Refund and Exchange Policy

We at Ultra Lite take great care to ensure your parcel is packed and shipped with the utmost care. However, if you are unhappy with your delivery when it arrives, please review the following returns and exchange policy.

We do not allow exchanges for change of mind. Unless you have received the incorrect product, we do not allow exchanges of products sold on our website.

If you have received the wrong product by mistake, please contact our office via email at [email protected] to arrange for a replacement item to be sent to you. You will be asked to return the item you are exchanging.

If your order is damaged on arrival, please contact us immediately at [email protected] with photos of the damaged goods, and we will arrange a replacement of the damaged product(s) to be sent to you at no extra charge.

We, unfortunately, can not replace damaged goods without a photo showing the state of the damaged goods to be replaced.

If you have decided that you no longer wish to have the product you have purchased, you may return the product for a refund, as long as it is within 14 day’s of your original order and the product has not been opened. You will need to return the goods to us at your own cost. Once received, a full refund will be processed.

If you have opened the product, or contact us for a refund after 14 day’s of receiving your order, we will be unable to assist you in your request for a refund.

We also do not provide refunds on our electronic/downloadable items, as these are provided to you as soon as you have purchased the product. If you would like to discuss a refund with us, please send an email to [email protected]

If you are participating in an Ultra Lite 6 Week Challenge and have received the incorrect sachet flavours or quantities to what you ordered, please contact us at [email protected] and advise which sachets you have received and what you ordered. We will exchange sachets for Challenge participants if the incorrect sachets were sent. We will request that you return* the sachets which were sent to you by mistake and will include an envelope for you to return these in.

If you are participating in a Challenge and would like different flavours, we, unfortunately, can not exchange sachets due to change of mind. However, you can purchase additional sachets up until week 4 of the Challenge (max of 2 week’s worth of sachets can be purchased by any challenge participant) for the retail value of $2.40 per sachet plus postage.

*The option to return sachets is only available to Challenge participants located in Australia. US participants will be asked to discard the sachets.