Refund policy
Return and Refund Policy
If you're looking to return or exchange your order for whatever reason, we're here to help! We offer returns within 15 days of purchase or delivery. You can return your regular stock product for store credit, a different product, or a refund to the original payment method. Proof of purchase will be required before processing a valid return. Restocking fees may apply. (please see restocking fee below)
Damages and Replacement
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Return Process
Returns must first be approved by phone or email. To request a return please email info@houlehealthcare.ca outlining the reason for return(s).
Please wait for confirmation before returning your product or it may result in an automatic declined return. We reserve the right to decline any returns based on the following criteria:
- Returned items must have no visible sign of wear or use
- Returned items must be in original product packaging in resealable condition*
- Discounted items are final sale and cannot be returned or exchanged
- No returns or exchanges for products purchased through ADP (Accessible Devices Program)
- No returns or exchanges for products purchased with third party financial assistance
- No returns or exchanges on custom products
- No returns or exchanges on hazardous materials, flammable liquids, gases or batteries.
*Resealable condition is identified by good or new condition under Houle SOPs
To start a return, you can contact us at Info@houlehealthcare.ca. Please note that returns will need to be sent or delivered to:
Houle Healthcare, 205 Franktown Rd, Carleton Place, ON, Canada K7C 2N9
We C.A.R.E Policy
We understand life can be unpredictable. Please contact us directly if you or someone you know has experienced extenuating circumstances involving the purchase of medical equipment from us. We will evaluate and decide on a case-by-case basis.
Return Shipping
Houle Healthcare is not responsible for the cost of shipping on returned items. If you wish to ship a return to us you must pay for your select shipping method, and you will not be reimbursed.
Restocking Fee
There will be a 25% restocking fee on special order items or regular inventory products over $1000 MSRP.
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.
Warranty Returns
Houle Healthcare is not responsible for manufacture warranties. Each manufacturer decides the level of coverage for warranties directly affecting their products. To seek a replacement or repair due to defective product please call or email Houle Healthcare so that we may assist you to the best of our abilities. To request warranty assistance please email info@houlehealthcare.ca or call (613)257-2264.
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 Info@houlehealthcare.ca.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.