Refund & Return Policy

Effective Date: January, 2026

At Living Well Home Medical Equipment (“we”, “us”, or “our”), we are committed to providing high-quality products and clear, fair policies. This Returns & Refund Policy outlines the conditions under which products purchased through our WooCommerce store may be returned or refunded.

1. Return Eligibility

We accept returns of eligible items within 30 days of the original purchase date for Online Orders, and within 3 days of the original purchase date for in-store purchases, subject to the following conditions:

• Items must be unused, unassembled, and in original condition, including all packaging, manuals, and accessories.
• Items must be free from damage, wear, or any signs of use.
• Proof of purchase (order number or receipt) is required.

Return Shipping:
All approved returns are shipped at the customer’s expense. We strongly recommend using a trackable shipping method, as we are not responsible for lost or damaged return shipments.

2. Custom & Special Order Items

Custom-built products, special-order, or non-stock items are subject to a 40% restocking fee.

• Restocking fees will be deducted from the refund amount.
• Custom or special-order items may not be eligible for return once production or ordering has commenced.

3. Non-Returnable & Final Sale Items

Due to hygiene, safety, and regulatory considerations, the following items are final sale and not eligible for return or exchange:

• Lift Chairs
• Ostomy Supplies
• Incontinence Products
• Bath Safety Equipment (including, but not limited to, shower chairs, commodes, and raised toilet seats)
• Clothing
• Braces and Supports

These restrictions are in place to protect the health and safety of all customers.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, you must notify us within 48 hours of delivery.

• We may request photos or additional information to assess the issue.
• At our discretion, we will arrange for a replacement, repair, or refund where appropriate.

5. Refunds

Once an approved return is received and inspected:

• Refunds will be issued to the original payment method used at checkout.
• Shipping charges (including original delivery fees) are non-refundable, unless the return is due to our error.
• Please allow 5–10 business days for the refund to be processed after approval. Processing times may vary depending on your payment provider.

6. Order Cancellations

Orders may be cancelled before shipment. Once an order has shipped or a custom/special order has been placed with a supplier, cancellation may not be possible or may be subject to restocking fees.

7. How to Initiate a Return

To request a return, please contact us with your order details:

• Order number
• Product name
• Reason for return

Our team will provide return authorization and shipping instructions. Returns sent without prior approval may be refused.

8. Limitation of Liability

To the fullest extent permitted by applicable law, Living Well Home Medical Equipment shall not be liable for any indirect, incidental, or consequential damages arising from the use or inability to use our products.

9. Privacy & Information Handling

Any personal information collected during the return process is handled in accordance with our Privacy Policy and applicable Canadian privacy laws, including PIPEDA. Information is used solely for the purpose of processing returns, refunds, and customer service.