MyUltra Refund & Return Policy
Last Updated: January 2026
Effective for: https://myultra.net/
Operated by Ultra Group
This Refund & Return Policy explains the conditions under which refunds, returns, and warranty claims may be requested for digital access services and hardware devices purchased on https://myultra.net/ (“the Website”). By placing an order, you agree to the terms outlined below.
1. Overview
MyUltra offers two types of products:
1. Digital Access Services
Delivered electronically as time-based access credentials for supported digital platforms.
2. Hardware Products
Physical devices such as the Ultra Pro 23 TV Box.
Each category has different refund and return conditions due to their nature and delivery method.
2. Refund Policy for Digital Access Services
Digital Access Services are delivered electronically and activated shortly after purchase.
2.1 Refund Eligibility
A refund may be issued only if:
- The digital access credentials fail to function properly, AND
- The customer completes all required troubleshooting steps, AND
- The issue is confirmed to originate from our systems or service provisioning process.
If MyUltra cannot resolve the issue after full diagnostic support, a refund may be approved.
2.2 When Refunds Are NOT Allowed
Refunds cannot be issued for Digital Access Services when:
- The service has already been activated successfully
- The customer provides incorrect or incompatible device setup
- The issue is caused by the customer’s device, software, or connectivity
- The customer refuses to complete troubleshooting procedures
- The customer changes their mind after activation
- Access credentials were delivered and verified as functioning
- The customer purchases the wrong subscription or duration
- External factors outside our control affect performance
Because Digital Access Services are electronically delivered and immediately usable, they are considered non-returnable and non-refundable unless the activation itself fails due to our systems.
2.3 Troubleshooting Requirement
To validate eligibility, customers must:
- Provide necessary diagnostic information
- Follow setup instructions
- Perform requested tests
- Allow support agents to verify the status of the access credentials
Failure to cooperate with troubleshooting voids refund eligibility.
3. Return Policy for Hardware Products
Hardware products, including the Ultra Pro 23 TV Box, qualify for a limited return period and warranty coverage.
3.1 Return Eligibility
Returns are accepted only if:
- The hardware device is defective, AND
- The issue is confirmed by MyUltra’s support team after troubleshooting
Returns for reasons such as “change of mind” or “no longer needed” are not accepted.
3.2 Warranty Coverage (1-Year Limited Warranty)
Hardware devices include a 1-year warranty that covers:
- Manufacturing defects
- Internal hardware malfunctions
- Non-functional components under normal usage
3.3 Warranty Exclusions
The warranty does not cover:
- Water or liquid exposure
- Power surge or electrical damage
- Physical damage (cracks, dents, broken ports)
- Unauthorized modifications or firmware changes
- Third-party repairs
- Damage due to improper installation or misuse
Warranty claims may be denied if any exclusion applies.
3.4 Return Shipping Responsibility
Customers are responsible for:
- Shipping costs for sending the defective device back
- Any customs or handling fees for return shipments
MyUltra may cover outbound shipping of the replacement device at its discretion.
3.5 Inspection & Verification
All returned hardware undergoes inspection.
A refund or replacement will be approved only if:
- The defect is confirmed, and
- No signs of misuse or unauthorized modification are present
If the device is found to be fully functional or customer-damaged, no refund or replacement will be provided.
4. Replacement Policy
Upon approval of a verified hardware defect:
- A replacement unit will be shipped to the customer
- Processing time is typically 1–3 business days
- Shipping method may vary depending on region
Replacement units cannot be exchanged for refunds unless otherwise stated.
5. Cancellation Policy
5.1 Digital Access Service Orders
Orders cannot be canceled after digital access credentials have been delivered or activated.
5.2 Hardware Orders
Orders may be canceled only before they are shipped.
Once a hardware order has been dispatched, cancellation is no longer possible.
6. Shipping-Related Refunds
Refunds are not granted for:
- Delays caused by couriers
- Customs processing or import inspection delays
- Packages returned due to customer providing an incorrect address
- Failure to accept or collect the package
- Refusal to pay duties or import taxes
Shipping fees are non-refundable once an order has been processed.
7. Incorrect or Incomplete Addresses
If a customer provides an incorrect or incomplete address:
- MyUltra is not responsible for lost or undelivered shipments
- No refund will be issued
- Reshipment may be possible at the customer’s expense
Correct addressing is the customer’s responsibility.
8. Fraud Prevention
Refunds will not be issued in cases involving:
- Account misuse
- Repeated refund requests
- Identity inconsistencies
- Chargeback abuse
- Suspicious or fraudulent activity
We cooperate with payment processors in fraud investigations.
9. How to Request a Refund or Return
To submit a request, email:
Include:
- Order number
- Email used for purchase
- Description of the issue
- Photos or videos (for hardware claims)
- Device or system details (for digital service issues)
Support Hours: 09:00–21:00 CET
Our team will respond as quickly as possible and provide next steps.
10. Processing Time for Refunds
If a refund is approved:
- Refunds are processed within 3–10 business days
- Refunds are issued to the original payment method
Processing time may vary depending on banks or payment processors.
11. Changes to This Policy
MyUltra may update this Refund & Return Policy at any time.
Revised versions take effect when posted on https://myultra.net/