Returns & exchanges

30 days from delivery, on every item, in every country we ship to.

The window

You have 30 calendar days from the date your parcel is delivered to tell us you want to return or exchange it. The clock starts on the carrier's delivery scan, not on your order date. Tell us inside the window and you have a further 14 days to get the parcel moving.

Condition

Items must come back unworn outdoors, undamaged, and with any tags and original packaging. Trying shoes on indoors is expected and is not "worn" — walk on carpet, keep the box. For hygiene reasons socks, toe spacers and any item sold sealed cannot be returned once the seal is broken, unless the item is faulty.

How to start a return

1. Email orders@useultramaxusa.com with your order reference and which lines you are returning. One line of "why" helps us fix the sizing chart; it is not a condition of the return.
2. We reply within one business day with a return authorisation and the correct return address for your region. Do not send anything back before you have that address — parcels sent to the sender address on the label frequently do not reach us.
3. Pack it, attach the label, hand it to the carrier, and send us the tracking number.

Who pays the return shipping

Reason	Return shipping	Restocking fee
Faulty, damaged, wrong item or wrong size sent	We pay — prepaid label	None
Not as described	We pay — prepaid label	None
Changed your mind, or size does not fit	You pay	None

We do not charge a restocking fee in any case. Original outbound shipping is refunded when the return is our fault and is not refunded when it is a change of mind.

Exchanges

For a different size or colour of the same product, say so when you open the return. We reserve your replacement as soon as your return shows its first tracking scan, so you are not waiting on the round trip twice. Exchanges are limited to one per line; after that it becomes a return and a new order.

Faulty goods

Everything we sell is covered for manufacturing defects for 12 months from delivery. Sole separation, seam failure, zip failure, and delamination of a waterproof membrane are defects. Abrasion, compression of the midsole, and general wear are not. Send photos to orders@useultramaxusa.com before returning anything — most defect claims are settled from photographs alone.

Cancelling before dispatch

You can cancel a paid order at no cost any time before it is dispatched, which in practice means within 24 hours of payment. After dispatch it becomes a return under the terms above. Because nothing is charged at the request stage, a request that has not yet been paid can simply be ignored — tell us and we close it.

Money back timings live on the Refund policy.