Returns & Refunds Policy

At The Urology Shop, we are committed to providing high-quality urological health devices and ensuring customer satisfaction. If you are not entirely satisfied with your purchase, we are here to help.

Eligibility for Returns

We accept returns on most items within 30 days of delivery. All returns must be received and processed within 40 days of the original delivery date.

Due to the medical and personal nature of our products, we cannot accept returns on any items that have been opened or used, unless the item is found to be faulty.

You may return an item if:

• It is defective or arrives damaged.
• It is unopened, unused, and in its original sealed packaging.

Items that do not meet these conditions will not be eligible for a refund or exchange. 

Return Process

To initiate a return, please contact our customer service team at support@theurologyshop.co.uk with your order number and reason for return.

All returns must be sent by mail. You are responsible for posting it back to us. We do not accept in-person returns.

Exchanges

We accept exchanges for both defective and non-defective products, provided the product remains unopened and all return conditions are met. If you wish to exchange an item, please notify us via email when initiating the return.

Refunds

Once your return is received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, your refund will be processed back to your original method of payment within 5–10 working days.

Refunds will include the full product amount. Original delivery charges are not refundable unless the return is due to a fault with the product.

Return Shipping & Fees

• Method: By mail
• Return label: Downloadable and printable (provided free of charge)
• Restocking fee: No restocking fees apply