When dealing with personal health and rehabilitation - a product may function exactly as designed and work effectively for many patients. However individual results will vary. We strongly suggest working with your Health Care Provider before making any purchases of medical equipment or supplies to give you the best chance of seeing a positive individual outcome. We are unable to provide a warranty or guarantee that a particular product will treat your condition or relieve your symptoms.
Exchange Policy:
Most items are eligible for an exchange if the incorrect size or item was ordered (unless the item is in the category of non-returnable items - see below). All items must be in NEW condition to be exchanged. Exchanges will be subject to a flat rate shipping fee of $40.00 to cover all additional shipping costs. Please email sales@sourceortho.com to obtain an Exchange Authorization. Exchanges must be made within 30 days from the date of delivery. If you have additional questions please contact customer support by phone during normal business hours.
Return Policy:
**Returns are accepted on most items within 30 days of the date of delivery. The initial shipping fees are non-refundable. ALL returned items MUST be returned in NEW unworn condition with all packaging and instructions. ALL returns are subject to a 15% restocking fee.
Please email returns@sourceortho.com to obtain a Return Authorization. Returns must be made within 30 days from date delivery.
Returns must be shipped back by the customer. If you would like a return shipping provided, please request that when requesting the RA#. The flat rate cost of $20.00 for the return shipping label will be deducted from the refund. You may ship the item back yourself provided you obtain a tracking number. SourceOrtho will not be responsible for lost return packages unless a tracking number is provided.
Do not refuse the delivery of your order. Refunds will not be issued for refused shipments.
In order to ensure that the return and refund are processed correctly, each return must have an RA# written on the packing slip inside the box. DO NOT WRITE RA#'S on the product boxes. If an RA# is written in such a manner that the packaging of the item is defaced, a refund will not be issued.
PLEASE EMAIL CUSTOMER SERVICE TO OBTAIN A RETURN AUTHORIZATION (RA#). RETURNS WITHOUT AN RA# WILL NOT BE ACCEPTED or REFUNDED.
**Due to our compliance with Health and Safety regulations we cannot accept returns on certain items. These items are NOT eligible for return or exchange - those include but are not limited to the following:
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Personal Medical Products
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Cold or Heat Therapy Units or Pads
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Cervical Traction units and accessories
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Electrotherapy
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Paraffin Wax Units
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TENS/NMES units
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HyperIce products
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Heating Pads
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Massagers
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Rollers
These items are eligible for Warranty Replacement ONLY. There may be other exclusions. If you have a question about the return eligibility of a particular product please contact customer service.
We reserve the right to limit multiple requests for warranty replacement on products that are deemed damaged by customer misuse, abuse or failure to properly maintain the equipment to manufacturers specifications.
Return Shipping Address:
SourceOrtho
2612 Larch Lane Suite 101
Mount Pleasant, SC 29466
USA
Submitting A Warranty Claim
All products sold by Sourceortho.ca have a minimum 30 day warranty against defects. Many warranties last longer - please see product description for details. Should your product experience any performance or malfunction issues due to factory defects, please email sales@sourceortho.com immediately to submit a warranty claim.
Once your claim has been processed and approved, Source Ortho will ship your replacement item to you within 24 business hours. You can expect your replacement item to arrive within 5-7 business days after it has shipped.