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Refund policy
Our return policy spans a duration of 30 days from the date of purchase. Unfortunately, if this period has elapsed, we regret to inform you that we cannot facilitate a refund or exchange for your purchase.
To qualify for a return, your item must adhere to the following criteria:
- Unused: The item must remain unused, devoid of any signs of wear or damage.
- Same Condition: It should be returned in the same condition as when it was received.
- Original Packaging: The item must be returned in its original packaging.
Kindly note that a 25% restocking fee will be applied to all returns meeting the aforementioned conditions. Upon meeting these criteria, you are encouraged to proceed with the return process. Should you require further clarification or assistance, please do not hesitate to reach out to our dedicated customer service team.
Furthermore, it is essential to highlight that this policy extends to orders exceeding $50, wherein shipping costs are already integrated into the total price.
For the completion of your return, a receipt or proof of purchase is required. Please refrain from sending your purchase back to the manufacturer.
Please be aware that the anticipated timeframe for a refund, once accepted, ranges between 2 to 8 business days. Refunds will be processed to the payment method utilized for the order.
Please note that prepaid return shipping labels can only be provided in the event of the product being Damaged on Arrival, Defective, or due to a Website error.
We do not reimburse for labor costs, service charges, return shipping costs, or any other expenses incurred by the consumer.
WE CAN NOT ACCEPT ANY RETURNS FROM THE FOLLOWING CATEGORIES:
To maintain hygienic standards in accordance with Ontario Health and Health Canada infection and disease prevention initiatives, a few items are deemed non-returnable.
Currently the following items are not returnable:
- Cold Therapy Units / Products and Accessories
- Heating Equipment & Heating Pads
- Custom Orthopaedic Braces
- Taping Products, Sprays and Gels
- Custom Ordered Compression Therapy Products (20 – 30 mmHg and above)
- Pelvic Floor Exercisers (EMY, Perifit)
- Therapeutic modalities (TENS, IFC, NMES, Electric Massagers, and like units)
- Cervical & Lumbar Traction Units
- Any items marked as non-returnable on the product page.
- Support & Braces (DonJoy, Compex, Bauerfeind, Aircast, M-Brace)
- Walker/Wheelchair (Nexus, Evolution, Drive)
- Roho Cushions
- Accessories and Parts
- All Needle and Syringe are non returnable goods
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Post-Operative braces and shoes
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Walking Boots
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Shoulder Immobilizers/Slings
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Crutches / Canes / iWalk devices
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Please note that the expected timeframe for a refund once accepted is 2-8 business days. Refunds will be processed to the payment method used for the order
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@therapysupply.ca