Refund policy
Last updated: 2026-10-05
Summary
| Return window | By country — see the table below (US/Canada 30 days, Mexico/Australia 15, UK/Germany 14, Japan 8, South Korea 7) |
|---|---|
| Condition | Unused, in the original packaging, with all parts and accessories |
| How to start | Email support@urs2go.com with your order number |
| Return address | URS2GO, 1142 S. Diamond Bar blvd., #343, Diamond Bar, CA 91765, USA |
| Return shipping | You pay for change-of-mind returns. We pay when the item arrived damaged, faulty, or was not what you ordered. |
| Refund time | Within 5 business days after we receive and inspect the return, to your original payment method |
| Cancellation | Full refund if you cancel before dispatch |
1. Return windows by country
Our no-fault return window, and the consumer-law rights that always apply, differ by country. The table below is a summary; the exact terms are set out underneath it.
| Country | Change of mind (no fault) — our window | Faulty or not as described |
|---|---|---|
| United States | 30 days from delivery | Per state law; contact us and we will make it right |
| United Kingdom | 14 days — statutory "cooling-off" period only | 30 days short-term right to reject, then repair, replacement or price reduction |
| Germany | 14 days — statutory right of withdrawal (Widerrufsrecht) | Statutory defect liability (Gewährleistung), 24 months |
| Canada | 30 days from delivery | Provincial consumer law; contact us and we will make it right |
| Mexico | 15 days from delivery | Exchange or refund under the Federal Consumer Protection Law |
| Australia | 15 days from delivery | Consumer guarantees — remedy within a reasonable time |
| Japan | 8 days from delivery (the statutory period) | Refund or replacement if the item is faulty or not as described |
| South Korea | 7 days from delivery (the statutory period) | Misrepresentation: within 3 months of receipt, or 30 days of discovering it |
United Kingdom — the two periods are not the same thing
To be clear, because these two numbers are often confused:
- Change of mind: 14 days. As a consumer buying at a distance you have a statutory "cooling-off" period of 14 days from the day you receive the goods. You must tell us within those 14 days that you are cancelling, and then send the goods back within 14 days of telling us. Return shipping for a change of mind is paid by you.
- Faulty, damaged or not as described: 30 days. The 30-day period is the short-term right to reject and applies only when the item is faulty, damaged, or not what you ordered — not to a change of mind. Within 30 days of delivery you can reject such an item and get a full refund. After 30 days you keep a right to repair, replacement or a price reduction.
So: 14 days for "I changed my mind", 30 days for "this is faulty or it is not what I ordered".
Germany
Consumers in Germany have a statutory right of withdrawal (Widerrufsrecht) of 14 days from receipt of the goods. If we failed to give you the required withdrawal information, that period is extended to 12 months and 14 days. Separately, statutory defect liability (Gewährleistung) runs for 24 months from delivery and is not affected by the 14-day period.
Japan
Distance selling in Japan has no cooling-off period, but the law gives you an 8-day return right from receipt when the seller does not display its return terms. We apply that same 8-day window to change-of-mind returns. Return shipping for a change of mind is paid by you.
South Korea
The statutory withdrawal period (청약철회) is 7 days from receipt of the goods or of the written contract terms, whichever is later, and we apply that same 7-day window. Return shipping for a change of mind is paid by you.
United States, Canada, Mexico, Australia
None of these countries imposes a single federal minimum cooling-off period for online purchases, so the window in the table is the window we choose to offer. Where a province or state gives you a longer right, or where consumer law gives you a remedy for goods that are faulty or not as described (for example the Australian Consumer Law consumer guarantees), that right applies on top of our window and is not limited by it.
Nothing in this policy limits or excludes rights you have under the mandatory consumer law of your country of residence.
2. Condition of returned items
To be accepted, an item must be:
- unused and undamaged, with no signs of installation or wear;
- in its original packaging, with all parts, accessories and printed material included;
- accompanied by the order number and, where we issued one, a return reference.
We may reduce or refuse a refund if an item comes back used, damaged, incomplete, or in a condition that makes it unsellable. If we do, we explain the reason and, where you ask us to, return the item to you.
3. How to start a return
Email support@urs2go.com with:
- your order number;
- the item you want to return and the reason;
- photos if the item arrived damaged, faulty, or is not what you ordered.
We reply with the return address and instructions. Please do not send a parcel back before contacting us — returns sent without a reference can be refused or delayed, and we cannot guarantee they reach the right place.
4. Who pays for return shipping
- Change of mind: you pay for return shipping. The original shipping cost is not refunded. Import duties and taxes already paid are not refundable by us.
- Damaged, faulty, or incorrect item: we cover reasonable return shipping, or — for lower-value items — we may ask for photos and settle with a refund or replacement without requiring the item back.
- Returned parcels should be declared as returned goods. We are not responsible for import charges raised on a return shipment.
- Returns from outside the United States are usually expensive to ship. If you are outside the US, contact us first — for lower-value items we may offer a partial refund so that you can keep the item instead of shipping it back.
5. Refunds
Once your return arrives and passes inspection, we issue the refund within 5 business days to your original payment method.
- Your bank or payment provider may need additional time to show the refund; that timing is outside our control.
- If you paid in a currency other than the currency of our account, exchange-rate differences and payment provider fees may mean the refunded amount differs slightly from the amount originally charged.
- Refunds are always sent to the original payment method. We cannot refund to a different card, account or person.
6. Cancellations
You can cancel an order for a full refund at any time before it is dispatched by emailing support@urs2go.com with your order number. If the order has already been dispatched, please use the return process in section 1.
7. Damaged, faulty or incorrect items
Contact us within 7 days of delivery with your order number and photos of the item and its packaging. We will arrange a replacement, a replacement part, or a full refund — your choice. Please keep the packaging until the matter is settled, as carriers may require it for a claim.
8. Items we cannot accept back
- Gift cards.
- Items marked as final sale or clearance at the time of purchase.
- Items that have been used, installed, altered or damaged after delivery.
- None beyond the categories above.
9. Statutory rights
This policy sits alongside — and does not replace — the mandatory consumer rights you have in your country of residence, including the EU/UK 14-day right of withdrawal for distance contracts and any warranty rights under local law.
10. Contact
Email support@urs2go.com with your order number. We usually reply within 2 business days. For delivery times and import charges, see our Shipping Policy.