Return Policy

Thank you for choosing Urban IQ. We’re committed to ensuring your experience is exceptional.

If you find yourself needing assistance with a return, don’t worry. The information below will guide you through the process:

  1. Return Material Authorization (RMA): All returned items must have an RMA. To obtain one, please call our customer solutions representative who will provide you with an RMA number and shipping instructions. We’ll credit you in the same manner as your original payment within 10 business days of receiving the item.
  2. Unopened Merchandise: You can return any “unopened” products and accessories within 30 days of delivery for a full refund. Simply return the item using a UPS or FedEx label. Please note that using a non-approved shipping method may result in delays and damages that could affect your refund. If the product originally included free shipping, our actual outbound shipping costs will be deducted from your return refund.
  3. Opened Merchandise: “Opened” and unused products and accessories in their original packaging can be returned within 30 days of delivery, but are subject to a 25% restocking fee. This fee covers testing, cleaning, and repackaging expenses. Just like with unopened items, return the item using a UPS or FedEx label. Again, using a non-approved shipping method may result in delays and damages. If the product originally included free shipping, our actual outbound shipping costs will be deducted from your return refund. Opened returns must be in salable condition with original materials and packaging.
  4. Engine Powered Equipment: This type of equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations. If the product has been gassed or oiled, it needs to be taken to an authorized service center for repair, which may be covered under warranty.
  5. Factory Direct Items: These items are shipped directly from the manufacturer. Returns may be accepted with approval from the manufacturer. You may be responsible for round trip shipping costs and a restocking fee of up to 25%, as some products include shipping costs in the retail price.
  6. Cancelled Orders: Once an order has shipped, it cannot be cancelled. If you refuse a shipped order (not due to damage), you’ll be responsible for paying an ORDER RETURN FEE, which covers the fee incurred from the freight carrier for returning shipped items.
  7. Built-to-Order Items: These are products specially built for you and shipped by the manufacturer. They cannot be returned as they are not routinely stocked in our warehouse.
  8. Installed Items: Once an item has been installed, it cannot be returned. Any damage due to improper installation is the responsibility of you or your installer. Warranty claims may be made, but it’s up to the manufacturer’s discretion to cover associated costs.
  9. Damaged Products: Before signing the delivery receipt, inspect the goods. If you sign without inspection, you’ll be responsible for filing a freight claim. Concealed damage claims must be reported immediately.
  10. Suspect Damage: If the outer carton appears damaged but the product inside is fine, notate “Possible Freight Damage” on the delivery receipt while the driver is present.
  11. Obvious Damage: Do not sign for damaged products. If your product arrives damaged, (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.
  12. Defective Products: We recommend testing your product within 15 days of receipt. In most cases, issues can be resolved over the phone or by contacting the manufacturer’s customer service. They have expert technicians ready to assist you. Please have your model and serial numbers available for fastest service. Note that engine-powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations. If this occurs, it should be taken to an authorized service center for potential warranty-covered repair.