ULTRA-LINK'S RETURN & REFUND POLICY

At ULTRA-LINK, your trust and satisfaction are our top priorities. Our commitment is to deliver quality products along with transparent after-sales policies, designed to fully safeguard customer rights.

This policy applies to all ULTRA Pocket Wifi products purchased from our official website.

1. Satisfaction Guarantee: 30-Day Money-Back
We are confident in the quality of our products and want you to have the best possible experience. If you are not satisfied for any reason, we are ready to issue a refund.

  • Applicable timeframe: Within 30 days from the date you receive the product.

  • Solution: 100% refund of the product's value.

  • Requirements: The product must remain in its original, intact condition, with no signs of impact, scratches, water damage, or other user-induced damage. Please return the product along with its complete original box, accessories, and packaging.

  • Please note: Shipping costs for returns in this specific case will be borne by the customer.

2. Comprehensive Protection: 1-for-1 Exchange for Manufacturer Defects
We guarantee that every product reaching you is in perfect condition.

  • Applicable timeframe: Within the first 15 days from the date of receipt.

  • Condition: The product experiences technical defects from the manufacturer and does not function as described.

  • Solution: Immediate 1-for-1 exchange for a brand new product. All shipping costs will be borne by ULTRA-LINK.

  • Please note: After 15 days, the product will be subject to our standard 3-year warranty policy.

3. Accurate Delivery: Immediate Support for Incorrect or Missing Products
Accuracy in every order is our responsibility.

  • Condition: You received a product with an incorrect model, wrong quantity, or missing accessories compared to your original order.

  • Solution: Please contact us immediately. ULTRA-LINK will promptly send the correct product and retrieve the incorrectly delivered item. All incurred shipping costs will be our responsibility.

4. Lifetime Genuine Product Guarantee: Double Refund for Counterfeits
We commit to 100% genuine, high-quality products.

  • Applicable timeframe: Lifetime.

  • Condition: You have authentic proof that a product purchased from ULTRA-LINK is counterfeit or fake.

  • Solution: We will refund 200% of the order value and bear all related liabilities as a sincere apology.

General Conditions for Product Returns & Exchanges
To ensure a swift and smooth process, please ensure the following conditions are met:
✅ Eligible product for return/exchange:

  • Has an invoice or order ID to verify the transaction with ULTRA-LINK.

  • The product is intact and has not been repaired.

  • Includes its complete original box, packaging, manual, and all accompanying accessories.

  • The warranty seal (if any) must be intact.

❌ Cases not eligible for return/exchange:

  • The product has exceeded the return/exchange timeframe specified above.

  • Faults arising from user error: drops, heavy impact, scratches, water damage, incorrect power supply usage, or unauthorized disassembly/repair.

  • The product is missing its original box or accessories.

  • Damage caused by external factors such as natural disasters or fire.

Simple 4-Step Return & Exchange Process

Step 1: Contact and Provide Information
When you need to return or exchange a product, please contact our Customer Service team via:

  • Email: [email protected]

  • Information to provide: Order ID, a brief description of the issue you are facing, and the reason for the return/exchange (with photos or videos if available, for the quickest support).

Step 2: Await Confirmation from ULTRA-LINK
Within 24 business hours, our support department will respond to your email, confirm eligibility, and provide detailed instructions for the next steps, along with the shipping address for the return.

Step 3: Return the Product
Please carefully package the product, including all accessories, gifts (if any), and the invoice, then send it to the address we provided.

Step 4: Receive New Product or Refund
Immediately upon receiving the returned item, we will conduct an inspection within 3-5 business days.
If the request is eligible, we will send a new product or proceed with your refund.
The refund process may take 5-7 business days to be processed by the bank.

ULTRA-LINK sincerely thanks you for your trust and cooperation!