Return & refund policy

Return & Refund Policy – Ulorra

Last updated: October 2025

This Return & Refund Policy applies to orders shipped to Australia (AU), United Kingdom (UK), United States (US), New Zealand (NZ), and Canada (CA).

1. Satisfaction Guarantee & Return Window

At Ulorra, we want you to be completely satisfied. If you're not happy with your purchase, you may return your order within 14 calendar days of delivery.

2. Return Conditions

To qualify for a return:

  • The product must be unused, in original condition, with all original packaging, tags, and accessories.
  • The packaging should not be damaged.
  • Products that show wear, damage, or missing parts are not eligible.
  • Items marked as “non-returnable / final sale” in the product description cannot be returned for a change of mind.
  • If an item arrives defective, incorrect or damaged, you must notify us within 48 hours of delivery, with photos of the item and packaging.

3. Return Shipping Costs

  • If the product is defective or incorrect, Ulorra will cover return shipping costs (all markets).
  • If the return is due to change of mind (wrong size, decided you don’t want it, etc.), return shipping is the customer's responsibility.
  • Returns sent without tracking/trace may be refused or will be at your risk. Always use a trackable return method.

4. How to Initiate a Return

  1. Email contact@ulorra.com with your order number and reason for return.
  2. We will send you return instructions and the correct return address (regional, based on your country).
  3. Package the item securely, with all original packaging, documentation, and tags.
  4. Ship via a trackable method and retain your tracking receipt.

5. Refunds

  • After we receive and inspect the return, we will process a refund to the same payment method used for purchase.
  • Refunds are usually processed within 14 business days.
  • The time it takes to appear in your account depends on your bank/payment provider.
  • Return shipping costs paid by you (for change of mind returns) are not refunded.

6. Exchanges & Replacements

If you want to exchange an item (size, color, or replace), contact contact@ulorra.com. We'll guide you through the exchange process. You may need to pay shipping for the new item depending on your country.

7. Order Cancellations

You may cancel your order within 24 hours of purchase, provided it has not yet been processed or shipped. After that, cancellation may not be possible. Email us immediately at contact@ulorra.com to request cancellation.

8. Return Address

The return address will be given by our support team when you contact us (step 2 above). We use regionally located return centers per country to reduce shipping delays and costs.

9. Country-Specific Rights & Legal Compliance

  • Australia (AU): Australian Consumer Law provides additional rights for faulty goods that exceed these policy terms.
  • UK / EU: You may have the right to cancel (withdraw) your purchase within 14 days for non-faulty goods under UK/EU consumer law.
  • United States / Canada: Your state/provincial consumer protection laws may grant you additional rights.

New Zealand (NZ): Under the Consumer Guarantees Act, faulty products may require repair, replacement or refund.

Where local law grants greater customer rights, those rights will prevail over this policy.

10. Country-Specific Return Guidelines

Country Return Period Who Pays Return Shipping? Return Address Location
Australia 14 days Ulorra (faulty/damaged) / Customer (change of mind) Domestic AU return center
UK 14 days Ulorra (faulty/damaged) / Customer (change of mind) UK-based return facility
USA 14 days Ulorra (faulty/damaged) / Customer (change of mind) US return location
Canada 14 days Ulorra (faulty/damaged) / Customer (change of mind) Canada return address
New Zealand 14 days Ulorra (faulty/damaged) / Customer (change of mind) NZ regional returns hub

 

11. Business Hours & Support Response Times

We aim to respond to your return/refund inquiries within 24–48 hours. Our support hours (local to each market) are:

  • Australia (AEST): Mon–Fri 08:00–17:00 / Sat 10:00–16:00
  • UK (GMT / BST): Mon–Fri 08:00–17:00 / Sat 10:00–16:00
  • US (various zones): Mon–Fri 08:00–17:00 / Sat 10:00–16:00
  • New Zealand (NZST): Mon–Fri 08:00–17:00 / Sat 10:00–16:00
  • Canada (EST / PST): Mon–Fri 08:00–17:00 / Sat 10:00–16:00

Sunday: Closed in all regions.

Website: Ulorra
Business registered in the Netherlands (KvK: 82051569, VAT: NL004826908B30)
Adres: 1054/10-12 Flushcombe Rd, Blacktown NSW 2148, Australia
Email: contact@ulorra.com
Phone: +31 6 58015613

Business hours (per local timezone)

  • AU (AEST): Mon–Fri 08:00–17:00, Sat 10:00–16:00
  • UK (BST): Mon–Fri 08:00–17:00, Sat 10:00–16:00
  • US (EST): Mon–Fri 08:00–17:00, Sat 10:00–16:00
  • NZ (NZST): Mon–Fri 08:00–17:00, Sat 10:00–16:00
  • CA (PST): Mon–Fri 08:00–17:00, Sat 10:00–16:00

Applies to the following countries: Australia (AU), United Kingdom (UK), United States (US), New Zealand (NZ), Canada (CA).