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Return & Exchange Policy
We gladly accept returns for unopened products within 30 days of delivery. To qualify for a return, the item must be in its original, unused condition and packaging. Please note that the customer is responsible for return shipping costs, unless the return is due to our error (e.g., incorrect item shipped)
Please note that all custom-made products, and special orders are non-returnable and non-refundable. These items are created specifically to meet your unique specifications and as such, cannot be returned or exchanged.
Non-Returnable Due to Hygienic Reasons
For the safety and well-being of our customers, we are unable to accept returns or exchanges on certain items, including but not limited to Medical and surgical items that come in contact with skin, personal care products, undergarments, and other hygiene-sensitive goods. This policy is in place to prevent the risk of cross-contamination or the possibility of spreading infection
These products can include:
Bandages and Dressings – Once opened or used, they can't be returned.
Needles, Syringes, and IV Equipment – Any item used for injections, blood draws, or infusions.
Medical Gloves – Once the package is opened, they can’t be returned for safety reasons.
Catheters – Items like urinary catheters or other types that are inserted into the body.
Wound Care Products – Such as hydrocolloid dressings, adhesive strips, or other specialized dressings.
Surgical Masks and Respirators – If opened or used.
Electrodes and EKG/ECG Pads – Medical devices that touch the skin, like electrodes for heart monitoring.
Blood Pressure Cuffs – Once used or opened, it’s often hard to return these items.
CPAP or BiPAP Masks and Supplies – These touch the skin, especially around the face, and are usually non-returnable.
Orthopedic Braces and Supports – If they are used or the package has been opened.
Bedding Accessories If opened or used.
Ostomy Products
Compression Stockings/Garments
Mastectomy Bras/Undergarments
Bathroom Equipments
Pressure Prevention Products
We appreciate your understanding and encourage you to carefully review your purchase before completing your order.
Return Policy for Oversized and Heavy Mobility Equipment
We want you to be completely satisfied with your purchase. If for any reason you need to return your mobility equipment, such as scooters, lift chairs, or hospital beds, please review our return policy below:
Eligibility for Return
Items must be new and unused with no physical damage.
All original packaging, including manuals, accessories, and parts, must be included.
Return Request
You must request a return within 5 days of receiving the item.
To initiate a return, please contact our customer service team for assistance.
Restocking Fee
A 25% restocking fee will be applied to all returns of oversized and heavy mobility equipment.
Return Shipping
The customer is responsible for return shipping charges. Shipping fees are non-refundable.
Due to the size and weight of these items, return shipping may be costly, and we recommend working with a trusted carrier.
Condition of Item
The item must be returned in its original, resalable condition. Any damage or signs of use may result in a partial refund or denial of the return.
Refund Process
Once the return is received and inspected, we will process your refund minus the restocking fee and any applicable deductions for damages or missing parts.
Refunds will be issued to the original payment method.
Exclusions
Custom-built, special order, or non-returnable items are not eligible for return.
Return Policy for skin Care Products/ Eminence Organic Line
We offer a hassle-free return policy for orders placed by Customers on okotokshcpharmacy.ca.
If you are not satisfied with a product you have received in your order, please follow the steps below.
We accept returns for product(s) purchased on okotokshcpharmacy.ca and issue refunds within 30 days of receiving your returned product.
The refund will be issued to the card that was used to purchase the product(s).
Return requests must be submitted within 30 days of the order shipping date to be eligible for a refund.
To request a return:
Email info@okotokshcpharmacy.ca and include your Order Number with the name of the product(s) you wish to return. You can find your Order Number in your Order Confirmation email.
Your return request will be processed by Online Order Services Team who will provide further instructions, including how to ship the product(s) to Okotoks HC Pharmacy.
Please note: you will be responsible for the shipping costs associated with sending your returned product(s) to Okotoks HC Pharmacy, unless We shipped you a product that was different from the product you ordered on okotokshcpharmacy.ca.
We strongly recommend that you obtain tracking information for your package.
Okotoks HC Pharmacy reserves the right to request the reasonable opportunity to inspect the product(s) in question once returned.
Okotoks HC Pharmacy reserves the right to refuse or deny a return request or refund at any time, at our discretion.