Returns
Returns must be approved through our customer care team. Please email online@ultrapurelabs.ie if you have any issues with your order.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. According to the Consumer Rights Directive, you have the right to a 14-day cooling off period. This means that you can return any products purchased so long as they are unopened, unused and in the condition in which you received them within 14 days of your order being made.
Refunds will not be issued unless your return includes your original order number. Your Order Number is required to track your original order to allow us to process your refund. Please note, we allow up to 14 working days for your refund to be processed, from the day it is received back into our fulfilment warehouse.
To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
Please note if there is no fault with the product/s, it is the responsibility of the customer to ensure the goods are returned safely to us via a postal or courier service. This cost must be covered by the customer. If you are being issued a refund, we will refund the monetary value of the goods returned to us less the delivery charges you incurred when you ordered. To start a return, please contact us at [email protected]
Please note that returns will need to be sent to the following address:
Ultrapure Labs Returns
C/ Autofulfil
Unit B3 Deerpark Industrial Estate
Oranmore
Co. Galway
H914D66
Please contact us for any return questions at [email protected]
Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right. We ask that you send photographs or videos that you have of the issue so our Customer Care team so they can best assist you. You can report faulty or damaged products to sales@ultrapurelabsie or call our Customer Care line on +353 96 38566 between 8.00 am – 4.00 pm (Monday to Thursday), 8.00 am – 3.00 pm (Friday).
Exceptions / non-returnable items If an item is opened, we cannot accept it as a return. Unfortunately, we cannot accept returns on sale items.
Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected]
Ultrapure Products Purchased from a Retailer
If any issue arises with an Ultrapure product purchased through one of our stockists, we would respectfully ask that you return to the place of purchase and have the issue resolved in line with the store’s refund & redress policy and consumer law entitlements. When an Ultrapure product is purchased through a retailer, your contract of sale is with that retailer and as such, products that are purchased cannot be refunded or replaced through Ultrapure Laboratories Ltd directly.
