Refund policy

Returns and Exchanges

At Medibrace, we understand the importance of a hassle-free returns and exchanges process. Here are the details of our policy:

30-Day Return Policy: You have 30 days from the date of purchasing your item to request a return. Please note that certain products are exempt from this return policy for reasons such as health regulations and Covid-19. Cold therapy products, TENS units, and similar items do not qualify for returns. Additionally, specific items such as post-operative braces, rigid ankle/foot immobilizers, shoulder immobilizers/slings from all brands, and select knee, back, wrist, and elbow braces from all brands are subject to a 5-day size exchange, rather than a full refund.

Eligibility Criteria: To be eligible for a return, your item must be in the same condition as when you received it, unused, unworn, with all tags attached, and in its original packaging. Please ensure you include the receipt or proof of purchase. Depending on the circumstances, you may be responsible for the return shipping costs and a $30 handling and restocking fee.

Initiating a Return: To start a return, please contact us at support@medibrace.ca. Upon acceptance of your return, we will provide you with detailed instructions on how and where to send your package. Please note that we cannot accept any items that are sent back without prior authorization.

Refund Process: Once we receive and inspect your return, we will notify you regarding the approval of your refund. If approved, the refund will be automatically processed according to your original payment method. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.

Contact Us: If you have any questions or concerns about the return process, please don't hesitate to reach out to us at support@medibrace.ca. We are here to assist you.

Damages and Issues: It is important to inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, please contact us immediately. We will promptly evaluate the issue and take appropriate action to resolve it.

Defective Items and Warranty: For any item that is defective or damaged, please contact us right away so we can evaluate it. If we are notified about a defective item within 30 days of purchase, we will exchange it for you. If the item has been purchased for over 30 days and is still under warranty, we will facilitate your communication with the manufacturer of your brace directly. Please note that we are authorized retailers for our supplier partners, and all warranty-related inquiries will be directed to them. Please contact us at support@medibrace.ca so we can assist you accordingly.

Exceptions and Non-Returnable Items: Certain items are not eligible for returns, including perishable goods (such as supplements), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We cannot accept returns for hazardous materials, flammable liquids, or gases. Additionally, cold therapy products, TENS units, and similar items are non-returnable. However, we do accept 5-day size exchanges for post-operative braces, rigid ankle/foot immobilizers, shoulder immobilizers/slings, as well as specific knee, back, wrist, and elbow braces from all brands. If you have any questions about the eligibility of your specific item, please don't hesitate to contact us.

Please note that sale items or gift cards are not eligible for returns.

We value your satisfaction and will strive to make the returns process as smooth as possible. Feel free to reach out to us if you have any further questions or concerns.