Returns and complaints

In accordance with applicable laws, if you are a consumer and have entered into a distance contract (e.g. through an online store), you have the right to withdraw from the contract without giving any reason within 14 days of receiving your order.

How do I cancel my order?

You can submit your withdrawal from the contract directly through your account in our online store by going to My Account → Orders and selecting "Return Items" for the relevant order.

Alternatively, you can submit your request by email at shop@ultracoat.eu or in writing to our registered office address.

How do I return a product?

Once you have submitted your withdrawal request, the entire return process is managed through your account on our website:

1. Log in to your account and go to My Account → Orders. Find the order containing the product you wish to return.
2. Click "Return Items" for the selected order. Select the product(s) you want to return, choose the reason for the return, and optionally add your comments.
3. Submit your request. You will receive a confirmation that your request has been submitted, and our team will review it.
4. Send the product to the following address:

ULTRACOAT
ul. Sarabandy 63
02-868 Warsaw
Poland

5. Once your request has been reviewed and we have received the returned product, you will receive an email informing you of our decision.
6. The returned product must be sent within 14 days of submitting your return request.

Refunds

Once your return request has been approved, we will process your refund within 14 days using the same payment method you used for the original purchase.

We are committed to maintaining the highest quality standards for our products. If the product you received is defective or does not match your order, you have the right to submit a complaint.

How do I submit a complaint?

You can submit a complaint through your account in our online store by going to My Account → Orders and selecting "Return Items" for the relevant order. There, you can select the product, specify the reason for your complaint, and add any additional comments.

Alternatively, you can submit your complaint by email, phone, or in writing:

📧 shop@ultracoat.eu
📞 +48 510 215 775 (Monday–Friday, 8:00 AM–4:00 PM CET)
📍 ULTRACOAT
ul. Sarabandy 63
02-868 Warsaw
Poland

When submitting a complaint, please provide your order number, a description of the defect or non-conformity, and, if possible, photos documenting the issue.

Complaint processing time

We will review your complaint within 14 business days of receiving it. You will be informed of the outcome by email or phone.