Refund policy

RETURN AND REFUND POLICY

OVERVIEW

This Return and Refund Policy is part of our Terms of Service and should be read in conjunction with them. Ultra Energy Supplements Trading L.L.C ("we," "us," or "our") aims to provide high-quality dietary supplements to our customers. We understand that there may be instances where a return or refund is requested. This policy outlines the process and conditions for returns and refunds.

REGULATORY COMPLIANCE

All our products comply with the standards and regulations set by the UAE Ministry of Health and Prevention (MOHAP), Dubai Municipality, and other relevant regulatory authorities in the UAE. Our supplements are legally imported, registered, and approved for sale in the United Arab Emirates.

RETURNS AND REFUNDS CONDITIONS

Unopened Products

Returns of unopened products in their original packaging will be accepted within 14 days of delivery under the following conditions:

  • The product is in its original, sealed packaging
  • The product has not been opened, used, or tampered with
  • The product is not past its expiration date
  • Proof of purchase (receipt or order confirmation) is provided

Opened Products

Due to the nature of dietary supplements and health considerations, we generally do not accept returns of opened products unless:

  • The product is defective (damaged, contaminated, or incorrectly labeled)
  • The wrong product was delivered to you
  • The product causes an adverse reaction (medical documentation may be required)

Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Products with broken seals
  • Products past their expiration date
  • Custom or specially ordered products
  • Products that have been partially consumed (except in cases of adverse reactions)
  • Items marked as "final sale," "non-returnable," or "as is" at the time of purchase

RETURN PROCESS

  1. Contact our customer service team at info@topnutrition.ae within 14 days of receiving your order
  2. Provide your order number, the product(s) you wish to return, and the reason for the return
  3. If your return request is approved, you will receive return instructions
  4. Return the product in its original packaging to the address provided
  5. Once we receive the returned product, we will inspect it and process your refund

REFUND PROCESS

  1. Approved refunds will be processed within 5-7 business days after inspection of the returned product
  2. Refunds will be issued using the original payment method
  3. The refund amount will include the price of the product(s) excluding:
    • Delivery charges (unless the return is due to our error)
    • Any customs or import duties that may have been incurred
    • Return shipping costs (unless the return is due to our error)

DAMAGED ITEMS OR INCORRECT ORDERS

If you receive damaged items or if we sent you the wrong products:

  1. Contact us within 48 hours of delivery
  2. Provide photos of the damaged items or incorrect products
  3. We will arrange for collection and replacement or issue a full refund including shipping costs

ADVERSE REACTIONS

If you experience an adverse reaction to any of our products:

  1. Discontinue use immediately and seek medical attention if necessary
  2. Contact us as soon as possible with details of the reaction
  3. Medical documentation may be requested to process such returns
  4. Upon verification, a full refund will be issued

CANCELLATION OF ORDERS

Orders may be canceled before shipping at no cost. Once an order has been shipped, it will be subject to our standard return policy.

DISCLAIMER OF HEALTH CLAIMS

Our dietary supplements are not intended to diagnose, treat, cure, or prevent any disease. They are not substitutes for prescription medications or medical treatments. We do not make any health claims for our products beyond those permitted by UAE law and regulatory authorities.

Any statements about the potential benefits of our supplements have not been evaluated by the UAE Ministry of Health and Prevention or other medical authorities. Individual results may vary, and we do not guarantee specific outcomes from the use of our products.

QUALITY GUARANTEE

We stand behind the quality of our products. All our supplements are:

  • Manufactured in facilities that follow Good Manufacturing Practices (GMP)
  • Tested for purity and potency
  • Properly labeled with ingredient information as required by UAE regulations
  • Stored and shipped according to appropriate conditions to maintain product integrity

CHANGES TO THIS POLICY

We reserve the right to modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically for changes.

CONTACT INFORMATION

If you have any questions about this Return and Refund Policy, please contact us at:

ULTRA ENERGY SUPPLEMENTS TRADING L.L.C
Email: info@topnutrition.ae
Address: Office No. 66, Hind Abdul Ghafar Gholoom Building, Deira - Al Khabaisi, Dubai, UAE
Mobile: +971-58-563-8892

License No.: 1123410
Registration No.: 1921206
Chamber Membership No.: 432019

GOVERNING LAW

This Return and Refund Policy shall be governed by and construed in accordance with the laws of the United Arab Emirates, without regard to its conflict of law provisions.