Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at orleansrxinfo@gmail.com with the following information in the subject line, RETURN REQUEST- Order #_____________. Please indicate which item(s) you would like to return and the reason for your return in your email.

Returns will need to be sent to the following address: 2746 St Joseph Blvd, Unit 100, Orleans, ON, K1C 1G5

Please note that the following criteria’s must be met:

  1. Must have invoice of purchase with order number
  2. Item(s) must be unopened, undamaged, in its original packaging and in a saleable state.


Items sent back to us without first requesting a return will not be accepted. 

Once the return is approved, we will send you a Return Merchandise Authorization number (RMA) via email. This number must be affixed to the shipping label as well as inside the shipping box indicated on a copy of your order receipt. If we received item(s) without a prior RMA number, we will not be able to issue any refund and the said item(s) will be returned to the sender at their own expenses.

General return considerations:

Please note that we are NOT responsible for the return shipping cost back to us as well as the return label. Refunds will be provided once we received the item(s) and have established the item(s) meet the criteria listed above, we will initiate a refund to the original form of payment. Once processed, you will receive the refund within 5 to 7 business days (depending on your payment institution, this may be longer). Shipping costs are nonrefundable.

If the item(s) returned to us do not meet these criteria, the item(s) will be returned to the sender at their own expense.

Opened or used products, or any item(s) marked as non-refundable / Final Sale are NOT eligible for any Returns / Refund. 

Damages and issues

If you received damaged item (s) or wrongly shipped item(s) by us, you can request a Return Merchandise Authorization number from us within 5 days of the registered delivery date by our shipping partner to the noted delivery address on your invoice.

Return request beyond this 5 day period for damaged or wrongly shipped item(s) will not be eligible for a return / refund. Return shipments for these return request and replacement item(s) will be at NO COST to the purchaser unless there are reasonable circumstances why this cannot be done.

If the item(s) received was damaged at the time of the opening of your packaged, please take a photo of the said item(s) and shipment box and send it to us along with your request for a replacement to orleansrxinfo@gmail.com with following in the subject line:

        DAMAGED- Order #____________

Manufacturer considerations:

If you have a performance and/or a warranty issue, or a general complaint in regard to the item(s) in question, please contact the manufacturer directly at the number listed on the packaging of the item(s) as they do want to hear from you to collect all information in regard to the issue.


Exceptions / non-returnable items

Item(s) in the following categories are NOT eligible for returns:

  • Syringes, Needles
  • Diagnostic supplies (test strips, lancets, etc) 
  • Sterile preparations (e.g. sterile normal saline for injection, sterile water for injection etc)
  • Hazardous materials, flammable liquids, or gases
  • Custom products (such as special orders or personalized items)
  • Personal care goods
  • Compression Stockings
  • Feminine Hygiene
  • Family Planning
  • Support & Braces
  • Clearance Items

Delivery Refusal

If you choose to refuse your parcel upon delivery (ie. delivery driver attempts to deliver and you do not accept the parcel), we will charge a $15.00 re-stocking fee.

Clearance Items

We do not offer refunds on clearance items. All orders of clearance items are final sale.

Wrongly Shipped Orders

If the item(s) received was the incorrect item(s) (wrongly shipped by us), please send us an email at orleansrxinfo@gmail.com with the subject line:

        WRONGLY SHIPPED- Order #_____________

Please indicate to us the bar code of the product you received in your email. We will then send you a paid return label to send us the wrongly shipped item(s) back to us.

Next steps:

  1. Given that the wrong item(s) were shipped, we can provide a refund or send out a new package.
  2. We will respond to your correspondence to go over the return expectations and refund/re-ship your order.
  3. Please keep in mind that due to inventory fluctuations, the item may not be in stock, therefore a refund may be the only solution.

NOTE: We must receive the original item(s) before we can ship the new one.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at orleansrxinfo@gmail.com