At Urban Medical Gear, we stand behind the quality of our products and want returns to be as smooth as possible. This page summarizes our returns process. The complete, governing terms are in our official Returns & Refund Policy (effective January 25, 2026).

Return Window

  • Most items may be returned within 14 days of delivery.
  • Some products fulfilled by third-party vendors or warehouses may qualify for extended windows of up to 30 days, subject to the vendor's policy.
  • Contact us first to confirm eligibility before sending anything back. Unauthorized returns may be refused.

How to Start a Return

  1. Use our returns portal: FlexReturn – Urban Medical Gear, or email sales@urbanmedicalgear.com.
  2. Include your order number, full name, the email used at checkout, reason for return, and clear photos of the item and packaging (photos are required to verify condition and eligibility).
  3. Once approved, ship the item back as instructed. Do not send your purchase back to the manufacturer.

Condition Requirements

To qualify for a refund or exchange, items must be unused and uninstalled, in original packaging with all accessories and inserts, free of biohazard exposure, and in resalable condition. Items showing wear, damage, contamination, or missing components may be denied or receive a partial refund.

Non-Returnable Items

Unless required by law: used or installed products, clearance/final-sale items, customized or special-order products, items damaged by misuse, and items seized or refused by customs are not returnable.

Refunds

  • After we receive and inspect your return, we'll notify you by email.
  • Approved refunds are issued to your original payment method, typically within 7–10 business days after inspection.
  • Refunds may be reduced by return-label costs, original shipping charges, third-party handling fees, and — for some vendor-fulfilled orders — a restocking fee of up to 15%. We'll tell you before any restocking fee applies.

Shipping Costs

Original outbound shipping is non-refundable, and return shipping is the customer's responsibility unless the item arrived defective or damaged. If we provide a return label, its cost is deducted from your refund.

Exchanges — Defective or Damaged Items

If you receive a defective or damaged item, we'll make it right at no cost to you. Email sales@urbanmedicalgear.com with photos and we'll send instructions. Exchanges for change of mind, size, or preference are subject to availability and may incur additional shipping.

Questions? Reach out anytime at sales@urbanmedicalgear.com — we're committed to high-quality gear and a fair, fast process when something needs to come back.