Refund policy

ULTRANOVA Return & Exchange Policy

At ULTRANOVA, we create limited and exclusive pieces. To maintain our strict quality standards, please review our 30-day return and exchange policy carefully before initiating a request. 

1. Return Window

You have 30 calendar days from the date of receiving your item to request a return or exchange.

2. Return Conditions

To be eligible for a return, items must be in their original, unaltered condition. All returned items must meet the following requirements:

  • Unworn & Unused: No signs of wear, including but not limited to stains, odors (perfume, smoke, etc.), or indications of washing/dry cleaning.
  • Original Packaging: The item must be returned in its full original packaging, including any branded boxes, dust bags, or specialized packaging.
  • Tags Intact: All original tags, security seals, and attachments must remain intact and unremoved.

Proof of Purchase: A receipt or valid proof of purchase is required.

Note: ULTRANOVA reserves the right to refuse returns or apply a restocking/restoration fee if the items do not meet these premium standards.

3. Exceptions & Non-Returnable Items

Due to the exclusive nature of our collections, certain items cannot be returned:

  • Custom or personalized products (such as special orders).
  • Items clearly marked as Final Sale on the product page.
  • Sale items and gift cards.

4. How to Initiate a Return

Items sent back to us without prior authorization will not be accepted. To start a return, please follow these steps:

  1. Contact our support team at support@ultranova.store with your order number and the reason for the return.
  2. If your return is accepted, we will provide you with the return address and detailed instructions on how and where to send your package.

Please note: Return shipping costs are the responsibility of the customer. We strongly recommend using a trackable and insured shipping service, as we cannot guarantee receipt of your returned item.

5. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery. If the item is defective, damaged, or incorrect:

  • Contact us at support@ultranova.store within 48 hours of delivery.
  • Provide photo evidence of the issue.
  • Once evaluated, we will arrange a replacement, repair, or full refund, covering all associated shipping costs.

6. Exchanges

The most efficient way to ensure you receive the desired item is to return the original item for a refund. Once the return is approved, you can place a separate order for the new piece, subject to availability.

7. Refunds

We will notify you once we have received and inspected your returned item.

  • Approval: If approved, the refund will be processed automatically to your original payment method within 5–10 business days.
  • Processing Time: Please note that your bank or credit card company may require additional time to post the transaction.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at support@ultranova.store.