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Return & Exchange Policy

Return & Exchange Policy

Our Return & Exchange Policies


Our team at The Physio Store want your purchase to work for you.  We have a low-risk, 30-Day Money Back Guarantee (with only a few exceptions) allowing you to try the merchandise and see if it's right for you!  If after trying the merchandise, it does not work for you, you can exchange or return the merchandise for a full refund (minus the shipping costs)!  

In order to qualify for the full return, the merchandise being returned must be must be received in new condition, original packaging to receive a full refund. All returned merchandise must be in like-new, resalable and the same as the received condition. All freight charges must be prepaid and insured by you, the buyer on all returned merchandise.  Unsaleable or damaged items will be subject to a restocking fee of 25% or returned to the purchaser. Returns without authorization will not be accepted. Returned merchandise must be returned to us within 30 days of the purchase and accompanied by a copy of the original invoice.

In order to qualify for an exchange, you need to reach out to us within the first 5 days after receiving your merchandise.  All returned merchandise must be in like-new, resalable and the same as the received condition.

We want all of our customers to be happy, that's why over 80% of our products are covered by our money back guarantee.  To maintain hygienic standards in accordance with Ontario Health and Health Canada infection and disease prevention initiatives ALL medical, surgical, and rehabilitation equipment are non-returnable, unless they have a manufacturer guarantee.  Other items we do not return include (but are not limited to):

  • Cold therapy products and accessories
  • Theratherm digital moist heat pads
  • Amoena Products
  • Custom products made specifically for your needs (example:  Custom Knee Brace)
  • Taping products
  • Compression therapy products
  • Neck and Lower Back Traction Units
  • Pelvic Floor exercisers (EMY, Perifit)
  • TENS, IFC, NMES and like units
  • Post-Operative braces and shoes
  • Rigid ankle/foot immobilizers
  • Shoulder immobilizers/slings
  • Any items marked as non-returnable on the product page.


Exchanges - How To Initiate an Exchange!


We are committed to offering you a low-risk online shopping experience.  If you need a different size or you want to exchange for a different product, we've got you covered.  You need to reach out to us within 5 days of receiving your item.   The merchandise must be received in new condition, original packaging.  We will pay the return shipping fees (for the first exchange) when you request an exchange within the first 5 days after receiving your order.  Plus, we offer free advice from our physiotherapists.  Our team is standing by to help you figure out what product or size might be better for you.


Initiating an Exchange!


Please reach out within the first 5 days of receiving your item.  Try it on, if it does not fit, reach out to us.  We would be happy to help you get the right item for your needs.  You cannot use this item for a month then decide to exchange or return the item.  If the item has been used and cannot be resold and is not in the original package, we will cannot allow an exchange or refund! 

If you have ordered the wrong size or product and require an exchange please email us at CustomerService@PhysiotherapyRoom.comWe will send you a pre-paid shipping label by email to cover the shipping fees.  Please note we cover the shipping fees when you request an exchange within the first 5 days of receiving your product.   Also note, we cover the shipping fees for the first exchange on your order, if you have multiple exchanges on the same order, you will be responsible for the shipping fees after the first complimentary exchange.

Note:  Please return all packaging and instructions and place your item in a suitable shipment box with the pre-paid label attached.  


Returns - How To Initiate a Return!


In order to qualify for the full return, the merchandise being returned must be must be received in new condition, original packaging to receive a full refund. All returned merchandise must be in like-new, resalable and the same as the received condition. All freight charges must be prepaid and insured by you, the buyer on all returned merchandise. Unsaleable or damaged items will be subject to a restocking fee of 25% or returned to the purchaser. Returns without authorization will not be accepted. Returned merchandise must be returned to us within 30 days of the purchase and accompanied by a copy of the original invoice.


Email us at CustomerService@PhysiotherapyRoom.com, let us know your Name, Order number, which products you want to return and the reason!  

One of our friendly Customer Care team members will reach out to you as soon as possible with the next steps!

Item must be in original packaging, not used and be able to be resold to qualify for a full refund!   Items returned to us without notification will not be eligible for a refund.

To deter against insurance fraud, in the event of a request for a refund we reserve the right to contact your insurer to verify the status of your reimbursement prior to processing your refund.  If an individual is abusing our return and refund policies, your order will be placed on hold and you will be notified of an additional restocking fee of up to 25% before items are shipped.


All Our Products are Fully Guaranteed Against Defects


Please check your package immediately to be sure your order is correct and items were not damaged.  If you receive a defective product or an incomplete order, EMAIL US IMMEDIATELY for prompt action at CustomerService@PhysiotherapyRoom.com.  Please include your name and order number.  Damaged or short shipments should be reported within 5 days of receipt.  Please keep the box if the item is damaged. If your tracking number shows as delivered but you never received your package, you need to report this within 5 business days. Someone on our customer service team will reach out with further steps.

We cannot accept returns on merchandise that is missing the serial number or UPC, or returned more then 30 days after delivery.  If you would like to make a return or exchange, you must contact us by phone or email.


When will I get my refund?


It usually takes about 2-3 weeks.  Most refunds are fully refunded in 3-5 days after we receive and process your return.  The refund will appear on your original payment method.


International Orders


All orders shipped outside of Canada are final sale and cannot be returned or exchanged.  Some items are not eligible to ship outside of Canada. This will be stated on the product page. If this is the case, we have the right to cancel and refund your order.


Still have questions?


Feel free to contact us at CustomerService@PhysiotherapyRoom.com, if you have any other questions.