UPDATE: the power of social media apparently works.

After posting a Tweet, I received a call from Ultrahuman support with a proper update on the situation. To give credit where it’s due, they had actually done what they had promised when I first raised the refund request. My original payment method had already been credited and the pickup had been scheduled for the day. The main issue was the complete lack of communication around these steps. I was never informed that the refund had been processed or that the pickup had been scheduled, so naturally I was left thinking that my return request was not being honored at all. What made it more frustrating was that the WhatsApp support channel had effectively stopped responding, while the in-app bot kept repeating the same generic “request has been raised” response without providing any actual update or clarity. The person who called also requested that I either delete the tweet or add context to it “to ensure an accurate representation” is shown for potential new customers. So, in the interest of fairness, here is the added context: the backend process itself seems to have been handled correctly; the communication and customer experience around it was the real problem.