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Refund policy

 

Returns

Below are the steps to process a return:

Step 1.

Send an email to galo@sigorthopaedic.com with the subject line "Return Request" and please include the following information.

A. Your order #
B. Your name, address, phone number
C. The item(s) and quantity you are returning. Please include the item number(s)
D. The reason(s) for your return. To expedite your return, please provide a specific reason for each and every item you are sending back.

You may use the following list to help you:

  • Product was not as expected
  • Exchange for upgrade
  • Duplicate Order
  • Ordered wrong size
  • Ordered wrong product
  • Ordered a different size and returned what does not fit
  • Defective Item*

*S.I.G Orthopaedic & Medical Services reserves the right to refuse to refund or exchange used or damaged products or products, not in original packaging and/or damaged packaging. A restocking fee will be applied to all product.

Step 2.

  • We will respond within 1-2 business days via email (phone call if no email address on file) with your Returns.
  • You’ll be given detailed instructions of where to send your package and reminding you to write your RA# on an address label OUTSIDE OF THE BOX you will be using to ship the item back to us.
  • Please note: no labels or writing must be on the product retail packaging itself, as this may mean you are refused a refund/ exchange as the product is not in a re-saleable condition.
  • It is recommended that you send your return package insured with a service that provides a tracking # as we need to be able to locate your package in the event of a shipping error. I
  • If we are unable to locate your return, we are unable to issue a refund.

Step 3.

  • Once we have received and processed your return we will provide a refund via your original form of payment.
  • You will be notified via email of this credit if we have your email address on file.
  • Please note: We cannot refund shipping charges or return postage.
  • It can take 2-3 weeks from the time we receive your item at our return facility to process your credit.
  • If it’s been over 3 weeks and you still don’t have your credit, galo@sigorthopaedic.com with your tracking information so we can research this for you and your request will be expedited.

If you prefer to call vs. email, please feel free to do so. We find it easier to handle these requests via email as it takes time for us to generate a RA#. Rather than having you wait for a call back from us, we find we can provide a better experience for our customers if they initiate this process via email. Again, feel free to call us at 647-444-2994 if you need to. We are here to help.

Additional Information About Returns

  • If you receive your order and the item(s) are defective/damaged or we sent you the incorrect item(s) our Customer Service team will send you a return shipping label for you to use to send the product back to us for a full refund.
  • If you are returning the item because it is the wrong size or does not want the item anymore, you are responsible for organizing the return and the associated shipment costs.
  • Once we receive your return we will credit your money back for the amount of the item(s).

Exchanges

Exchanging item(s) is a two-step process and handled as two separate orders. Below are the steps to process an exchange:

Step 1.

  • Return the original order/item for a refund.
  • Send an email to galo@sigorthopaedic.com with the following information.

A. Your order #
B. Your name, address, phone number
C. The item(s) and quantity you are returning. Please include an item or product number(s)
D. The reason(s) for your return.

*S.I.G Orthopaedic & Medical Services reserves the right to refuse to refund or exchange used or damaged products or products, not in original packaging and/or damaged packaging
 

  • We will respond within 1-2 business days via email (phone call if no email address on file) with your Return Authorization (RA) #.
  • You’ll be given detailed instructions of where to send your package and reminding you to write your RA# on the address label on the outside of your box.
  • Please note: no labels or writing must be on the product retail packaging itself, as this may mean you are refused a refund/ exchange as the product is not in a re-saleable condition.
  • It is recommended that you send your return package insured with a service that provides a tracking # as we need to be able to locate your package in the event of a shipping error.
  • If we are unable to locate your return, we are unable to issue a refund.
  • Once we have received and processed your return we will provide a refund via your original form of payment.
  • You will be notified via email of this credit if we have your email address on file.
  • Please note: We cannot refund shipping charges or return postage.
  • It can take 2-3 weeks from the time we receive your item at our return facility to process your credit.
  • Please note all orders are subject to a SIG-Shopify Admin Fee Usuage to be determined on a item per item order from minimum 5%-10% refund policy.
  • If item leaves the warehouse returned items will be subject to a 20% restocking fee.

Step 2.

  • Our Customer Service team will process a new order of the 'exchanged' goods to be sent out (you do not need to place a new order on the website).
  • If the new order is for a different product of a different price, a credit card transaction either refunding or charging the difference must be made.
  • Freight is not charged if we are responsible for the reason of the exchange.

Step 3.

  • Upon receipt of the return, Customer Service will generate a credit note to be applied against the original (first) invoice.

Money-Back Guarantee

  • At S.I.G Orthopaedic & Medical Services, we want your purchase to work to be a pleasant customer experience.
  • Our 10 Day Return Policy means that should you not be completely satisfied with your purchase, simply return the unused item in its original packaging within 10 days of the purchase date for a refund of the full purchase price (minus shipping & handling).
  • We reserve the right to refuse to refund or exchange used or damaged products or products, not in original packaging. 

Price Match Guarantee

  • S.I.G Orthopaedic & Medical Services works hard to bring you the lowest prices.
  • If you have found a better price for an item at another authorized dealer in Canada we will match it - Guaranteed!
  • In order for us to match the price please email a link to the competitor's website to us and we'll confirm their price is lower.
  • We'll then contact you with further instructions. This is not an automated process, but we will respond as quickly as possible. 
  • This guarantee does not apply to shipping charges.
  • If the competitor limits quantities we reserve the right to do so as well, and if the offer is footnoted by "while supplies last", we reserve the right to confirm that the competitor still has the item in stock.
  • Our Price Match Guarantee does not apply to competitor's bonus offers, eBay auctions, free offers, auction websites, non-retail (wholesale) websites, private sales, special orders, typographical errors, clearance sales, liquidation sales, mail-in rebate offers, or where a service commitment is included in the transaction.
  • Internet competitor offers must include shipping and handling charges as the basis for comparison.
  • Additionally, we must be able to verify that it is the exact same product in brand-new condition.
  • Price match guarantee does not apply to non-web-based stores.
  • Price matching is subject to providing proof of the manufacturer's part number and availability of the product. (i.e., current dated advertisement, register receipt, copy of webpage or catalogue page) of a lower price, plus your original receipt to claim your refund for previous purchases.
  • The terms of this guarantee are subject to change without notice.