1. Return Eligibility

Eligible Ultiviva™ products may be submitted for a standard return request within 30 calendar days of delivery.

For change-of-mind or preference-based returns, the following conditions apply:

• The item should be unused and free from customer-caused damage.
• Original packaging should be included where reasonably applicable.
• Accessories, cables, manuals, inserts, and included components should be returned with the product.
• A valid order number or other proof of purchase may be required.

2. How to Request a Return

Before mailing any product back, contact Ultiviva™ customer care at:

We will review your request and explain the available next steps. For an approved return, we will provide the correct return address, packing and shipping instructions, and confirm who is responsible for return shipping before you send the item.

3. Damaged, Defective, Incorrect, or Misdescribed Products

Please check your order after delivery. If an item arrives damaged, is defective, is incorrect, or materially differs from its product description, contact service@ultiviva.com as soon as reasonably possible.

We will review the issue and provide an appropriate replacement, refund, or return solution at no additional cost to you. The resolution will take account of the issue and any applicable consumer rights.

If we require the affected item to be returned, we will provide a prepaid return label or arrange another prepaid return method. If we agree with you that you will purchase postage instead, we will confirm the shipping method and reimburse the agreed return postage against proof of payment.

You will not be required to place a new paid order or pay additional shipping charges to receive an agreed replacement for a confirmed product issue.

4. Return Shipping Costs & Original Shipping Charges

Change-of-Mind or Preference-Based Returns

If you return an eligible item because you changed your mind, no longer need it, or prefer a different product, you are responsible for the return shipping costs.

Return postage depends on the authorized return destination, package size and weight, and carrier selected. We will provide the return destination before you arrange shipping so you can obtain a postage quote. We recommend using a trackable shipping service and keeping proof of postage.

Original shipping charges paid to deliver the order are non-refundable for preference-based returns, except where required by applicable law. If your order received free shipping, we will not deduct a previously uncharged outbound shipping fee from your refund.

Damaged, Defective, Incorrect, or Misdescribed Items

Ultiviva™ covers required return shipping costs for items confirmed to be damaged, defective, incorrect, or materially different from their description. We will arrange prepaid shipping or an agreed postage reimbursement as described in Section 3.

If a refund is provided for an affected item, it will include the amount paid for that item and any original shipping charges attributable to it. If the entire order is refunded because of such an issue, all original shipping charges paid for that order will also be refunded.

5. Items That May Not Be Eligible for Standard Return

The following may be excluded from change-of-mind or preference-based returns:

• Products materially altered, modified, or damaged by the customer after delivery.
• Items with important components or accessories lost after delivery.
• Personalized or specially configured products where the return restriction was clearly disclosed before purchase.
• Gift cards or other non-physical stored-value products, where permitted by applicable law.
• Products clearly identified as final sale before purchase, where permitted by applicable law.

These exclusions do not remove your right to report a damaged, defective, incorrect, incomplete, or materially misdescribed order. Mandatory consumer rights are unaffected.

If you are uncertain whether your item qualifies, contact service@ultiviva.com before sending it back.

6. Exchanges

For a preference-based change to another model or variation, contact us to arrange an eligible return. You may then place a separate order for the preferred product. The preference-based shipping rules in Section 4 apply.

If your item is damaged, defective, incorrect, or materially misdescribed, contact us before purchasing another item. We will arrange the appropriate resolution under Section 3, including any agreed replacement at no additional cost.

7. European Union Cancellation Rights

Where applicable consumer law provides a cooling-off or withdrawal right for qualifying European Union purchases, eligible customers may exercise that right within the legally required period.

Statutory withdrawal rights apply independently of our voluntary change-of-mind policy. Where applicable law requires a different return condition, shipping-cost allocation, refund amount, or refund deadline, that requirement takes precedence over this policy.

8. Refund Processing

After an authorized return reaches the designated return location, we will inspect the item and notify you of the refund decision. If we agree that no return is required, the refund will proceed after approval without waiting for a returned item.

• Approved refunds are issued to the original payment method.
• Please allow up to 10 business days for us to process an approved refund.
• Shipping-charge refunds follow Section 4 and any applicable mandatory requirements.
• Your bank, card issuer, PayPal, or other payment provider may require additional time to post the funds.

9. Return Shipping Destination

Return destinations can vary according to the product, fulfillment location, and reason for the return. Contact us to obtain the destination and shipping instructions applicable to your order.