Refund policy
Ultramarinelife aims to make returns, refunds and warranty claims clear and straightforward. This policy applies to purchases made through our online store and should be read together with our Terms of Service and Shipping Policy.
Our operating entity is Ultramarine Technology Co., Ltd., Hong Kong SAR, China. We respect mandatory consumer protection laws applicable to our customers. Nothing in this policy is intended to exclude or reduce rights or remedies that cannot legally be excluded or reduced.
1. 30-Day Return Window
You may contact us to request an eligible return within 30 calendar days after you receive the product.
The return period begins on the date you receive the product, not the date you place the order.
Please contact customer support before returning any item. We will confirm the return eligibility, applicable instructions and the appropriate return address.
To help us review your request, please provide:
* Your order number and the email address used at checkout.
* The product you wish to return.
* The reason for the return.
* Photographs or other supporting information where relevant.
A return request must be assessed in accordance with this policy and any mandatory consumer rights that apply.
2. Change-of-Mind Returns
If you wish to return an eligible product because you changed your mind or no longer need it, a 20% restocking fee may apply to the value of the product or products being returned.
The fee is calculated on the value of the returned product or products only. It does not include shipping fees.
For example, if the product value being returned is AUD $100, the restocking fee would be AUD $20. The remaining product value would be AUD $80 before any other adjustments permitted by law.
For change-of-mind returns, products should be returned in an appropriate condition for inspection, with accessories and original packaging where reasonably available. We will advise you of any applicable requirements before the return is sent.
This fee does not automatically apply to faulty, damaged or incorrectly supplied products. Any fee or deduction will be assessed consistently with applicable law and will not be applied where prohibited.
3. Faulty, Damaged or Incorrect Products
If a product arrives faulty, damaged or different from the product you ordered, contact us as soon as reasonably practicable.
Please provide your order number, a description of the issue and clear photographs or other evidence where appropriate. We may ask for additional information to assess the issue and determine the appropriate next steps.
Depending on the circumstances and applicable law, the available resolution may include a repair, replacement, refund or another remedy required by law.
Faulty, damaged or incorrectly supplied products are not automatically subject to the 20% change-of-mind restocking fee.
This section does not limit any mandatory consumer guarantees or statutory remedies.
4. Return Addresses and Instructions
Ultramarinelife can arrange returns through the following locations, depending on the order, destination and circumstances:
Hong Kong
Room 2, 3/F, Ruby Commercial Building, 480 Nathan Road, Kowloon, Hong Kong SAR
Shenzhen, China
104–106, Building Saige Kejiyuan, Huaqiang North Road, Futian District, Shenzhen, Guangdong, China
Australia
PO Box 6014, Chullora, NSW 1405, Australia
Please contact customer support before sending a return. We will confirm which address is appropriate for your order and provide any required return instructions. Do not assume that every address is suitable for every parcel or carrier.
Customers in Australia may be able to return items to the Australian address. Customers in other countries may be directed to the Hong Kong or Shenzhen location, or to another suitable return address if available.
Return shipping arrangements and costs depend on the reason for return, the destination, the circumstances of the claim and applicable law. We will advise you of the relevant arrangements when confirming your return.
5. Refund Processing
Once an eligible return has been received and inspected, or a refund has otherwise been approved, we generally initiate the refund within 1–2 business days.
Refunds are normally issued to the original payment method where possible. The time required for the funds to appear in your account depends on your payment provider, card issuer or bank.
The amount refunded may reflect a valid change-of-mind restocking fee or other adjustment permitted by this policy and applicable law. We will not apply deductions that are prohibited by mandatory consumer protection laws.
6. Delayed Delivery Compensation
For an eligible order that is delivered and signed for more than 30 calendar days after the original order date, you may contact our customer support team after signing for delivery and request a partial refund equal to 10% of the total product amount for that order, excluding shipping fees.
We will verify the order date and available delivery or signature records before determining eligibility.
This compensation:
* Is calculated on the total product amount for the relevant order, excluding shipping fees.
* Is a partial refund and is not a full refund of the order.
* Is requested after the customer has received and signed for the delivery.
* Does not replace any other remedy that may be available under mandatory consumer protection law.
Orders that have not been delivered are handled separately. We will review the shipment and determine appropriate next steps based on the circumstances and applicable law. The 10% signed-delivery compensation does not automatically apply to undelivered orders.
7. Three-Month Voluntary Manufacturing Defect Warranty
We provide a voluntary three-month manufacturing defect warranty, starting on the date you receive the product.
If you believe a product has a manufacturing defect covered by this voluntary warranty, please contact us with your order number, a description of the defect and reasonable supporting evidence.
We will assess the claim and advise whether further inspection, a return, a replacement or another resolution is appropriate under the circumstances.
The voluntary warranty may not cover damage resulting from accidents, misuse, unauthorized modification or ordinary wear and tear. However, these limitations do not exclude or reduce any statutory consumer guarantee or remedy that applies under law.
This three-month voluntary warranty is additional to your legal rights and does not limit, replace or shorten those rights. Where mandatory law provides a longer period or a different remedy, the applicable legal requirements prevail.
8. Exchanges
If you would like to exchange a product for another model, size or variation, contact customer support before sending anything back.
Exchanges are subject to stock availability, shipping arrangements, the circumstances of the request and applicable law. Where a direct exchange is unavailable, we may explain the available return and repurchase options.
Nothing in this section limits a remedy that must be provided under applicable consumer protection law.
9. Refunds for Cancelled or Undelivered Orders
If an order is cancelled before dispatch, or cannot be delivered, contact us so that we can review its status.
Depending on whether the order has been dispatched, the carrier’s investigation, the reason for non-delivery and applicable law, we may consider cancellation, a refund, reshipment or another appropriate resolution.
Undelivered orders are not automatically assessed under the 10% compensation rule for orders delivered and signed for more than 30 calendar days after the original order date.
10. Contact Us
For return requests, refund enquiries or warranty claims:
Email: sales@ultramarinelife.com
Phone: +86 135 2879 0910
WhatsApp / WeChat: +86 135 2879 0910, subject to service availability
Customer service hours are Monday–Friday, 9:00 AM–5:00 PM Sydney time, excluding public holidays. We aim to respond to email enquiries within two business days.
11. Consumer Protection
This policy is governed by and interpreted consistently with our Terms of Service. Ultramarinelife respects mandatory consumer protection laws applicable to our customers, including rights that may apply in the country or region where a customer resides.
Nothing in this policy excludes, restricts or modifies any right, guarantee or remedy that cannot lawfully be excluded, restricted or modified.
Operated by: Ultramarine Technology Co., Ltd., Hong Kong SAR, China.
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