Return & Exchange Policy

Your satisfaction is our commitment.

Our Promise

At Must Medical Equipment, we stand behind every product we carry. We understand that choosing the right medical equipment is an important decision — and we're here to support you every step of the way, including after your purchase.

Return Eligibility

We accept returns within 30 days of delivery, provided the following conditions are met:

• Item is in original, unused condition
• All original packaging, accessories, and documentation are included
• A valid proof of purchase is presented
• Item has not been assembled, modified, or sanitized for personal use

Non-Returnable Items

The following items are final sale and cannot be returned or exchanged:

• Custom-ordered or special-order equipment
• Opened hygiene and sanitation products
• Rental equipment (subject to separate rental agreement)
• Items marked "Final Sale" at time of purchase

How to Initiate a Return

1. Contact us at info@mustmedical.ca to request a Return Authorization (RA) number
2. Package your item securely in its original packaging
3. Include your RA number clearly on the outside of the package
4. Ship or drop off the item to our Vancouver showroom

Returns without an RA number will not be accepted.

Refunds

Once your return is received and inspected, we will notify you of approval within 3–5 business days. Approved refunds are processed as follows:

• Original payment method — within 5–10 business days
• Store credit — issued within 2 business days

Shipping charges are non-refundable unless the return is due to our error or a defective product.

Exchanges

We're happy to exchange items for a different size, model, or product of equal or greater value. Please contact our team to arrange an exchange before shipping any items back.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery with:

• Your order number
• Photos of the damage or defect
• A brief description of the issue

We will arrange a replacement or full refund at no cost to you.

Rental Returns

Rental equipment is governed by your individual Rental Agreement. Please refer to your agreement for specific return timelines, conditions, and fees.