Refund policy

What gets refunded, how it reaches you, and how long it takes.

When a refund is issued

We issue a refund when: you return an item within the 30-day window in the condition set out in our returns policy; an item is faulty, damaged or not as described; a parcel is lost in transit; or you cancel a paid order before dispatch.

How much comes back

• Our error — faulty, damaged, wrong item, not as described, or lost in transit: 100% of the goods value plus the original shipping you paid, plus your return postage if you paid it out of pocket.
• Change of mind: 100% of the goods value. Original outbound shipping is not refunded; return postage is yours.
• Cancellation before dispatch: 100% of everything paid, including shipping.
• Partial return: the value of the returned lines. If the remaining order falls below the free-shipping threshold we do not retroactively charge shipping.

We do not charge restocking fees, handling fees or administration fees on any refund.

How long it takes

We inspect and approve within 2 business days of your return arriving. The refund is issued to the original payment method within 10 business days of approval. Your bank or card issuer then takes its own time — typically 3 to 5 business days, occasionally up to a full statement cycle. We will always send you the refund confirmation on the day we issue it, so you have something to show your bank.

Method

Refunds go back to the method used to pay, always. We cannot refund to a different card, a different account or a different person. If the original card has expired or been cancelled, your issuer will normally route the refund to the replacement card; if it does not, contact your issuer and we will supply the acquirer reference.

Non-refundable

• Sealed hygiene items (socks, toe spacers) once the seal is broken, unless faulty.
• Items returned outside the 30-day window without prior agreement.
• Items returned worn outdoors, altered, or without the original packaging.
• Return postage on a change-of-mind return.

If a refund has not arrived

Check your bank statement against the date on our refund confirmation, allow a full 10 business days after that date, then email orders@useultramaxusa.com with your order reference. We will chase it with our payment provider and keep you copied.

Because no payment is taken on useultramaxusa.com, there is nothing to refund on an unpaid request. Refunds only ever concern orders paid through the secure payment link our team sends you.