At ultraward, we strive to provide the best possible experience for our customers. We understand that, sometimes, you may need a refund for your purchase. Please read our Refund Policy carefully to understand how we handle requests for refunds.
1. Digital Products & Software
Due to the nature of digital products (including antivirus software), ultraward typically does not offer refunds once a purchase has been made and the product has been delivered or downloaded. This policy is in place to protect both our customers and our business from misuse.
2. Refunds May Be Considered in the Following Cases:
While we do not offer standard refunds for digital products, there are specific cases in which we may consider a refund:
- Defective or Non-Functional Product: If you have purchased antivirus software that is defective or fails to function as advertised, we will work with you to either replace the product or offer a refund. You must contact us within 14 days of purchase, providing clear details about the issue you’re experiencing.
- Incorrect Product Purchase: If you accidentally purchase the wrong version or the wrong software (e.g., personal vs. business license), we may allow you to exchange the product for the correct one, depending on the circumstances. Refund requests must be made within 14 days of purchase.
- Subscription-Based Products: If you are dissatisfied with a subscription-based service (such as a recurring antivirus license), we may offer a partial refund for unused time, based on the provider’s refund policy. Refund requests for subscription-based products must be made within 30 days of purchase.
- Technical Issues: If you experience technical issues that cannot be resolved within a reasonable timeframe (e.g., installation or compatibility problems that prevent the software from functioning), we will assist in troubleshooting. If the issue cannot be resolved, we may offer a refund or replacement.
3. Non-Refundable Purchases
The following purchases are non-refundable:
- Software Activation Codes: Once activation codes or product keys have been sent or activated, they cannot be refunded.
- Digital Downloads: Once a digital product has been downloaded or accessed, it is considered used, and we do not offer refunds.
- Customized or Special Orders: If you’ve requested a custom product or special order, those purchases are not refundable.
4. How to Request a Refund
If you believe you are eligible for a refund, please follow these steps:
- Contact Us: Reach out to our customer support team at [Customer Support Email] or [Customer Support Phone Number] within 14 days of your purchase (or 30 days for subscription-based products).
- Provide Details: When contacting us, please include:
- Your order number
- The email address associated with your purchase
- A detailed description of the issue (e.g., defective product, technical issue, or incorrect purchase)
- Any relevant screenshots or error messages that can help us understand the problem
- Resolution: Our support team will work with you to resolve the issue, either by providing a replacement, offering troubleshooting assistance, or processing a refund if applicable.
5. Processing Refunds
If your refund request is approved, the refund will be issued to the original payment method. Please allow up to 7-10 business days for the refund to appear in your account, depending on your payment provider.
6. Exchanges
If you receive a defective or incorrect product, we may offer an exchange instead of a refund, depending on your preference. Exchanges are subject to product availability.
7. Changes to the Refund Policy
ultraward reserves the right to modify or update this Refund Policy at any time. Any changes will be posted on this page, with an updated “Last Modified” date. Please review this page periodically to stay informed about our refund process.
