UltimateSup Back Stretcher, Back Pain Relief, Back Massager

Return & Refund Policy

At Ultimate Sup, we want you to be completely satisfied with your purchase. We understand that sometimes you may need to return an item, and we've established a straightforward return process through our warehouse facility.

Return Location & Hours

All returns must be delivered to our warehouse:

• Address: 5 Kaki Bukit Rd 2, #01-03, Singapore 417839
• Operating Hours: Monday to Friday, 9am to 5:30pm
• Closed on Weekends and Public Holidays

Return Process

Step 1: Submit Your Return Request

• Email our customer service at customercare@ultimatesupsg.com with your order number
• Wait for our confirmation email with a Return Authorization (RA) number
• You must receive our RA number before proceeding with the return

Step 2: Prepare Your Return

• Pack the item(s) securely in original or similar packaging
• Include all original tags, accessories, and documentation
• Write your RA number clearly on the outside of the package

Step 3: Return Delivery

• Deliver your return package to our warehouse during operating hours
• Bring your order confirmation email or proof of purchase
• Our warehouse staff will inspect the items upon receipt
• You will receive a return acknowledgment slip

Refund Information

• Refunds will be processed within 7 business days of receiving your return
• You will receive an email notification when your refund is processed
• Refunds will be issued to the original payment method
• Original shipping charges are non-refundable
• Return processing time: 2-3 business days
• Bank processing time: 3-5 business days

Eligible Items

Items must meet the following criteria:

• Returned within 14 days of delivery
• Unused and unworn condition
• Original tags attached
• Original packaging intact
• Accompanied by proof of purchase

Non-Returnable Items

The following items cannot be returned:

• Intimate apparel and swimwear
• Sale items marked "Final Sale"
• Customized or personalized items
• Digital products
• Personal care items
• Items marked as non-returnable at the time of purchase

Exchange Policy

• Size/color exchanges are available within the 14-day return window
• Exchanges are subject to stock availability
• Only one exchange per order is permitted
• Exchange requests follow the same process as returns

Damaged or Incorrect Items

If you receive a damaged or incorrect item:

1. Contact us within 48 hours of delivery
2. Provide order number and clear photos of the damage
3. We will arrange a free return shipping label
4. Replacement or refund will be processed priority

International Returns

• International returns must follow the same guidelines
• Customer is responsible for return shipping and any customs duties
• Please allow additional processing time for international returns

Contact Us

Need help with your return? Contact our customer service team:

• Email: customercare@ultimatesupsg.com
• Phone: +6587212980
• Live Chat: Available Monday-Friday, 9am-5:30pm (SGT)

Quality Guarantee

Ultimate Sup stands behind the quality of our products. If you're not 100% satisfied with your purchase, please let us know, and we'll make it right.

Policy Updates

We reserve the right to modify this return policy at any time. Changes will be posted on this page with an effective date.

Last Updated: 15/6/2026

Note: This return policy is governed by Singapore law and is subject to change without prior notice. For the most current version of our return policy, please visit this page.