Returns & Refunds

When we can review a return

UltraMade Jordan does not offer returns, refunds, or exchanges for change of mind. If you no longer want a product, ordered the wrong product or flavour yourself, or simply decided not to use it, we are unable to accept a return. There is no general change of mind return window.

We can review your order only when one of the following applies:

• the product arrived damaged
• the wrong product was delivered by UltraMade Jordan
• the product has a clear defect

Reporting one of these issues does not automatically mean a refund or replacement. The order is first reviewed and must be approved by UltraMade Jordan.

Report a problem within 24 hours

If your order arrived damaged, incorrect, or defective, please tell us within 24 hours of receiving it. After 24 hours we may be unable to review the issue. Reporting on time begins the review; it does not guarantee approval.

Product condition

Where applicable, a product being reviewed should be unopened, unused, sealed, and in its original condition. A product that has been opened or used is not eligible simply because you changed your mind.

An opened product can only be reviewed when the issue itself requires opening it, for example a defect that is only visible once the product is opened, or when the item arrived damaged, incorrect, or defective. This does not guarantee approval.

Proof of purchase

To review a problem, please provide:

• your order number or proof of purchase
• enough information for us to identify your order
• clear photos or other evidence when we reasonably ask for them, for a damaged, incorrect, or defective item

UltraMade Jordan may inspect the item before approving any resolution.

Inspection and approval

Every reported issue is reviewed on a case by case basis. UltraMade Jordan may inspect the product or order before deciding. A resolution is only provided once the issue has been reviewed and approved. Submitting a report does not approve it automatically.

UltraMade Jordan does not operate a general exchange policy, so please do not expect an automatic exchange. If we delivered the wrong item, we will arrange the correct resolution through this process.

Refunds

There is no general right to a refund. A refund may be issued only where UltraMade Jordan reviews an eligible damaged, incorrect, or defective order and approves it. Not every reported issue results in a refund.

If a refund is approved:

• it is returned through the same payment method you originally used, where technically possible
• it is processed within 7–14 days after approval and inspection, not automatically from the day you report the problem

We do not offer instant refunds.

Delivery and return costs

If the problem was caused by UltraMade Jordan, such as a wrong item supplied, a confirmed damaged item, or a confirmed eligible defect, UltraMade Jordan covers the related return or delivery cost.

If we exceptionally agree to review a situation caused by the customer, outside this policy, the customer is responsible for the delivery or return cost. This does not mean change of mind returns are normally accepted, because they are not.

Promotional and clearance products

Products sold as clearance, promotional bundles, or special promotional offers are not returnable as a normal return. This does not apply where UltraMade Jordan delivered the wrong product, or where there is a verified defect or damage. Those cases are still reviewed through the process above.

How to contact us

To report a damaged, incorrect, or defective order within 24 hours of delivery, please contact us with your order number and any photos or details that help us identify and review your order.