Refund and return policy

This Return & Refund Policy explains your rights when you buy a product from ultrapc.store, and how ultrapc.store handles returns, refunds, replacements and warranty claims. It applies to every order placed on ultrapc.store, regardless of whether the item shipped from our own stock or from one of the fulfillment partners described in §10.

This Policy does not replace your statutory rights as a consumer. Where anything below is more restrictive than the law of your country of residence (in particular, French and EU consumer law for orders delivered in the European Union), your statutory rights prevail. Where this Policy grants you something beyond your statutory rights, that additional benefit applies as written.

If you are a consumer ordering from the European Union, you have the right to withdraw from your purchase within 14 calendar days, without giving any reason and without penalty, pursuant to Article L221-18 of the French Consumer Code. This period runs from the day you (or a third party you designated, other than the carrier) take physical possession of the last item in your order.

2.1 How to Exercise Your Right of Withdrawal

Notify us before the 14-day period expires by emailing support@ultrapc.store with your order number and a clear statement that you wish to withdraw. You do not need to return the goods to meet this deadline — the notification itself is what counts. We will acknowledge receipt of your withdrawal request without delay and issue a Return Merchandise Authorization (RMA) with return instructions.

2.2 Condition of Returned Goods

You have 14 days from your withdrawal notice to send the goods back. You may handle and inspect the product as you reasonably would in a physical store, but you are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (Article L221-23 of the French Consumer Code). Products must be returned complete, with all accessories, cables, manuals and original packaging where possible.

2.3 Return Shipping Costs

You bear the direct cost of returning the goods, as permitted by Article L221-23 of the French Consumer Code, unless we state otherwise in your RMA confirmation or you are returning an item because it is damaged, defective, or not what you ordered (see §4 and §6, where return shipping is free). We recommend using a trackable, insured shipping method: ultrapc.store cannot be held responsible for a return parcel lost or damaged in transit if a trackable method was not used.

2.4 Refund Timing

We refund the price of the returned goods within 14 days of being informed of your decision to withdraw. As permitted by Article L221-24 of the French Consumer Code, we may withhold the refund until we have received the goods back, or until you provide proof that you have sent them, whichever is earlier. Original delivery charges are refunded up to the cost of our standard delivery option; any extra cost for a premium or express delivery you selected is not refunded.

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal described in §2 does not apply to:

• Custom-configured PC builds and any product assembled or personalized to your specifications after you placed the order;
• Software, game keys, activation codes or other digital licenses once the code has been revealed, downloaded, or activated;
• Earbuds, in-ear headphones and other goods that are sealed for health or hygiene reasons and have been unsealed after delivery;
• Goods that are liable to deteriorate or expire rapidly.

These items remain covered by the legal warranty of conformity described in §6 if they are defective on arrival.

This section covers issues caused by shipping or fulfillment — not manufacturing defects, which are covered under the legal warranty in §6 with no reporting deadline.

4.1 Reporting Window

Please report a damaged parcel, a wrong item, or a missing item within 48 hours of delivery, using the contact details in §13. Reporting promptly lets us open a claim with our logistics and fulfillment partners while the evidence is still fresh, and is the fastest way to get a replacement or refund. This 48-hour window is a service commitment, not a legal deadline — it never reduces your rights under §2 or §6.

4.2 Evidence We Need

To process your claim without delay, please include:

• Clear photos or a short video of the item and any damage;
• A photo of the outer shipping box and the shipping label;
• For a wrong or missing item: a photo of everything you received alongside the packing slip.

If any of this evidence is missing, we may need to request it before we can confirm a resolution, which will extend the time needed to process your claim.

4.3 How We Resolve These Claims

Once your claim is confirmed, we will offer, at your choice and subject to stock availability, a free replacement or a full refund, including any return shipping label we ask you to use. We aim to confirm the outcome within 5 business days of receiving complete evidence.

A claim will not be accepted where the issue results from information you provided, including an incorrect or incomplete delivery address, refusal to accept the parcel, or failure to collect it from a pickup point or customs within the carrier’s deadline. Minor cosmetic marks to outer packaging that do not affect the product itself are not treated as damage.

If tracking shows no movement for more than 10 business days on a domestic shipment, or 20 business days on an international shipment, contact us and we will open an investigation with the carrier. If the parcel is confirmed lost, we will send a replacement or issue a full refund, at your choice.

If tracking confirms delivery but you did not receive the parcel, contact us within 48 hours. We may ask for supporting information — for example a building access log, a signed declaration, or a police report for high-value orders — before confirming a replacement or refund, to help us investigate the discrepancy with the carrier.

Every product sold on ultrapc.store benefits from the legal warranty of conformity under Articles L217-3 and following of the French Consumer Code. This warranty runs for 2 years from delivery. For the first 24 months, a defect is presumed to have existed at the time of delivery unless we prove otherwise. This warranty is free of charge to you: no proof of purchase from a specific channel is required beyond your order confirmation, and you never pay for postage, parts or labor covered by it.

6.1 What Is Covered

• ✓ Manufacturing defects present at delivery, even if they only become apparent later
• ✓ A product that does not match its advertised description or specifications
• ✓ A product unfit for the purpose a similar product is normally used for

You may choose repair or replacement. We may refuse your choice only if it is impossible or would involve disproportionate cost compared with the alternative. If we do not provide the remedy within 30 days, or if repair and replacement are both impossible, you are entitled to a price reduction or a full refund.

6.2 What Is Not Covered

• ✗ Normal wear and tear
• ✗ Damage from misuse, negligence, liquid, or impact after delivery
• ✗ Unauthorized repairs, overclocking beyond rated specifications, or modification of the product
• ✗ Parts or peripherals not supplied by ultrapc.store
• ✗ Products bearing their own separate manufacturer warranty, for the portion of the claim that warranty covers

6.3 How to Make a Claim

Email support@ultrapc.store with your order number, a description of the fault, and photos or video where the defect is visible. For faults that are not visible (for example, intermittent faults), describe the conditions in which the issue occurs so we can advise on diagnostic steps or arrange an inspection.

Do not send any item back before receiving a Return Merchandise Authorization (RMA) from us — unauthorized returns may be refused at the door or delay your refund. Once your RMA is issued, pack the item securely, include the RMA number on the outside of the parcel, and ship it within 10 days using a trackable method. Keep your proof of postage until your return is confirmed as received.

All refunds are issued in euros (EUR) to the original payment method used at checkout. Once a refund is approved, expect it to appear within 5 to 10 business days, depending on your bank or payment provider’s own processing time. We are not able to refund to a different card, account, or payment method than the one used to pay.

You may cancel any order free of charge as long as it has not yet shipped, by contacting support@ultrapc.store. For custom-configured PC builds, if you cancel after we have already started sourcing components or assembly on your specific configuration, we may deduct the actual, documented costs already incurred (for example, non-returnable components ordered specifically for your build) from your refund. We will always tell you this amount before finalizing the cancellation.

Some products sold on ultrapc.store ship directly from our own stock in France; others ship from vetted third-party fulfillment and logistics partners, which may be located outside France. Delivery times, outer packaging, and the number of parcels for a single order may vary depending on where an item ships from. Regardless of shipping origin, every order is covered by this Policy in full, and ultrapc.store — not the fulfillment partner — is your point of contact for any return, refund, or warranty claim.

ultrapc.store is not liable for a delay or failure to process a return, replacement, or refund caused by events beyond our reasonable control, including epidemics, strikes, war, natural disasters, or customs delays. We will inform you as soon as reasonably possible if such an event affects your order, and resume processing once the event has ended.

We reserve the right to refuse a return, replacement, or refund, or to require additional verification (such as proof of identity for a high-value warranty claim), where we reasonably suspect fraud, misuse, or a pattern of abusive returns. This does not affect your legal rights under §2 and §6, which we honor once the relevant conditions are met.

For any question about a return, refund, or warranty claim, contact us at support@ultrapc.store, quoting your order number. If you are not satisfied with our response, you are entitled to refer the dispute free of charge to an approved consumer mediator, in accordance with Article L616-1 of the French Consumer Code. Alain Robinson, Thursday, July 23, 2026

We may update this Policy from time to time, for example to reflect a change in the law or in our fulfillment partners. The version in force is the one published on this page at the time you place your order. Material changes will be dated below.

Last updated: Thursday, July 23, 2026