Refund policy

What is our Return / Refund Policy?

We want you to feel confident shopping with us at Urology Health Store Canada. If something isn’t quite right, we’re here to help.

You can return any product that is unopened, in its original packaging, and undamaged within 30 days of receiving your order. Just reach out to us first so we can review your request and issue a Return Authorization (RA)—this is required for all returns.

Because many of the products we sell are personal health items, we do not accept returns on items that have been used or opened. For this reason, we highly recommend speaking with a healthcare professional before placing your order—especially when it comes to selecting the correct size or product type—to help ensure you're choosing the right item for your needs. Certain items are final sale, such as lubricants and clearance items and are unable to be returned.

We’re here to support you, and we’ll always do our best to find the right solution whenever possible.

View our return section on our FAQ Page to learn more! 

Please note:

  • A 20% restocking fee may apply and will be deducted from your refund.
  • Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part or a defective product under warranty. If we made a mistake, we’ll cover the return shipping and make sure you receive the correct item as soon as possible.

Once we receive and inspect the item(s), your refund will be issued to your original method of payment.

To begin your return, please contact our Customer Care Team using our online contact form and include your order number and a quick note explaining the reason for your return. We're here to make the process as easy and stress-free as possible!

Please note that we are not the manufacturers of the products we sell, which means we may not always be able to match the exact refund or return policies offered by the original manufacturer. That said, our goal is always to take care of our customers—we’ll do our very best to provide you with a fair and helpful solution based on your situation.

Your satisfaction matters to us, and we're here to support you every step of the way.

How to Return an Item

To begin the return process, please contact our Customer Care Team using our online contact form. Be sure to include your order number and a brief note explaining why you’d like to return the item(s).

Once we’ve reviewed your request, we’ll issue a Return Authorization (RA) number—this number is required for all returns. Returns sent without an RA number will not be accepted, so please wait for our confirmation before sending anything back.

Preparing Your Return

To be eligible for a refund, the item and its original packaging must arrive in unused, original condition. Please take care when packing your return—we cannot issue refunds for items that are damaged during return shipping.

Here are a few packing tips:

  • Reuse the original shipping box or choose a sturdy, protective box for your return.
  • Do not ship the product in its retail packaging alone—it needs to be inside a secure outer box.
  • For fragile items, use appropriate packing materials like bubble wrap or packing paper to protect them in transit.
  • If we provided you with a return shipping label, please attach it to the package. Otherwise, use the address we send with your RA.
  • Ship with a tracking number to ensure your package arrives safely. You may use the courier of your choice.

 

Local Returns

If you're located nearby, you're welcome to drop off your return in person at our warehouse in Markham, Ontario. Just be sure to include your RA number with the item.

We’re here to make your return process as smooth as possible—don’t hesitate to reach out if you have any questions!