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Satisfied or refunded (30 day returns)
Ultra Secure Limited was built on strong values regarding customer service and technical support. Our mission is to provide you with complete satisfaction for the long term. We trust in our solutions, which is why we naturally offer you more time to reflect. Take advantage of 30 days instead of the 14 days of the legal withdrawal period, so you can test and validate your new installation with certainty.
NEED HELP?
First and foremost, know that our team is at your disposal to help you set up your products. Each installation and environment is different, we know our products inside out and can guide you. Don't hesitate to contact us:
- By phone: 01604 589414
- By email: info@ultrasecuredirect.com
NOT SATISFIED?
Even though our return rate is very low, our products may not always be suitable for everyone. This isn’t the end of the world, and we will find a solution for you. Firstly, please contact our team so we can understand the situation. Often, the issue is related to configuration or installation, and we can guide you to correct it. If the problem pertains to the hardware, we will replace it under warranty. Lastly, if the product is still unsuitable, we will work with you to find a more appropriate option. As a last resort, if no solution is possible, we will issue a refund.
CHANGED YOUR MIND?
If you simply change your mind, you can return your order to us for a refund, with no conditions (except for damaged products). To facilitate the process, please ensure the product is returned in its original packaging, along with any accessories and documentation. This helps us process your refund quickly and efficiently. Once we receive the returned product, we will inspect it to ensure it is in good condition before issuing a full refund. Please allow a few days for the refund to be processed and credited to your original payment method.
WHICH PRODUCTS?
Only certain custom-made products, specifically created to meet your needs, may not be returned (this would be clearly stipulated in your quote at the time of purchase). Custom-made products include items that have been personalised or tailored to specific measurements or specifications. For any other product, as long as it is returned in good condition, a refund is possible. 'Good condition' means the product is free from damage, scratches, or signs of wear and tear. We encourage you to carefully package the product to prevent any damage during return shipping. If the product is received in a damaged condition, a partial refund may be issued based on the extent of the damage
TIMEFRAME?
According to our General Terms and Conditions of Sale, you can request a refund within 30 days of receiving your order (instead of the 14 days of the legal withdrawal period). This extended period allows you to thoroughly test and evaluate the product to ensure it meets your needs. To initiate a return, please contact our customer service team within this 30-day window. They will provide you with detailed instructions on how to proceed with the return. Please note that the 30-day period starts from the date of delivery as confirmed by the tracking information. Refund requests made after this period may not be eligible.
1-YEAR WARRANTY
After the initial 30-day return period, your product is still covered under our 1-year warranty. In case of a breakdown or any issue, we invite you to contact our technical support team. They will assist you in diagnosing the problem and, if necessary, guide you through the process of exchanging the product. Our support team is highly knowledgeable and can often resolve issues over the phone (01604 589414) or via email (info@ultrasecuredirect.com), saving you the hassle of returning the product. If an exchange is required, we will provide you with all necessary information and support to ensure a smooth process. This warranty covers any defects in materials or workmanship under normal use during the warranty period.