Return & Refund Policy

Return window

We accept returns within 14 days of the delivery or pickup date. To be eligible, items must be unused, in original condition, and in their original packaging with all parts and manuals included.

How to start a return

Contact us within 14 days of receiving your order — call 604-240-2450 or email info@mustmedical.ca. We will issue a return authorization and arrange pickup or give you drop-off instructions. Please do not send anything back before contacting us; returns received without authorization cannot be processed.

Return shipping

Must Medical Equipment covers the cost of return shipping on all eligible returns. We arrange the pickup or return label at no charge to you.

Restocking fee

None. We do not charge a restocking fee on eligible returns.

Refunds

Once your return is received and inspected we will let you know whether it has been approved. Approved refunds are issued within 7 business days, to your original payment method or as store credit — your choice. Refunds to a card can take a few additional days to appear, depending on your bank.

Exchanges

If you need a different size or model, contact us and we will arrange the exchange directly rather than processing a return and a new order. This is usually faster.

Non-returnable items

For hygiene and safety reasons the following are final sale and cannot be returned:

• Cushions, seat pads and pressure relief products
• Commodes, bedpans and urinals
• Bath seats, shower chairs and transfer benches
• Compression stockings, socks and braces once worn or removed from sealed packaging
• Any item that has been used, assembled or installed

Damaged or defective items

If an item arrives damaged or defective, contact us within 48 hours of delivery with photographs. We will arrange a replacement or a full refund at no cost to you. This is separate from the 14-day return window and is not affected by the non-returnable list above.

Warranty

Equipment carries the manufacturer's warranty. Warranty periods and terms vary by manufacturer and product. If something fails outside the return window, contact us — we handle warranty claims with the manufacturer on your behalf.

Custom and special orders

Items ordered specifically for you — custom wheelchair builds, special sizes or configurations, and products ordered in that we do not stock — are final sale unless they arrive damaged or defective. We will tell you before you order if an item falls into this category.

Rentals

Rental equipment is not covered by this policy. Rental terms, minimum periods and early-return conditions are set out in your rental agreement. Contact us to end or extend a rental.

Contact us

Must Medical Equipment
12987 80 Ave, Surrey, BC V3W 3B1
604-240-2450
info@mustmedical.ca