is still not visible, please contact support@ultimea.com to request refund screenshots. Please be aware that while ULTIMEA will provide an order refund, your credit card issuer may deduct processing fees, resulting in a partial refund.

    Notice:

    For purchases not made directly through ULTIMEA online stores, we kindly ask you to contact your local retailers or dealers for after-sales service.

    Cancellation Policy

    All Products Applicable – Change of Mind, Purchased by Mistake, etc.

    Cancellation fee:

    For orders that have not been shipped
    Cancellation requests for orders can be accommodated if they are made before the shipment or production of the product. If you choose to cancel your order, you will be eligible for a refund, with a deduction of a transaction fee imposed by the financial institution during the processing of your original payment.
    For orders that have been shipped
    Additionally, please note that once the product has been shipped or has left our distribution place, cancellation is not possible. In the event the parcel is recalled by shipment or delivery process, charges of up to 10% logistics fee from the total order amount.

    How to Cancel Your Order?

    To cancel an order before it ships, please email support@ultimea.com with the following details:
    -The reason for the cancellation
    -A screenshot of your order to confirm the order number
    -ULTIMEA will contact you within 24 hours to process your cancellation request. You'll receive an email confirmation titled "Order has been canceled".
    If the product has already shipped, ULTIMEA will email you instructions to refuse delivery. Once the product is returned to our warehouse, ULTIMEA will process your refund. You'll receive an email titled "Refund notification".

     

     

    Contact Us

    Email: support@ultimea.com (Recommended)

    Phone call:

    USA: 1-888-598-8875


    Mon-Fri 9AM-5PM (PST)

    EU: 49-89-628-25828


    Mon-Fri 9AM-5PM (CET)