Refund policy

Eligible unopened products may be reviewed for return within 28 days of delivery. To be eligible, an item must be unused, unopened, in its original packaging, and accompanied by a receipt or other proof of purchase.

To request a return, contact us at cs@essentialmedical.ca before sending anything back. If the return is accepted, we will provide return instructions and the appropriate return destination. Items sent without prior authorization may not be accepted.

Damaged, defective, or incorrect items
Please inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact us promptly with your order details and photos so we can review the issue and help resolve it.

Exceptions and non-returnable items
For health and safety reasons, opened or used medical, personal-care, hygiene, or sterile products cannot be returned. Custom or special-order products, gift cards, hazardous materials, and items marked final sale are also non-returnable. Contact us before ordering if you are unsure whether an item is eligible.

Exchanges
Once a return is accepted, the fastest way to receive another item is generally to place a separate order.

Refunds
We will notify you after an authorized return has been received and inspected. If approved, the refund will be issued to the original payment method. Your bank or card provider may require additional time to process and post the refund.

For return questions, email cs@essentialmedical.ca or call 709-722-6532.