Refund policy

Refund and Product Return Policy:

1. Please contact us within 30 days from the date of delivery to initiate your return.

2. Items will only be accepted for a full refund if they are in perfect resellable condition, and include all original accessories (cables, batteries, etc.) and manuals.

3. Items not in new resellable condition incur a 20% restocking fee or more depending on the state of the product.

4. You are responsible for return shipping. Shipping charges on your original order are non-refundable. If you received free shipping, the cost of shipping will be charged.

5. We may choose not to accept returns of sale items for a refund. 

6. Custom products that are made on-demand and have been crafted to a specific size or weight cannot be returned.

Return shipping address is:

Name: Ultra Poi, LLC

Street: 12239 Briar Forest Dr.

City: Houston State: Texas Zip Code: 77077 Country: USA

When making a return, do not forget: 

1. Please include a note with contact info or print the return email exchange and include it in the package.

2. Send us an email with your tracking number after your return is mailed so we can track the item. (We cannot be responsible for returns lost without tracking)

3. In the event that you are not able to obtain a mailing label, you may request one by sending us an email, but the cost will be deducted from the total refund.

Other important FAQ:

If you would like to cancel an order you have just placed, please contact us immediately. We will gladly cancel any accidental orders free of charge that have not yet begun production. All orders ship at record-breaking speed and once your order is processing, in production, or has been shipped, it cannot be canceled.

Once your order has been processed, Shipping and Handling Costs cannot be refunded. To prevent issues, please contact us before ordering if you have any confusion.

If your order arrived damaged, you must contact us within 24 hours of receiving your order due to the nature of our product line. We will request that you send the item back to us, at which time we will reimburse the original shipping cost and send you a replacement item or a total refund.

Refunds will be made only to verified credit cards used at purchase or given in the form of store credit.

For order disputes, late delivery, missing packages, or other order-related issues, please contact us immediately. We only utilize trusted logistics companies, and final decisions will be based on the outcome of their research and analysis of each package.

Although it is a rare occurrence, we reserve the right to cancel any orders that may be affected by out-of-stock items, pricing errors, shipping errors, or any unforeseen issues. You will be contacted if any of these issues arise.