LoginThis Return / Exchange Policy (the “Policy”) is part of, and is incorporated into, our Terms of Use. It governs returns, exchanges, and refunds for Products purchased through our online store.
1. Final sale / no returns for unwanted items
Because our Products are medical-grade items, which may be sensitive to storage, handling, and contamination, we do not accept returns or offer refunds for products that are simply unwanted, unused, or whose purchaser has changed their mind.
We are legally permitted under Canadian law to refuse returns in such cases — there is no automatic right of return or refund in Canada unless the item is defective.
2. Defective products — exchange only
- We will accept returns and provide exchanges only for Products that are defective. The following conditions apply:
- You must notify us promptly (within 7 days of receipt) of the defect, by contacting us at hello@seamlesshealth.ca or 416-639-8791, providing your order number, description of defect, and supporting evidence (e.g. photographs).
- We will issue a Return Merchandise Authorization (RMA) number; no returns will be accepted without prior authorization.
- The defective item must be returned in its original packaging (if feasible) and in the same condition (unopened or unopened seal, except for defect) as it was delivered.
- You (the customer) must bear the cost of return shipping, unless otherwise agreed by us in writing.
- Once we inspect and confirm that the Product is defective, we will ship you a replacement Product (same product, where possible) at no additional charge for the item itself (though you may be responsible for shipping costs as per prior agreement).
- If the defective Product is no longer available, we will either provide a comparable substitute or issue a store credit of equal value.
- Exchanges are subject to availability.
3. Limitations & exclusions
- We will not accept returns or exchanges in any of these cases:
- Products that are damaged due to misuse, improper storage, neglect, alteration, or handling by the customer
- Products whose seals or safety packaging have been broken (unless defect is obvious and packaging breach is part of manufacturing issue)
- Products returned after the allowed notification window
- Products returned without authorization (without an RMA) Products used, partially consumed, or altered
4. Procedure for making a claim
1. Contact us within the notification period at hello@seamlesshealth.ca or 416-639-8791, providing order number, product name, description of the defect, photographs or videos.
2. If approved, we will issue an RMA number and instructions for return shipping.
3. Ship the product back following those instructions (e.g. include RMA number, use tracked courier).
4. Once we receive and inspect the return, we will either approve the exchange or reject the claim.
5. If approved, we will ship the replacement product or substitute (or provide store credit) as described above.
5. Shipping costs & risk
- You are responsible for risk of loss or damage to the returned product until it reaches us (unless law requires otherwise).
- We may charge a restocking or inspection fee if the product condition is inconsistent with a defect return.
- The cost of shipping the replacement item to you will generally be borne by us, unless otherwise specified in writing.
6. How long processing takes
We will process authorized returns/exchanges within 14 days of receipt of the returned product and our inspection. Replacement items will be shipped as soon as product is available from the manufacturer.
7. Legal rights & disclaimers
This Policy does not affect your statutory rights under applicable consumer protection laws (if any) that cannot be contracted out (if any such rights apply to your purchase). In Ontario, there is no automatic right to a refund or return for undesired goods, but retailers must honour any defect and warranty claims.
All exchanges are subject to availability.
8. Changes to this policy
We may modify this Policy at any time; any changes will be posted on our site with a revised Effective Date. Exchanges or returns for orders placed before the change will be governed by the version of the policy in effect at time of the order.
9. Contact information
If you wish to make a defect claim or inquire, contact us at:
Seamless Health and Medical Aesthetics
60 Innovator Ave, Unit 18, Stouffville ON L4A 0Y2,
Tel: 416-639-8791,
Email: hello@seamlesshealth.ca