Refund policy

Return & Exchange Policy

Ultralight Company

Ultralight is committed to providing the best possible shopping experience for its customers. Therefore, we have established a clear Return & Exchange Policy to ensure fairness, transparency, and flexibility for all parties under the following terms and conditions:

1. Return & Exchange Period

Customers may request a return or exchange within a maximum period of 50 days from the purchase date, subject to the terms and conditions outlined below.

2. Conditions for Return or Exchange Approval

To qualify for a return or exchange request, the following conditions must be met:

  • The original purchase invoice must be provided.
  • The product must remain in its original condition as received.
  • The product must be new and unused.
  • The product must be free from scratches, damage, or misuse.
  • The original packaging and all accessories must be included.
  • The product will be inspected by the relevant department to verify compliance with the return and exchange conditions. Approval or rejection of the request will depend on the inspection results.

3. Cases Not Eligible for Return or Exchange

Returns or exchanges will not be accepted in the following cases:

  • Products damaged or misused after delivery.
  • Incomplete products or products missing accessories or original packaging.
  • Products that were specially modified based on the customer’s request.
  • LED strip lights that were cut according to the customer’s request or cut by the customer after purchase.
  • Custom-made or special-order products.

4. Shipping & Transportation Fees

If the return or exchange request is due to:

  • A manufacturing defect.
  • An error in the order or delivery caused by the company.

Ultralight will bear all shipping, transportation, and delivery costs.

However, if the return or exchange is requested based on the customer’s personal preference, the customer will be responsible for all shipping and transportation fees associated with the process.

5. Return & Exchange Methods

Products may be returned or exchanged through one of the following methods:

1. Through the Ultralight Sales Team

Customers may contact customer service or technical support directly to arrange product pickup or return procedures.

2. Through the Showroom

Customers may visit the same showroom where the purchase was made to complete the return or exchange process.

6. Refund Policy

  • Refunds will be processed within up to 7 business days from the date the product is received, inspected, and the return request is approved.
  • If payment was made through:
    • Cash on Delivery (COD)
    • Bank Transfer
    • SADAD
    • Bank Cards (Visa / Mada)

The refund will be transferred to the customer’s bank account via bank transfer.

  • Orders placed through the website or electronic platforms will be refunded through the original payment method or bank transfer, depending on the case.

7. Installment Orders (Tabby / Tamara)

  • Orders paid through installment platforms such as:
    • Tabby
    • Tamara

Are eligible for refund only.

  • The refund will be processed through the same installment platform according to its approved policies.
  • Exchange with price differences is not available for installment orders.

8. Return or Exchange Request Process

Customers may submit return or exchange requests by contacting customer service through:

Unified Number: 0500333533

(Call or WhatsApp)

Working Hours

Saturday to Thursday

From 8:00 AM to 5:00 PM

9. Order Cancellation Policy

  • Customers may cancel an order free of charge if the order has not yet been shipped.
  • If the customer delays completing order procedures or fails to respond to the customer service team, the company reserves the right to cancel the order.

10. Important Notes

  • Bank transfer refunds are processed after contacting customer service or technical support via WhatsApp.
  • The company reserves the right to reject any return or exchange request that does not comply with the above-mentioned terms and policies.
  • This policy is designed to ensure service quality and protect the rights of both the customer and the company.

Contact Us

Email:

[email protected]

Ultralight is always honored to serve you and strives to provide the best shopping and after-sales service experience.

Customer service Sales