Refund policy

Returns & Refund Policy – Urban Medical Gear

 


Effective Date: January 25, 2026


This Returns & Refund Policy applies to all purchases made through www.urbanmedicalgear.com (“Site”).


By placing an order with Urban Medical Gear (“we,” “us,” or “our”), you agree to the terms outlined below.

 

 

 

Return Eligibility Timeframes

 


Most items may be returned within 14 days of delivery.


Some products fulfilled by third-party vendors or warehouses may qualify for extended return windows of up to 30 days, subject to the vendor’s policies.


Customers must contact us first to confirm eligibility before sending any item back.


Unauthorized returns may be refused.

 

 

 

How to Request a Return

 


To initiate a return, email:


📧 sales@urbanmedicalgear.com


Include:

 

  • Order number

  • Full name

  • Email used at checkout

  • Reason for return

  • Clear photos of the item and packaging

 


Photos are required to verify condition and eligibility.

 

 

 

Condition of Returned Items

 


To qualify for a refund or exchange, returned items must:

 

  • Be unused and uninstalled

  • Be in original packaging

  • Include all accessories and inserts

  • Be in resalable condition

 


Items showing wear, damage, contamination, or missing components may be denied or subject to partial refunds.

 

 

 

Non-Returnable Items

 


Unless required by law, the following are generally non-returnable:

 

  • Used or installed products

  • Clearance or final-sale items

  • Customized or special-order products

  • Items damaged by misuse or improper handling

  • Items seized or refused by customs

 

 

 

 

Return Shipping Costs

 


Unless otherwise required by law:

 

  • Original outbound shipping is non-refundable

  • Return shipping is the customer’s responsibility

  • If Urban Medical Gear provides a return label, the cost of that label will be deducted from the refund

 

 

 

 

Restocking Fees

 


Certain returns—particularly those fulfilled by third-party warehouses or vendors—may be subject to a restocking fee of up to 15%, depending on the vendor’s policy.


Restocking fees will be deducted from the refund amount before processing.


Customers will be notified if a restocking fee applies once eligibility is reviewed.

 

 

 

Refund Processing

 


Once a return is approved and received:

 

  • Items are inspected

  • Refunds are issued to the original payment method

  • Approved refunds are typically processed within 7–10 business days after inspection

 


Refund amounts may be reduced for:

 

  • Restocking fees

  • Original shipping charges

  • Return label costs

  • Third-party handling fees

 

 

 

 

Exchanges

 


Exchanges are subject to product availability.


If an exchange is requested due to:

 

  • Change of mind

  • Incorrect item selection

  • Size or preference

 


Additional shipping charges may apply.


If an exchange is requested due to damage or error on our part, we will review the claim and provide instructions.


Photos are required for all exchange requests.

 

 

 

Third-Party Warehouse & Vendor Orders

 


Some orders are fulfilled by third-party vendors or distribution centers.


For these orders:

 

  • Return eligibility depends on the vendor’s policies

  • Processing timelines may vary

  • Restocking fees of up to 15% may apply

  • Additional handling or return charges may be imposed

 


Urban Medical Gear does not control third-party warehouse timelines once items are shipped.

 

 

 

International Returns

 


International returns are subject to additional restrictions.


Customers are responsible for:

 

  • Return shipping

  • Customs documentation

  • Duties, VAT, and tariffs

 


Original international shipping charges and customs fees are non-refundable.


Items refused or seized by customs are not eligible for refunds.

 

 

 

Damaged or Incorrect Items

 


If your order arrives damaged or incorrect, contact us within 48 hours of delivery with:

 

  • Photos of the item

  • Photos of packaging

  • Order number

 


We will evaluate the issue and provide next steps.

 

 

 

Refused Deliveries

 


Orders refused after shipment are treated as returns and may be subject to:

 

  • Return shipping charges

  • Restocking fees

  • Third-party handling fees

 

 

 

 

Policy Updates

 


We reserve the right to update this policy at any time. The current version will always be posted on our Site with the effective date.