Refund Policy

Section 1

About this policy

This Refund Policy explains the voluntary return and refund practices of MedPro Respiratory Care Ltd. (“MedPro,” “we,” “us,” or “our”) for eligible purchases made through the MedPro online store.

This policy forms part of the MedPro Terms & Conditions. Return eligibility depends on the product, its condition, the timing and reason for the request, the circumstances of the purchase, and applicable law.

This policy distinguishes an ordinary change-of-mind return from an order that is damaged, defective, incorrect, incomplete, missing, or subject to a manufacturer warranty.

Section 2

Scope of this policy

This policy applies to eligible products purchased directly through the MedPro website and shipped within Canada.

Separate terms, agreements, or procedures may apply to clinic purchases, telephone purchases not processed through the online-order team, rentals, funded equipment, clinical programs, institutional orders, servicing, repairs, and other arrangements outside the online store.

Products purchased from another retailer or provider must be returned to that seller in accordance with its policies.

Section 3

Standard return eligibility

A standard return is a voluntary request to return an eligible product because the customer no longer wants it. To be considered, a standard return must generally satisfy all of the following conditions:

• The product was purchased directly through the MedPro online store.
• MedPro is contacted within three days of delivery.
• The product remains unopened, unused, unassembled, unworn, and untested.
• The original manufacturer packaging, seals, labels, accessories, manuals, inserts, and included components remain complete and intact.
• The packaging is suitable for resale and has not been written on, damaged, altered, or used as the shipping container.
• The product is not listed as non-returnable, final sale, clearance, or special order.
• Proof of purchase and the MedPro order number are provided.
• MedPro provides return authorization before the product is sent back.

Return requests are reviewed individually based on this policy, the product’s condition, health and safety considerations, manufacturer restrictions, and applicable law. Authorization to send a product back does not guarantee a refund until MedPro receives and inspects the item.

Section 4

Return request window

For a voluntary return, contact MedPro within three days of delivery. Delivery is generally determined using the carrier’s delivery record or the date the order was received or collected.

A request submitted within the three-day period does not require the product to arrive back within that same period. When a return is authorized, MedPro will provide a separate deadline and instructions for sending the product back.

Requests received outside the voluntary return period may be declined. A different process may still apply where an order was damaged, defective, incorrect, incomplete, not delivered, or covered by a manufacturer warranty or a mandatory legal right.

Section 5

Non-returnable products

For health, hygiene, infection-control, safety, regulatory, or resale reasons, the following products are generally not eligible for a voluntary return:

Opened or used products

Any product that has been opened, assembled, fitted, worn, used, tested, cleaned, filled, connected, or exposed to a personal-use environment.

Respiratory and personal-use products

• Opened CPAP masks, mask components, machines, tubing, filters, humidifier chambers, and accessories.
• Opened oxygen-delivery products and accessories.
• Opened aerosol, nebulizer, suction, tracheostomy, and other personal-use respiratory products.
• Other products that contact the face, airway, skin, bodily fluids, or a personal-use environment.

Special-order, clearance, and final-sale products

Products ordered specifically for a customer, personalized or specially configured items, and products clearly identified before purchase as clearance or final sale.

Oxygen cylinders and regulated products

Full oxygen cylinders and other regulated or hazardous products are not eligible for ordinary return shipping. Do not ship or transport an oxygen cylinder without specific instructions from MedPro.

Customer-damaged products

Products damaged through misuse, improper storage, improper cleaning, accidents, unauthorized modification, neglect, or failure to follow manufacturer instructions.

Additional product-specific restrictions may be displayed on a product page, during checkout, or in promotion-specific terms.

Section 6

How to request a return

Before returning any product, contact MedPro Online Order Support and provide enough information for us to locate and assess the order.

• Your MedPro order number.
• The purchaser’s full name, email address, and telephone number.
• The product name and quantity.
• The delivery date.
• The reason for the request.
• Whether the product or manufacturer packaging has been opened.
• Photographs or video where the product, packaging, delivery, damage, defect, or incorrect item is relevant.
• The resolution you are requesting, where applicable.

Submitting a request does not automatically approve a return, refund, replacement, exchange, store credit, or warranty claim. MedPro may request additional information reasonably needed to review the request.

Section 7

Return authorization

Products must not be returned without authorization from MedPro. If a return is approved for shipment, MedPro will provide written instructions that may include:

• The products and quantities authorized for return.
• A return-authorization reference.
• The correct return address or delivery location.
• Packaging and labelling instructions.
• Who is responsible for return-shipping costs.
• The deadline for sending the return.
• Any special handling or safety requirements.

Authorization applies only to the product and quantity identified in the instructions. Additional items placed in the package may not be processed. Online purchases should not be returned to a MedPro clinic unless the order-support team specifically directs you to do so.

Section 8

Packaging and return shipping

The sender is responsible for packaging an approved return securely and in accordance with MedPro’s instructions. Original protective materials should be used where available.

• Place the manufacturer’s product packaging inside a separate shipping carton.
• Do not place courier labels, tape, or writing directly on the manufacturer’s packaging.
• Include all accessories, manuals, inserts, cables, parts, promotional items, and other components supplied with the product.
• Include the return-authorization reference as instructed.
• Use a traceable shipping service and keep the receipt and tracking information.
• Do not ship oxygen cylinders, compressed gas, batteries subject to special transport rules, or other regulated products without specific instructions.

For customer-paid returns, MedPro is not responsible for packages that are lost in transit or damaged because of inadequate packaging, subject to applicable law. Return shipping arranged or paid for by MedPro must be used only for the authorized product and purpose.

Section 9

Inspection and approval

After MedPro receives an authorized return, the product is inspected to confirm eligibility. The inspection may consider:

• Product and packaging seals.
• Evidence of opening, fitting, testing, use, assembly, cleaning, or contamination.
• Packaging integrity and resale condition.
• Missing accessories, manuals, components, or promotional items.
• Serial numbers and product identifiers.
• Damage occurring before or during return shipping.
• Compliance with the return authorization and deadline.

Following inspection, MedPro may approve a refund, approve a refund less permitted deductions, offer an agreed store credit, arrange an exchange or replacement, refer the matter for warranty review, or decline the return.

If a return is declined, MedPro will explain the reason and advise what will happen to the product. Additional shipping charges may apply if the customer requests that an ineligible item be sent back.

Section 10

Restocking and shipping charges

Restocking fee

Approved voluntary returns are subject to a 20% restocking fee. The fee is calculated against the eligible product purchase price before refundable taxes are determined.

The standard restocking fee does not ordinarily apply where MedPro confirms that it supplied an incorrect, damaged, defective, or materially misdescribed product. Different manufacturer or special-order charges may apply where disclosed and permitted.

Original shipping charges

Original shipping and delivery charges are non-refundable for voluntary change-of-mind returns. Shipping charges may be reviewed differently where MedPro confirms an order error, damage, defect, non-delivery, or another situation requiring a different remedy.

Return shipping

The customer is responsible for return-shipping costs for a voluntary return. Where MedPro confirms that it sent an incorrect item or that another MedPro-responsible issue requires the product to be returned, MedPro may provide a return label or another approved shipping method.

Fees and deductions applicable to an approved return will be communicated as part of the review or refund confirmation.

Section 11

Damaged, defective, or incorrect orders

Contact MedPro as soon as possible if a product arrives damaged, appears defective, differs materially from what was ordered, or may be unsafe to use.

• Keep the product, shipping carton, manufacturer packaging, labels, and all included materials.
• Do not use a visibly damaged or potentially unsafe product.
• Photograph the shipping carton, shipping label, packaging, product, serial number, and visible damage or discrepancy where requested.
• Do not discard or return the product until MedPro provides instructions.
• Complete reasonable troubleshooting steps where appropriate and safe.

Depending on the circumstances, MedPro may arrange replacement parts, a replacement product, the correct product, troubleshooting, repair, warranty support, store credit where agreed, or a refund. A specific resolution cannot be guaranteed before the issue is assessed.

Damage caused by misuse, improper handling, improper cleaning, accidents, unauthorized modification, or failure to follow manufacturer instructions is not eligible for a return or refund under this section and may also be excluded from warranty coverage.

Section 12

Missing items and incomplete orders

An order may occasionally be delivered in more than one package. Before reporting a missing item, review the shipment-confirmation emails, tracking links, packing slip, and the contents of all delivered packages.

Report a missing product, component, or quantity to MedPro as soon as possible. MedPro may review packing records, inventory information, shipping weights, photographs, carrier records, and other available information.

Where MedPro confirms that an item was omitted, the available resolution may include sending the missing item, completing the order through another shipment, or refunding the affected item.

Section 13

Refund methods and processing

Approved refunds are normally returned to the original payment method used for the purchase. A refund generally cannot be redirected to an unrelated card, account, or person.

MedPro initiates an approved refund after any required return has been received, inspected, and accepted, or after MedPro confirms that a return is not required. Applicable restocking fees, shipping charges, promotional adjustments, or other permitted deductions will be reflected in the refund.

Payments made through Stripe, Link, Apple Pay, or Google Pay are refunded through the underlying original payment method. After MedPro initiates a refund, the card issuer, bank, wallet provider, or payment network may require additional time to post the credit.

If the original payment method is no longer available, contact MedPro. Any alternative method is subject to identity verification, payment-provider requirements, and applicable law.

Section 14

Exchanges and store credit

Unless MedPro makes another arrangement, an eligible exchange may be handled as an approved return followed by a new order. Product availability and pricing for the replacement item are not guaranteed until the new order is approved.

Where appropriate, MedPro may offer store credit as an alternative resolution. Store credit will not replace a monetary refund where a refund is required by law, and it will be issued only where permitted and agreed.

Any difference in price, tax, or shipping for a replacement order must be paid or refunded as applicable.

Section 15

Promotions, bundles, and free gifts

Returns involving discounts, bundles, complimentary items, or other promotions are reviewed using the promotion-specific terms and the value retained by the customer after the return.

• All components of a bundle may need to be returned together.
• A discount may be recalculated if returning one item causes the remaining purchase to no longer qualify.
• A free gift or promotional product may need to be returned with the qualifying product.
• If an included gift is not returned, MedPro may deduct its stated or disclosed promotional value from an otherwise approved refund where permitted.
• A replacement promotional item or free gift is not guaranteed.
• Promotion-specific terms prevail where they clearly differ from this general section.

Section 16

Order changes and cancellations

To request an order change or cancellation, contact MedPro Online Order Support as soon as possible. Cancellation or modification is not guaranteed.

MedPro staff will review the order status. An order may be unable to be changed or cancelled after it has been approved, specially ordered, allocated, prepared, transferred to fulfilment, or shipped.

If a cancellation is approved after payment has been processed, the applicable refund will normally be returned to the original payment method. This section does not limit a cancellation right that cannot lawfully be waived.

Section 17

Warranty claims

A manufacturer warranty claim is different from a voluntary return. Manufacturer terms, coverage periods, exclusions, troubleshooting steps, repair processes, and final claim decisions may apply.

MedPro may assist with troubleshooting and submission of an eligible warranty claim. Proof of purchase, photographs, video, serial numbers, manufacturer forms, and other information may be required. Depending on the warranty, the available resolution may be repair, replacement, parts, or another manufacturer-approved remedy rather than a refund.

Customers may be responsible for shipping, assessment, or service charges where permitted by the manufacturer’s policy and applicable law.

For more information, review our Returns & Warranties page.

Section 18

Consumer rights

A final-sale or non-returnable designation for an ordinary change-of-mind request does not necessarily remove rights that may apply to a damaged, defective, misdescribed, incorrect, undelivered, or otherwise non-compliant product or transaction.

Customers are encouraged to contact MedPro promptly so that concerns can be reviewed and an appropriate resolution can be considered.

Section 19

Contact MedPro

Contact MedPro before sending a product back. Please have your order number and product information available.