Refunds and Returns


The nature of the medical devices and equipment we sell are all personal and hygiene-sensitive.  We have a no return policy on all purchases and all sales are final.

Once an order has been completed and paid, we are unable to accept returns, exchanges, or issue refunds.

This strict policy is in place to protect the health, safety, and well-being of all customers and to preserve the integrity of our medical equipment and supplies.

If you receive an item that is damaged, defective, or incorrect, our policy is you must notify us within 2 business days of delivery by email at support@alpinehealthcare.ca so we can contact the manufacturer to start the process on eligible repair or returns.

It is the customers responsibility to confirm details, part numbers, equipment specifics to ensure they are ordering the correct item.  If you are not sure, please email us so we can clarify and answer any questions you have prior to proceeding with your order.

For processing time, we will respond to your enquiry within 3 business days.

Claims submitted after this timeframe may not be eligible for review.

Upon verification and approval with the manufacturer on any damage, failure or repair, we will arrange an appropriate repair and or replacement steps to be initiated if approved. 

To ensure timely resolution, please provide:

  • Your order number

  • A detailed description of the issue

  • Clear photographs of the product and its packaging

We reserve the right to assess all claims prior to issuing a replacement.


Order Cancellations & Restocking Fee Policy

If a customer reverses or cancels a paid credit card transaction after agreeing and completing a purchase, or fails to upload or provide a required prescription resulting in order cancellation, a 15% restocking fee will be charged on the amount for credit card transaction and internal processing fees. This fee covers administrative handling, merchant processing charges, and non-recoverable transaction costs.

Once an order has been confirmed, paid, and shipped, it is final sale and not eligible for refund or return.

All return requests must be submitted in writing and formally approved in advance.

Items returned and sent without prior authorization will be refused and will not be processed or entered into our system or with the manfacturer.

Any product returned without prior written approval remains the full responsibility and property of the customer. The customer assumes all risks and liabilities associated with unauthorized returns, including but not limited to loss, damage, misdelivery, or refusal of shipment. We accept no responsibility for items sent without approved return authorization.

Additional Terms

  • Shipping charges are non-refundable.

  • The customer is responsible for all return shipping, insurance on shipments, and packaging costs on approved returns unless otherwise confirmed in writing or by the manufacturer.

  • The manufacturer may require proof by either photo, video, to confirm error, malfunction to approve a repair or return.

  • Any eligible refund if approved, will be issued to the original method of payment after applicable deductions.

If a product is deemed defective and a manufacturer return or repair is approved, the manufacturer’s specific return procedures must be followed. Any associated shipping, insurance, or handling costs remain the responsibility of the customer unless otherwise specified in writing by the manufacturer at the time of approval.

We reserve the right to deny any return that does not strictly comply with this policy.