Refund policy

Last Updated: 1 July 2026

 

Ultra Spray ("Ultra Spray", "we", "us") is committed to quality products and fair, transparent service. This Policy explains how you can return goods and obtain a refund. It forms part of our Terms of Service and does not affect your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or, for New Zealand customers, the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

There are two routes to a return, summarised below and explained in full in the sections that follow.

1. Our 60-Day Satisfaction Guarantee (Change of Mind)

Consumer law in Australia and New Zealand does not require us to accept returns where you have simply changed your mind. We offer this guarantee voluntarily, in addition to your statutory rights. If you are not satisfied with your purchase, you may return it within 60 days of delivery, provided that:

• You contact support@ultraspray.co with your order number and the item(s) you wish to return before sending anything back. We will confirm eligibility and provide a return authorisation and address.
• Goods are returned within 60 days of delivery, clean, in resaleable condition, with all original packaging, accessories and manuals. Goods that have been used beyond reasonable inspection are not eligible under this guarantee.
• You provide a photograph of the goods before return so we can assess their condition.
• You are responsible for return postage costs and for the goods until they reach us, so we recommend a tracked service and retaining proof of postage.

The following are excluded from the guarantee unless faulty: items marked "Final Sale" or "Clearance"; custom or made-to-order items; and gift cards. Where you return part of a discounted bundle, the remaining items are re-priced at their standard individual price and the refund adjusted accordingly. Original delivery charges, where any were paid, are not refunded under this route.

Returns sent without authorisation under this guarantee may be delayed or, where we cannot identify the sender, unable to be processed.

2. Faulty, Damaged or Incorrect Goods

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. New Zealand customers have equivalent rights under the Consumer Guarantees Act 1993.

Please check your order on delivery and contact us as soon as reasonably possible if anything is damaged, defective or not what you ordered, providing your order number and, where possible, photographs. Prompt notification helps us resolve the matter quickly and pursue any carrier claim, but does not affect your legal rights.

Major failure. If the goods have a major failure (for example, they are unsafe, would not have been bought by a reasonable consumer who knew about the problem, or are substantially unfit for purpose and cannot easily be fixed), you may choose a refund, a replacement, or to keep the goods and receive compensation for the drop in value.

Minor failure. If the failure is minor, we will repair or replace the goods, or refund you, within a reasonable time. If we do not, you may have the goods fixed elsewhere and recover the reasonable cost from us, or reject the goods for a refund.

We will cover the reasonable cost of returning faulty or incorrect goods, either by providing a prepaid label or by reimbursing standard postage. Refunds for faulty goods include all delivery charges paid. Our separate 2-year replacement warranty (extendable to 10 years) is described in our Terms of Service and applies in addition to these rights, not instead of them.

3. Cancelling an Order Before Dispatch

If you wish to cancel an order before it has been dispatched, email support@ultraspray.co with your order number as soon as possible. Where we are able to stop the order, we will refund you in full. Once an order has been dispatched, the return routes above apply.

4. Exchanges

We do not offer direct exchanges. If you would like a different item, return the original under the applicable route above and place a new order.

5. How Refunds Are Paid

Refunds are issued to the original payment method once the returned goods have been received and checked, or, where we have agreed you may keep the goods, once the claim is approved. Refunds are processed through Shopify Payments or Stripe, the provider that handled your original payment. We will email you when the refund is issued. Your bank or card issuer may take a further 3–10 business days to show the credit; if you have not received it within 14 days of our confirmation, please contact us. If you paid using a gift card or promotional credit, the refund will be issued in the same form. Refunds are made in Australian dollars; if you paid in another currency, the amount you receive may differ slightly due to exchange-rate movements, which are outside our control.

6. Payment Disputes

If you have any concern about a charge, please contact us before raising a dispute with your bank or card provider. Most issues can be resolved directly and more quickly. We respond to all payment disputes with full order, dispatch and correspondence records.

7. Contact Us

Ultra Spray 
69 Prestige Parade, Wangara, Western Australia 6065, Australia
Email: support@ultraspray.co