Return & Refund Policy
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Return & Refund Policy
At Medical Supplies Store, we want you to be satisfied with your purchase. If something isn’t right, we’ll work with you to make it right.
30-Day Return Window: Customers can return most new, unopened items within 30 days of delivery for a full refund. Items should be returned in their original condition, unused, with tags, and in the original packaging. The receipt or proof of purchase is required.
To maintain hygienic standards in accordance with Alberta Health and Health Canada infection and disease prevention initiatives, ALL medical, surgical, and rehabilitation equipment and soft supports are non-returnable, unless covered by a manufacturer guarantee. Other items we do not accept for return include (but are not limited to):
• Clearance items
• Gift certificates
• Power mobility (power wheelchairs)
• Walkers, wheelchairs & rollators
• Hospital beds & mattresses
• Lifts (bath, chair & patient lifts)
• Oxygen equipment (nebulizers, face masks, concentrators)
• Support & braces
• Compression stockings
• Bathroom equipment
• Ostomy products
• Personal protection equipment (masks, sanitizers, gowns, gloves)
• Walking boots
• Incontinence products
• Special-order items
Return Shipping:
• If you’re returning an item for any reason other than our error or a defect, you are responsible for the cost of return shipping.
• If the return is due to our mistake (wrong item shipped) or a manufacturer defect, we’ll provide a prepaid return shipping label at no cost.
Shipping Damage: If your item arrives damaged due to the courier’s handling, please contact the shipping carrier directly to file a claim under their policy, and let us know as well so we can assist you.
Refund Procedure:
1. To return a product, check the list above to confirm it qualifies. If the product isn’t mentioned, email us at info@medicalsuppliesstore.ca or call us at +1 587-855-0355 to confirm before returning it.
2. Have the following information ready to initiate a return:
• Your original order number
• The item(s) you would like to return
• The reason for the return
How will I receive my refund?
Once your return is processed, your refund will be issued via the original method of payment used for the purchase.
When will I receive my refund?
Once approved, it can take 7 to 10 business days for the refund to appear on your bank or credit card statement.
Exceptions:
1) Returns requested after 30 days from your order: please contact our returns department to see if your product qualifies for a refund or exchange.
2) Defective products: products with defects under warranty will be exchanged. Please call us at +1 587-855-0355 if you encounter any problems with your purchase, and we will make sure any issues are resolved in a timely manner.
*Please note that we are not the manufacturers of the products we sell. If you have a performance or warranty issue, or a general complaint about a product, please contact the manufacturer at the number on the product packaging.
