SomeOneA
I ordered a Skywave X50 from Ultimea…
I ordered a Skywave X50 from Ultimea and was repeatedly told to keep waiting due to delays. After literally six months of being given various reasons — including once being told it was a customs issue — I clearly stated that I did not want the order cancelled. Ultimea cancelled it anyway and issued a refund for $100 less than what I originally paid! Even if the currency fluctuated (which it didn’t by that much), customers should not bear currency losses when the merchant cancels the order. BE AWARE OF THEIR PRACTICES. ------------------------------- UPDATE After multiple follow-ups and providing full documentation (including bank statements), Ultimea continues to deny there is any refund shortfall. They focus on their internal USD figures while ignoring the fact that I paid and was refunded in AUD and remain out of pocket. They have repeatedly asked for the same evidence, acknowledged receipt, and still failed to resolve the issue. Because of this experience, they have also lost out on a larger project purchase. I was planning to buy the Thor T60, but after the way this order and refund were handled, there is no chance I will ever purchase from Ultimea again. I will also be posting my experience across multiple review platforms so other customers are aware of how this was handled. At this point, I have escalated the matter through my bank as a formal dispute. Proceed with caution.
Response from UltimeaFeb 25, 2026
Dear Customer, Thank you for sharing your feedback. We sincerely apologize for the frustration and disappointment this situation has caused you. Waiting for such a long period of time is certainly not the experience we want any customer to have. Regarding the cancellation, we understand your concern. Please allow us to clarify that the refund amount is processed by the original payment channel. In some cases, when the payment was made in a different currency, the refund is converted back based on the exchange rate applied by the bank or payment provider at the time of refund. Unfortunately, exchange rate differences and related fees are determined by the financial institution rather than by us, and we do not have control over those fluctuations. That said, we completely understand how upsetting it is to receive less than the original amount paid, especially when the cancellation was not what you expected. This is certainly not our intention, and we truly regret the negative experience. We would sincerely appreciate the opportunity to review your case again in detail. Please contact us directly at [email protected] with your experience and screenshot our reply so we can carefully investigate the refund discrepancy and see what we can do to assist you further. Your trust is very important to us, and we remain committed to resolving this matter in a fair and responsible way. Best regards, ULTIMEA Customer Support Team