Refund policy

Return & Refund Policy

Last updated: June 7, 2026

This Return & Refund Policy explains how returns, exchanges, and refunds are handled for purchases and rentals from Max Medical Equipment. By placing an order with us, you agree to the terms below. Our goal is to make returns clear, fair, and easy.

Business information

Max Medical Equipment
40 Westmore Dr #109, Etobicoke, ON M9V 4C2, Canada
Business Number (BIN): 1001629908
Phone / Text: (833) 441-9135
Email: support@maxmedicalequipment.ca
Customer support: Monday–Saturday, 9:00 a.m.–6:00 p.m. ET

Open-box check at delivery

Every delivery includes a free open-box inspection. Before accepting your order, you may open the packaging and check the product with our delivery team present. If anything is wrong — the item is damaged, defective, different from what you ordered, or you simply no longer want it — you may refuse the item on the spot and return it with the delivery team at no charge, for a full refund.

Once you accept the delivery, the terms below apply.

Returns after delivery — purchased items

You may request a return of a purchased item within 30 days of the delivery date. Requests made after 30 days may not be accepted, except where required by applicable law or for defective items (see “Damaged, defective, or incorrect items” below).

Because accepted items have been in use, approved refunds are subject to a usage deduction of 10%–25% of the original purchase price, determined case-by-case based on the number of days the product was used and its condition on return. The exact deduction will be confirmed in writing when your return is approved, before we collect the item.

To be eligible, items must be:

  • In clean, working condition with no damage beyond normal use;
  • Returned with all accessories, parts, and manuals (original packaging where possible);
  • Accompanied by valid proof of purchase (order number, invoice, or receipt).

Returns after delivery — rentals

Once you accept delivery of a rental item, rental fees are non-refundable. You may end your rental early, but fees already paid for the rental term are not refunded. Rental equipment must be returned in clean, working condition at the end of the agreed rental term. Damage beyond normal wear, or late returns, may incur additional charges as set out in your rental agreement.

Non-returnable items

For hygiene, health, and safety reasons, the following items cannot be returned once opened or used, unless they are defective or were shipped in error:

  • Mattresses and mattress overlays;
  • Cushions and seating products;
  • Personal-care, hygiene, and consumable products.

How to start a return

  1. Email support@maxmedicalequipment.ca or call/text (833) 441-9135 with your order number and the reason for the return.
  2. Our team will review your request and reply with return authorization, the confirmed usage deduction, and a pickup date.
  3. We will pick up the item from your location. A pickup fee will be deducted from your refund and confirmed with your return authorization.

Please do not ship any item back yourself before receiving return authorization. Unauthorized returns may not be accepted or refunded.

Refunds

Once we collect and inspect your returned item, we will notify you whether your refund has been approved. Approved refunds are issued to your original payment method within 5–10 business days of approval, less the confirmed usage deduction and pickup fee. Depending on your bank or card issuer, additional time may be required for the refund to appear on your statement. Original delivery charges are non-refundable unless the return is due to our error.

Exchanges

If you would like a different model, size, or variant, contact us first at support@maxmedicalequipment.ca so we can confirm availability and arrange the exchange. Exchanges are subject to the same eligibility conditions as returns.

Damaged, defective, or incorrect items

If you discover damage or a defect after accepting delivery, or you received the wrong item, contact us within 48 hours of delivery with your order number and photos of the issue. We will arrange a repair, replacement, or full refund at no cost to you, including free pickup — no usage deduction or fees apply.

Order cancellations

To cancel an order, contact us as soon as possible. If your order has not yet been delivered, we will cancel it and issue a full refund. If the order is already out for delivery, you may refuse it at the door under our open-box check for a full refund.

Your consumer rights

This policy is provided in addition to your rights under applicable Canadian and Ontario consumer-protection laws, which are not limited or affected by anything stated here.

Contact us

Max Medical Equipment
40 Westmore Dr #109, Etobicoke, ON M9V 4C2, Canada
Phone / Text: (833) 441-9135
Email: support@maxmedicalequipment.ca