Return and Refund Policy

Returns

  • You have a 14 calendar days window of option to decide on return of an order purchased due to a change of mind. The cancellation period starts from the day of order receipt notification by courier agent. To find out how to return your product(s) please see our return process below.
  • Before returning of product, we recommend the use of high-quality overpack to wrap around the original product packaging. It is also recommended that any product labels or stickers on the original packaging remain intact.
  • Return of product due to not the correct and/or originally intended product of purchase must be done with product returned unused and in the same condition that product was originally received.  Product returned should not be used, damaged, dirty and/or scratched. UDG reserves the final right & discretion to reject any returns that is found to be of questionable conditions.
  • We currently do not offer exchanges. You may return product to UDG for a refund and follow-up to place a new order to get the product of choice.  UDG only accepts returns from udggear.com.  Purchases not made from udggear.com are not returnable and/or refundable. Please return to original vendor who sold product for recourse.

Refunds

  • It is important that the product is returned in its complete condition including all accessories in their original packaging. This includes manuals, warranty documentation, labels, tags and inside padding where applicable. In short, all that is originally included in the original packaging. Your returned product must also be accompanied with our receipt or proof of purchase.
  • We will refund you within 14 days from the day we receive your products subject to all conditions mentioned fulfilled. Refund is made for price paid for order and the costs of delivery.  You are responsible for costs associated with return shipping. We reserve the rights to decline any refund or subject to your prior approval, deduct from any requested refund for product returned damaged and/or wear and tear on products which are deemed abnormal and/or product being excessively handled. UDG reserves the final decision to accept or reject all products returned for refund application.
  • In the event that we do not receive your rejected or returned product within 14 days after the date of the product was returned by you then UDG reserves the right to cancel a refund application.
  • Refund will be done in the same payment mode as you have used when purchasing the product. For example, we can only give a gift certificate/voucher as a refund if you had paid with a gift certificate/voucher in the original transaction.  For credit card refund, return credit is dependent on your card issuer's T&C on refund.
  • If you return only a portion/part of the order , then we no longer have an obligation to refund the freight cost

Inquiry on Defective item

  • Please complete the template provided in Online Return Merchandise Authorization Form (RMA) & upon submission, you will be provided a RMA number which may be used for all future correspondence.
  • Note all cosmetic imperfections, scratches, markings, dirt and/or blemishes on product may not be approved for refund. Wear & tear, scratches & damages on product that falls outside our standard warranty T&C may also not be approved for refund. UDG reserves the rights to inspect & approve all such cases & decide if submission raised is reasonable, appropriate & fair for a refund.
  • Product that is subjected to extreme stress, abuse, mishandling and/or damaged not in any reasonable course of usage will not be approved for a refund.
  • UDG may recommend, if a products with minor defect, be repaired locally or referred to any local distributor for minor follow-up action to have product reconstituted to its intended condition.
  • UDG may also recommend if a replacement of parts as a recourse instead of a full refund if the provided part is sufficient to have product reconstituted to its intended condition.  
  • UDG return and refund policy applies for all defective products returned.

Items Not Eligible for refunds

  • Merchandise purchased with B-stock classification is not returnable and/or exchangeable except cases where purchaser can prove product purchased is not fit for its intended usage/purpose. The following is an explanation on “B-Stock” :

'B-Stock’ is nearly the quality level of ‘A’, but may have been a trade-show demo, a product with some minor cosmetic defects and/or with the rubber feet on the bottom slightly out of position. In most cases the product still has all the original packaging, accessories & manuals with only the slightest of defects. ‘B-Stock’ carries the original manufacturer warranty for fitness of purpose but excludes all cosmetic defects.

How to Return Your Item

  1. If you have a product  for return to UDG GEAR please complete using Online Return Merchandise Authorization (RMA) Form provided. The return form must be completed in full.
  2. Please submit the online RMA Form and you will receive a notification if the Form has been received.
  3.  Once the Return is approved then you will receive RMA number and please quote the RMA number provided for all future correspondence.
  4. Use a high-quality overpack to wrap around the original product & attach the product label.
  5. Include in the original packing slip or the receipt/proof of purchase.
  6. We advice to use the Trace & Tracking service when you return the product to us.
  7. Label the package with the following address and ship via carrier of your choice:

URS B.V
Industrieweg 18-21
3846 BD Harderwijk
The Netherlands

Contact Us

If you have any questions on how to return your product to us, contact us weborder@udggear.com