Politique de remboursement

Last updated: July 25, 2026

At Alignova Medical, your satisfaction and well-being are our top priorities. We are committed to ensuring that every product you receive meets the highest standards of quality and safety. Because many of our products are medical devices worn directly against the body, we place a high priority on patient health, safety and product integrity. Once these products have been opened or worn, we cannot verify that they remain in a hygienic condition suitable for another customer. For this reason, certain products are not eligible for return once opened or used. Our return policy is designed to protect patient health, product integrity and fair insurance practices, and therefore includes a clearly defined return window: except as expressly provided under the "Incorrect, Damaged or Defective Products" section below, all sales become final after the applicable 7-day return period has expired.

Before opening your product, we strongly recommend verifying your measurements one final time. If you are unsure whether you selected the correct size, please contact our customer care team before opening the package. We are happy to review your measurements and help confirm the most appropriate size.

Voluntary Returns & Size Exchanges (7 Days)

If you change your mind about a purchase or need a different size, you may request a return or size exchange within 7 days of the delivery date, provided the following conditions are met:

The item is unopened, unused, and in its original condition
All original packaging, tags, and accessories are included
Proof of purchase is provided

To be considered unopened, the product must remain inside its original, sealed manufacturer packaging with all hygienic stickers, tags, and tamper-evident seals fully intact.

After 7 days, voluntary returns and size exchanges are no longer accepted.

Size Exchanges. We understand that getting the perfect fit is important. We offer one (1) complimentary size exchange per order, with shipping covered by Alignova Medical, provided the exchange request is submitted within the 7-day return period, the original product remains unopened, and the exchange is due to a remeasured size difference. For any subsequent size exchanges on the same order, the customer will be responsible for the shipping charges. Please contact us for details and to initiate an exchange.

For health, safety and product integrity reasons, the following items are non-returnable once opened or used:

Braces, supports, and compression garments that have been worn
Custom-fitted or made-to-order orthopedic devices
Items marked as final sale at the time of purchase

Incorrect, Damaged or Defective Products (14 Days)

If you receive an incorrect, damaged or defective product, please notify us within 14 days of the delivery date. Please document the issue with photos and include your order number so our team can verify the problem.

Upon verification of the issue, Alignova Medical will determine the appropriate remedy, which may include repair, replacement, exchange, or, where appropriate, a refund, subject to applicable law. Repair, replacement or exchange with the correct item is our default remedy, provided at no additional cost to you.

This section applies only to confirmed manufacturing defects, shipping damage, or fulfillment errors. It does not apply to products that are the incorrect size, no longer wanted, or otherwise unsuitable for the customer's needs.

How to Initiate a Return or Exchange

To begin a return or exchange, please contact our customer support team at care@alignovamedical.ca with your order number and reason for the request. Our team will provide you with a Return Merchandise Authorization (RMA) number and return instructions. Returns submitted without an RMA number may not be processed. Approved returns must be shipped within 14 days after the RMA is issued. Returned products remain the responsibility of the customer until they are received by Alignova Medical.

Online store purchases must be processed through our RMA process and returned by mail. Returns cannot be dropped off or processed in person unless pre-authorized in writing by our customer care team.

Items sent back to us without an RMA, or items returned in opened or used condition that do not qualify for a refund, will not be processed. The customer will be responsible for paying return shipping costs to have the item sent back to them. Unclaimed items will be disposed of after 30 days.

Refunds

For approved voluntary returns submitted within the 7-day return period: once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 5–10 business days to your original payment method. Please note that original shipping charges are non-refundable unless the return is due to our error or a defective product. We do not charge restocking fees for approved returns that meet all original, unopened condition requirements.

After the 7-day return period, refunds are not a standard remedy. For verified incorrect, damaged or defective products, our default remedy is repair, replacement or exchange as described above; a refund may be provided at Alignova Medical's discretion where a replacement is not reasonably available, or where required by applicable law.

Refunds will only be issued to the original purchaser and the original method of payment.

Alignova Medical reserves the right to refuse any return, exchange or refund request where fraudulent activity, attempted fraud, abuse of this policy, or misrepresentation is reasonably suspected.

Insurance Reimbursement & Returns

To help prevent insurance fraud and duplicate reimbursement, if Alignova Medical has provided documentation for insurance reimbursement purposes, including a quotation, estimate, receipt, invoice or other supporting documentation, and you later request a cancellation, return, exchange, or refund (in whole or in part), we may require verification of the status of your insurance claim before processing your request. Customers are responsible for ensuring that any return, exchange or refund complies with the terms of their insurance coverage. For more about insurance estimates, see our Terms of Service.

Verification may include proof of claim status — documentation or other confirmation from you or your insurance provider indicating whether a claim has been submitted, approved, paid, denied, withdrawn, or reversed. This may take whatever form is most convenient, such as a claim status screenshot, an email from your insurer, an explanation of benefits, or a reimbursement statement. Any documentation you provide is handled in accordance with our Privacy Policy.

Return, exchange and refund requests may be delayed until the required verification has been received. Where an insurance claim has already been paid, Alignova Medical reserves the right to require confirmation that the reimbursement has been reversed, repaid to the insurer, or otherwise resolved before issuing a refund, and customers may be required to notify their insurance provider of the return or refund.

Shipping Costs for Returns

If the return or exchange is due to our error (wrong item, defective product), we will cover the return shipping cost.
For the first size exchange on an order, we will cover the shipping charges. Any subsequent size exchanges on the same order are at the customer's expense.
For all other returns, including voluntary returns, the customer is responsible for return shipping fees.
We recommend using a trackable shipping method, as Alignova Medical is not responsible for lost return shipments.