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Returns and Refunds

If you experience an issue with your earbuds get in touch via our contact us form. 

We offer a return policy based on faulty goods / manufacturers defects for a 6 month period only. Defects do not include consumers misuse, accidents, fair wear and tear or tampering with the product. Due to the nature of the product, we cannot offer refunds or returns based on a change of mind.

Although, ultro earbuds are designed for active use all ears are different and we cannot guarantee a 100% fit. Because of this we cannot offer a refund or return if you experience an irregular fit.

To receive a refund, you will need to ship the product back with all original packaging and extra parts. It will be assessed by our team and you will be notified of a refund or a rejection.

If your return has been accepted you can choose to have a refund or an exchange of product.  

Shipping for returns:

Shipping costs are non-refundable. You will be responsible for the cost to return your item. 

A refund, once issued is not immediate and can take a few days. The money will be refunded back to the card the purchase was made on. 

It is recommended that you choose a tracked option for shipping as we cannot guarantee to receive the package and ensure a receiver signature is requested.


Return address is: 4B Frater Avenue, Milford, Auckland, 0620- Attn ultro

Please ensure to include your order number, name and brief description of any issues.