Returns and Exchanges

We strive to ensure your satisfaction with every purchase. Please review our return and exchange policy below:

Returns & Exchanges:

• Most items such as orthopedic braces, custom-fit products, and rehab products, once worn or used,  are non-returnable for hygiene reasons and in compliance with Health Canada’s policies for medical products.
• If eligible for return, an item must be returned within 30 days of purchase.
• An returned Products must be in unused, original condition with all packaging, tags, and accessories.

Return Process:

1. Contact our customer service team to initiate a return request.
2. Provide proof of purchase and reason for return.
3. Ship the item back using a trackable method. Customers are responsible for return shipping costs
4. Customers can also drop the returned item off at the KineMedics main office at 1600 Laperriere

Exchanges:

• Most orthopedic braces and rehab items, once worn or used, cannot be returned or exchanged for a different model or size. 
• If you have fit concerns for your recently purchased product, please contact our staff to set up a consultation in regards to your product

Refunds:

• If a product is eligible for a refund, In person Refunds can be processed immediately at our Main office at 1600 Laperriere Ave to the original payment method given. 
• If a refund is to be done through etransfer or direct deposit, a Refund will be processed within 7-10 business days after receiving and inspecting the returned item.
• Shipping fees are non-refundable.

FAQs

1. What items can I return?
   Items must be unused, in original packaging, and returned within 30 days. Personal care and custom-fit products are non-returnable.
2. How do I start a return?
   Contact customer service, provide proof of purchase, and ship the item using a trackable method or drop it off at KineMedics main office location.
3. Can I exchange an item?
   Once worn or used, medical products cannot be exchanged for a different size or model
4. What if my product doesn’t help or is not effective for me
   Like any medical treatment, we cannot guarantee that your orthopaedic brace or rehab product will be effective in treating your specific injury or medical condition. 

Our staff will provide an in-depth consultation and product fitting to help a patient determine which, if any, product is the most appropriate product for you to use in your personal situation. If you are not sure if a product is the right solution for you, we recommend that you consult with your referring medical professional before making any purchase