Refund policy

Last updated: October 21, 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, and some brands will not accept them back from us for the same reason. 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.

Please check your size before you open the package. Once the seal is broken, an item can no longer be returned or exchanged — for hygiene reasons, and because some brands will not take an opened or tried-on item back from us either. Verify your measurements one final time against the size chart on the product page. If you are unsure whether you selected the correct size, contact our customer care team before you break the seal — 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, and we accept size exchanges on most of what we sell. You may request one within the 7-day return period, provided the original product is still in its sealed manufacturer packaging and meets the conditions above. An item that has been opened or tried on cannot be exchanged. Who pays the return shipping on an exchange is decided case by case, taking into account the reason for the exchange — we will confirm the arrangement with you when we issue your Return Merchandise Authorization, before you send anything back. Please contact us for details and to initiate an exchange.

For health, safety and product integrity reasons — and because some brands will not accept them back once opened — braces, supports and compression garments are non-returnable once their packaging has been opened, or once they have been worn.

Items marked final sale are non-returnable and non-exchangeable in any condition. Wound-care and casting products — dressings, fixation tapes and bandages, casting tape, padding, stockinette and splinting materials — are always final sale, because they are sterile or single-use and cannot be returned to stock once they have left us. Special-order items are final sale for the reason given below. Where an item is final sale, its product page says so and asks you to confirm that you understand it before you can add it to your cart.

Special-order items cannot be returned or exchanged, because the manufacturer will not take them back from us. A special order is an item outside the regular stocked range, and its product page says so, with its lead time, before you add it to your cart. The confirmation tick-box is what tells you an item is final sale: where a product page asks you to confirm that you understand an item cannot be returned, it cannot be returned. Some product pages simply give a longer ship time without asking you to confirm anything — those items are a matter of waiting longer, and they are returnable and exchangeable in the normal way.

Custom and made-to-measure items cannot be returned or exchanged at all, whether or not they have been opened. A custom item says so in its product title and on its product page. They are manufactured to your individual measurements, cannot be resold to anyone else, and the manufacturer will not take them back. Once production has begun they also cannot be cancelled. We confirm your measurements with you before a custom order is placed — please check them carefully at that point, as it is the last opportunity to change them.

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. Once you have your RMA number, you can either mail the item back or bring it to our clinic at 7225 Woodbine Ave, Suite 104, Markham ON during opening hours, whichever suits you. An item brought in without an RMA number cannot be processed at the counter, so please contact us first either way.

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. We will notify you at the email address on your order when an item is waiting to be collected or sent back, and unclaimed items will be disposed of 30 days after that notice.

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 voluntary returns and size exchanges, the customer is normally responsible for return shipping. We review each request on its own facts and will tell you what applies to yours when we issue your Return Merchandise Authorization, before you ship anything back.
Bringing an authorized return or exchange to our Markham clinic in person costs you nothing.
We recommend using a trackable shipping method, as Alignova Medical is not responsible for lost return shipments.