Last updated: April 19, 2026
Your satisfaction matters to us. We carry regulated medical products that must meet strict hygiene and safety standards. Please review our policy carefully before making a purchase.
📦 1. General Return Guidelines (What CAN Be Returned)
We accept returns of new, unopened, unused items in their original, sealed packaging within 30 days of delivery or purchase.
Return Authorization Required
All returns must be pre-approved by our team. Unauthorized returns may be refused.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error.
Refund Method
Refunds are issued to the original payment method after the returned item has been received and inspected.
❌ 2. Non-Returnable Items (For Hygiene, Safety & Regulation)
These items are final sale and cannot be returned or exchanged. They cannot be sanitized or safely resold once opened, handled, or worn.
A. Respiratory & CPAP Accessories
- CPAP/BiPAP masks
- Nasal pillows
- Tubing/hoses
- Humidifier chambers
- Filters (disposable & reusable)
- Oxygen cannulas
- Nebulizer masks, mouthpieces, and tubing
B. Medical & Surgical Supplies
- Syringes, needles, catheters
- Dressings and wound care products
- IV and feeding supplies
- Medical gloves and disposable exam supplies
C. Personal Hygiene & Incontinence Items
- Incontinence briefs, pads, and underwear
- Toileting aids
- Personal-care products that contact the body
D. Fitted or Skin-Contact Medical Items
- Compression stockings
- Braces and orthopedic supports
- Mastectomy bras
- Ostomy supplies
- Any item tried on or worn, even briefly
E. Bedding, Cushions & Fabric-Based Medical Items
- Mattresses and overlays
- Seat cushions (gel, ROHO, foam, air)
- Pillows, wedges, and supports
F. Electrotherapy & Massage Devices
These items are non-returnable once purchased due to hygiene, electrical safety, and direct skin contact:
- TENS units
- EMS/muscle stimulators
- Electrodes and replacement pads
- Percussive or handheld massagers
- Foot massagers and circulation boosters
- Heating pads and hot/cold therapy devices
G. Clearance, Promotional & Final Sale Items
All clearance, promotional, or final-sale items are non-returnable.
⚠️ 3. Insurance Reimbursement Policy (Final Sale)
Once an item has been submitted by the Buyer for any third-party reimbursement—whether to a private insurance plan, government program, employer benefits plan, or any other payer—the sale becomes final.
Any product that has been claimed, submitted, processed, or paid through a reimbursement request is not eligible for return, refund, or exchange.
This applies regardless of the item’s condition, including products that remain new, unopened, or unused.
This policy prevents duplicate reimbursement and ensures compliance with insurance regulations.
🫁 4. CPAP Machines & Oxygen Concentrators (Portable & Stationary)
(These may be returned only under strict conditions.)
Eligibility
Return requests must be submitted within 15 days of delivery. The device must be:
- New, unopened, and unused
- In factory-sealed packaging
- Serial number verified against our records
- Never powered on, tested, or connected to tubing
🏥 5. Heavy, Oversized & Mobility Equipment
(These may be returned only under strict conditions.)
Includes lift chairs, scooters, walkers, rollators, wheelchairs, hospital beds, commodes, and bath benches.
Eligibility
- Item must be new and unopened
- Return request must be submitted within 5 days of delivery
- Items that have been assembled or adjusted (for example, handle height set) cannot be returned
Shipping
- Customer is responsible for return freight
- Original delivery or setup fees are non-refundable
💵 6. Restocking Fees (For Eligible Items Only)
Restocking fees apply only to items that are eligible for return and remain new, unopened, and unused.
Opened, used, or assembled items cannot be returned and do not qualify for any refund.
A. CPAP & Respiratory Machines – 15%
Includes CPAP, Auto-CPAP, BiPAP machines, and home or portable oxygen concentrators.
B. Heavy, Oversized & Mobility Equipment – 20%
Includes lift chairs, scooters, walkers, rollators, wheelchairs, hospital beds, and other large equipment.
C. Electrotherapy, Circulation & Massage Devices – 15%
Includes TENS units, EMS units, circulation boosters, massagers, and similar therapy devices.
🛠️ 7. Defective Items & Manufacturer Warranty
Initial Defect Assessment (Retail Responsibility)
If an item is received defective, damaged, or non-functional upon first use, customers must contact us within 72 hours of delivery or purchase. We will assess the issue and, where a manufacturing defect is confirmed, arrange an appropriate resolution in accordance with this return policy.
This initial assessment period is intended to identify items that are defective out of the box.
Manufacturer Warranty (After Initial Use)
For electrical, electrotherapy, wellness, or medical devices (including but not limited to TENS units, EMS devices, massagers, circulation devices, CPAP machines, and similar equipment), issues that arise after the initial defect assessment period are handled through the manufacturer’s warranty.
These products are designed to be supported directly by the manufacturer for performance-related issues that occur during normal use.
Inspection & Testing
All returned items are inspected and tested upon receipt.
If inspection confirms that the product is functioning as intended, the return will not be accepted and the item will be returned to the customer.
Return Eligibility Limitation
Due to hygiene, electrical safety, and regulatory requirements, used or opened electrical and therapy devices are not eligible for return or refund once the initial defect assessment period has passed.
Manufacturer warranties do not constitute retailer return eligibility.
Warranty Support Assistance
We are happy to assist customers by providing manufacturer warranty contact information or guidance where needed; however, warranty claims, repairs, replacements, or performance issues beyond the initial assessment period are the responsibility of the manufacturer.
Important Note
This policy helps ensure patient safety, product integrity, and compliance with healthcare and regulatory standards.
📐 8. Incorrect Size Ordered
Due to hygiene regulations, items that have been tried on—even once—cannot be returned or exchanged.
This applies to:
- Compression garments
- Braces and supports
- Mastectomy bras
- Splints and similar fitted items
Please confirm sizing carefully before purchasing. We are happy to assist with sizing questions.
🧩 9. Custom & Special Orders
Custom-made or special-order items are final sale and cannot be returned or exchanged.
📄 10. Proof of Purchase
A valid proof of purchase (receipt or online order confirmation) is required for all return requests.
📦 11. Opened Packaging Policy
Once a product’s seal is broken, the item is considered used and cannot be returned. This is standard for medical and personal-care products.
💸 12. Refund Processing
Refunds may be reduced or denied if:
- Packaging has been opened
- The item shows signs of use or wear
- The item is damaged
- Parts, accessories, or manuals are missing
- A reimbursement claim has been submitted or attempted with any third-party payer (e.g., insurance, government program, or employer benefits plan)
Approved refunds are issued to the original payment method.
✉️ 13. How to Initiate a Return
Email: info@okotokshcpharmacy.ca
Please include:
- Your order number or receipt number
- The item(s) you wish to return
- The reason for the return
- Photos, if applicable (for damage or defect)
We will respond with eligibility confirmation and return instructions. Tracked return shipping is recommended.
🙏 Thank You for Choosing Okotoks HC Pharmacy
If you are unsure whether a product is eligible for return, please contact us before purchasing. We are always happy to help.