Refund policy
● RETURN, EXCHANGE & REFUND POLICY
At Bone & Joint Medical Care, patient safety, product hygiene, correct fitting, and product integrity are among our highest priorities. Because many of our products are orthopedic, medical, personal-use, or hygiene-sensitive items, the following policy applies to all purchases unless otherwise stated.
● FINAL SALE POLICY
Unless specifically provided for below, all sales are final.
Bone & Joint Medical Care does not accept returns or provide refunds for change of mind, personal preference, incorrect product selection by the customer, or products that have been opened, worn, used, altered, damaged after delivery, or returned in a condition that prevents them from being safely supplied to another customer.
Customers are strongly encouraged to contact our team before purchasing if assistance is required with product selection, sizing, fitting, specifications, or compatibility.
● SAME-DAY SIZE EXCHANGE
We understand that correct sizing is particularly important for orthopedic braces, supports, and medical products.
If the size received is not suitable, the customer must contact Bone & Joint Medical Care on the same day of delivery to request a size exchange.
A one-time size exchange may be approved, subject to product availability, provided that the item is unused, unworn, clean, undamaged, complete, and in its original packaging, with all labels, seals, accessories, instructions, and components intact.
A brief fitting solely to verify size may be acceptable where appropriate. However, products showing signs of use, prolonged wear, stains, odors, washing, alteration, damage, missing packaging, or missing components will not be eligible for exchange.
When the correct product and size ordered by the customer were supplied, additional delivery or exchange transportation charges may apply.
● MEDICAL, HYGIENE & PERSONAL-USE PRODUCTS
For health, hygiene, and patient-safety reasons, certain medical and personal-contact products cannot be returned or exchanged once opened, worn, used, or fitted beyond what is reasonably necessary to verify size.
This may include orthopedic braces and supports, compression products, intimate or personal-support products, custom orthotics, medical cushions, products that come into direct contact with the body, and other hygiene-sensitive medical products.
● CUSTOM-MADE & SPECIAL-ORDER PRODUCTS
Custom-made, personalized, individually fitted, modified, or specially ordered products are final sale and non-returnable, non-exchangeable, and non-refundable, except where the product supplied is defective or does not correspond to the confirmed order.
● INCORRECT, DAMAGED OR DEFECTIVE PRODUCTS
If Bone & Joint Medical Care supplies an incorrect product or incorrect size, or if an item is received damaged or defective, the customer should contact us as soon as possible after delivery with the order details and, where applicable, clear photos or videos showing the issue.
Once the matter has been verified, Bone & Joint Medical Care will determine the appropriate solution, which may include replacement, correction, exchange, repair, or another appropriate remedy, depending on the product and circumstances.
● REFUNDS
Refunds are not normally offered for completed sales.
Where a refund is exceptionally approved or required under applicable law, it will be processed after the product has been received, inspected, and approved by Bone & Joint Medical Care.
Delivery, fitting, handling, installation, and special-order charges may be non-refundable unless the issue resulted from an error attributable to Bone & Joint Medical Care or where otherwise required by applicable law.
● ORDER VERIFICATION
For certain medical products, Bone & Joint Medical Care may contact the customer before dispatch to confirm the selected product, size, specifications, delivery details, or other information necessary to help ensure that the correct item is supplied.
Customers are responsible for providing accurate measurements, contact information, delivery details, and any other information requested for order preparation.
● OUR COMMITMENT
This policy is designed to maintain the medical integrity, hygiene, safety, and traceability of the products we supply while providing professional assistance to our customers before and after purchase.
Nothing in this policy limits any mandatory consumer rights or remedies that may apply under applicable law.
Bone & Joint Medical Care
Professional Orthopedic, Medical Equipment & Mobility Solutions
Every Injury Deserves the Right Solution.