FAQs
Got Questions ?
Welcome to our FAQ page – your go-to resource for quick answers about our products like Earbuds, Smartwatches, Wireless Speakers and more. Discover solutions to common queries about tracking orders, hassle-free returns, and our dedicated round-the-clock support. Your shopping experience, simplified.
Payment
What are the payment options available at Ultima?
At Ultima, we provide you with various payment methods to choose from for your convenience. Here are the payment methods available on our platform:
- IMEPay
- Khalti
- Esewa
- Visa/Mastercard
- Cash on Delivery
Are online payment options available for COD orders?
Yes, we accept online payments for Cash on Delivery orders for the user’s Convenience.
Are Online Payments Secured?
Yes, online payments are 100% secured.
What to do if online payment doesn’t work?
If payment doesn’t work, check your details, try again, and if it still doesn’t work, contact our support team.
What to do if money is deducted from my account but the order doesn’t get successful?
A full refund will be processed to the original source of payment from the respective payment partner within 7 working days. For refund status, kindly contact the payment partner.
Order & Shipping
How do i place an order?
Browse the products from the product catalog, add them to the cart, proceed to checkout, and complete the order.
What should I do if my order fails?
Please contact our customer support through chat or phone call.
How can I track my Order?
Kindly go through the My Orders section to know the status of your order.
When will my order be delivered?
Usually, the order will be delivered within 2-3 working days. In certain cases, such as during festive seasons, promotional events, or unforeseen circumstances, delivery may take up to 4 or more working days. Rest assured; your order is expected to reach you within 5 to 7 business days.
How much is the shipping cost?
We provide free shipping on all products on our website.
Can I change my shipping address after placing the order?
The orders can’t be edited once an order is placed. You can contact our customer support to change your shipping address.
What if I receive a damaged or incorrect product?
Please contact our customer support as soon as possible with a valid proof of purchase along with the product pictures.
How do I cancel my order?
You can cancel your order from the order page under the My Account section. Please note, that the order will not be canceled if the order has been shipped.
How can I contact customer support for order-related inquiries?
Kindly reach out to us at 01-5313291 or email us at [email protected]
Return & Replacement
What is your return policy?
Ultima Lifestyle does not have a Return Policy. However, if a product encounters a technical issue/damaged/missing items/incorrect, you can request a replacement within 15 days of receiving your order.
In how many days, we can book a replacement order?
You can request a replacement within 15 days after your order has been successfully delivered.
How do I initiate a replacement?
To initiate a replacement, please visit the ‘Replacement’ section on the My Orders Page and follow the step-by-step instructions provided.
What items are eligible for returns or replacements?
All items are eligible for replacements if they meet our replacement policy criteria.
What are the valid reasons to return an item?
- Delivered product is damaged (i.e. physically destroyed or broken) / defective (e.g. unable to switch on)
- Delivered product is incomplete (i.e. has missing items and/or accessories)
- Delivered product is incorrect (i.e. wrong product/size/color, fake item)
- Delivered product does not match the product description or picture (i.e. product not as advertised)
- Delivered product does not fit. (i.e. size is unsuitable)
What are the conditions for replacement?
- The product must be unused, unworn, unwashed, and without any flaws.
- The customer must hand over the original items along with all the accessories, tags, and freebies(if any) to the delivery agent while receiving a replacement order.
- The product must be returned in the original and undamaged manufacturer’s packaging/box.
Warranty
What is the warranty policy?
All Ultima Lifestyle products and accessories are backed by our manufacturer’s warranty. For more, please visit our Warranty Policy
What is the warranty period on Ultima Products?
All Ultima products are covered by a limited warranty ranging from 6 to 12 months from the date of purchase. Refer to the product page for exact warranty period.
How do I claim a warranty for a product?
To claim the warranty of a product that is still within it’s warranty period, head over to Warranty Claim page and fill out the claim form. Our dedicated team will contact you as soon as possible.
What does the warranty cover?
Our warranty covers manufacturing defects and any issues related to the functionality or performance of the product. This includes defects in materials and workmanship.
What is not covered by the warranty?
The warranty does not cover damages resulting from accidents, misuse, neglect, unauthorized repairs or modifications, and normal wear and tear.
Can I transfer the warranty to someone else if I sell the product?
Our warranty is typically non-transferable and is valid only for the original purchaser.
Do I need to register my product to claim a warranty?
Yes, the product must be registered to claim the warranty. Go to the Warranty Registration page to register your product.
How long does it take to process a warranty claim?
We aim to process warranty claims as efficiently as possible. The processing time may vary, but you can typically expect a resolution within 10 working days.
Can I extend the warranty on my mobile accessory?
We currently offer the standard warranty duration, and extensions are not available.
What is the Warranty Process?
Upon Warranty Registration,
- Customers can directly visit our office located at Tahachal, Kathmandu with valid proof of purchase for inside Kathmandu Valley.
- Outside Valley customers can courier the product with proper packaging along with valid proof of purchase to our office address in Kathmandu.
- After, we receive the product it will go under the resolution process and the repaired product will be sent back to the customer’s address at company cost.
Note: The courier charge will be borne by the customer’s side only when sending the product.
What are the Warranty Limitations?
Our warranty is limited to the repair, replacement, or refund of the product at our discretion.
What if the product gets out of warranty/expires?
If a product that is out of warranty, reflects a technical issue & customer wants to avail of the services, the customer must incur a certain amount of charges.
