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Refund policy

We want to make this process as straightforward as possible. Below is an overview of how returns, warranty claims, and shipping damage are handled.



Change of Mind or Ordering Error

If you simply need to return an item such as wrong part ordered, no longer needed, etc., we're happy to help under the following conditions:

  • Requested within 30 days of receiving your order
  • Item must be unused, in its original packaging, with all accessories and documentation included
  • A 15% restocking fee applies, deducted from your refund
  • You're responsible for return shipping costs
  • Custom, special-order, and non-stocked items cannot be returned this way


 

Wrong Item, Missing Accessories, or Other Order Issues

If something's not right with your order (the wrong part shipped, something is missing, or the product doesn't match what was ordered), let us know within 30 days of delivery. If the issue is on our end, we'll make it right with a repair, replacement, refund, or other appropriate fix, and you won't pay a restocking fee or return shipping.


 

Defective Products & Limited Warranty

Products we manufacture or brand are covered by a 12-month limited warranty against defects in materials and workmanship, starting from the date of delivery. (Third-party products and cable assemblies exclusions apply. See details below.)

If you discover a defect:

  • Contact us within 7 days of discovering the issue (any time within the 12-month warranty period) with a description of what's wrong
  • We'll issue an RMA and evaluate the product once we receive it
  • If confirmed defective, we'll repair it, replace it, or refund the purchase price, at our discretion and we'll cover reasonable return shipping costs
  • No restocking fee applies to valid warranty claims

What's not covered: damage from improper use, handling, storage, installation, or maintenance; unauthorized modification or repair; use outside the product's rated specifications; normal wear and tear; and shipping damage.

Cable assemblies (including flexible and high-frequency test cables) are excluded from the 12-month warranty. Nonconformity claims on cable assemblies, meaning the item received doesn't match what was ordered or specified, must be reported within 30 days of delivery.

Third-party products not manufactured or branded by us are not covered by this warranty; any applicable manufacturer warranty may still apply.

If we evaluate a product you've returned and can't confirm the reported issue (a "No Fault Found" result), a flat $30 USD evaluation fee plus return shipping will apply before we send it back to you. This fee doesn't apply if your claim turns out to be valid.


 

How to Start a Return or Claim

All returns and claims require a Return Merchandise Authorization (RMA) number before you ship anything back to us. To request one:

  1. Email support@urf-us.com with your order number and a brief description of the issue.
  2. We'll review your request and, if approved, send you an RMA number along with return instructions.

Products returned without a valid RMA number may be refused and sent back to you at your expense, so please don't ship anything back before hearing from us.


 

Shipping Damage

We ship FOB Origin, which means risk of loss transfers to you once the carrier has the order. That said, we're happy to streamline the process and take the hassle off your hands:

  1. When your shipment arrives, note any visible damage on the delivery receipt if you're able to, take photos of the damaged item, the packaging, and the shipping box, and hold onto all packaging until the claim is resolved.
  2. Report the damage to us in writing within 72 hours of delivery, along with your photos.
  3. We'll help file the carrier claim on your behalf.

A replacement can be placed as a new order at any time, rather than waiting on the claim to resolve. If damage is reported after 72 hours, we'll still do our best to help, though a successful claim becomes less likely the longer it's been.

We recommend insured shipping for high-value orders.


 

Return Labels

Once your RMA is approved, we'll email you a prepaid return shipping label through our carrier account. The label cost is deducted from your refund for change-of-mind and ordering-error returns. There's no charge to you for warranty-covered defective returns or shipping-damage replacements.


 

Refunds

Approved refunds are issued to your original payment method or as store credit, at our discretion, and reflect the purchase price paid less any applicable restocking fee. Original shipping charges are non-refundable unless the return is due to our error.

Refund Processing Time

Refunds are processed within 10 business days of us receiving your returned item.


 

Cancellation Before Shipping

If your order hasn't shipped yet, contact us as soon as possible and we'll do our best to cancel or adjust it before it goes out. Once an order has shipped, we're unable to cancel or make changes to it; at that point, any issue needs to go through the applicable return or warranty process above.


 

Contact Us

Contact us at support@urf-us.com and we'll be glad to help.