Refund & Returns Policy

Return Policy

Standard Return Policy

At Remington Medical, we accept returns for products that are unopened, in their original packaging, and undamaged. To qualify, return requests must be initiated within 30 days of receipt. After an evaluation of the return request, a 20% restocking fee may be issued and deducted from the total refunded amount. Customers are responsible for obtaining a Return Authorization (RA) and covering the return shipping costs unless the return is due to an error on the part of Remington Medical, in which case we will provide the RA and cover the shipping expenses and re ship the correct product. Refunds are processed upon receipt and inspection of the product and will be issued to the original payment method.

To start the return process, please reach out to our Customer Care team using our online contact form. Include your order number and a brief explanation of why you'd like to return your item(s). Once we receive your request, our team will evaluate the request and then provide you with a Return Authorization (RA) number, which is required for all returns.

Items ineligible for a return include:

• Opened and used prodcuts
• Special or custom order items (Products / SKUS not stocked in-house will be marked with a symbol on our website) 
• Capital Equipment 
• Products returned more than 30 days after the delivery date.
• No exceptions: Pelvic Health products; lubricants, gels, personal hygiene products, Manorapid Hand Sanitizer, support garments worn next to the skin

How to Return

To start the return process, please reach out to our Customer Care team using our online contact form. Include your order number and a brief explanation of why you'd like to return your item(s). Once we receive your request, our team will evaluate the request and then provide you with a Return Authorization (RA) number, which is required for all returns. If a RA number is not issued we will not accept the return.  

The returned item and its original packaging must arrive at Remington Medical in its original condition. Please take extra care when packing to prevent damage, as Remington Medical cannot be held responsible for items that are damaged during return shipping. 

• Place the product in the box or packaging it was originally shipped in, or a similarly sturdy box to protect it during transit.
• Please do not ship the product in its original retail packaging alone, as it may be damaged, rendering it ineligible for a refund or restocking.
• if item is fragile use appropriate packing materials (e.g., bubble wrap, packing paper) to prevent the item from moving inside the box.
• If provided, attach the return shipping label sent by Remington Medical. If no label is provided for your return, use the address provided with your Return Authorization (RA).
• Must ship with a tracking number to ensure the package arrives safely. We accept returns via any courier of your choice. 
• If you are local you may drop off the item with the RA form to our location in Markham, Ontario. 

Refunds

Upon receiving and inspection of your returned item(s), we will initiate a refund within 24 hours. For cancelled pickup items that have already been billed, refunds are initiated immediately upon receipt of your cancellation request. The refund process will follow the method of your original payment.

For example: If you paid with a credit card online, the refund will be issued to the card-issuing bank within five business days of receiving the returned item. For information on when the credit will appear in your account, please contact your card-issuing bank.

Defective or Damaged Prodcuts

Every item is carefully inspected before leaving our wearhouse, however in the rare case you receive a defective or damaged product, contact our Customer Care team through our return form immediately upon receipt to report the issue and obtain further assistance. Please provide the following information in the contact form to help expedite your product replacement:

• Order Number: The unique number associated with your purchase.
• Description of the Issue: Details about the defect or damage.
• Photos of the Product and Packaging: Clear images showing the damage or defect, including the product and the packaging it arrived in.
• Date of Receipt: The date you received the item.
• Preferred Resolution: Indicate whether you would like a replacement or refund.

Important Note: Remington Medical is not responsible for products damaged during transit. In such cases, customers must file a claim directly with the courier service used for the shipment.To expedite your claim with the courier, we recommend documenting the damage with clear photos of the package and the product upon delivery.For defective items unrelated to transit damage, we will provide instructions for return or replacement as applicable. Please retain all original packaging and documentation to assist in resolving the issue.