Returns & Refunds Policy

Returns & Refunds Policy

At Planet Orthopedic, we want you to shop with confidence.

This Returns & Refunds Policy explains how returns, exchanges, cancellations, and refunds are handled for purchases made through our Canadian store.

Nothing in this policy limits any consumer rights or remedies that cannot lawfully be excluded or restricted under applicable Canadian federal and provincial law.

In particular, nothing in this policy limits your rights under the consumer protection legislation of your province or territory, such as the Ontario Consumer Protection Act, 2002 (internet agreements, including the right to cancel if the goods are not delivered within 30 days of the promised delivery date, or if the required disclosure or a copy of the agreement was not provided), the Quebec Consumer Protection Act (distance contracts, arts. 54.1 and following, and the legal warranty of quality and durability, arts. 37 and 38), the British Columbia Business Practices and Consumer Protection Act (distance sales contracts, ss. 46 to 52), and the implied conditions of the provincial Sale of Goods Acts.

1. 14-Day Return Period

You may request a return within 14 days of receiving your order, subject to the conditions below and any additional rights that may apply under applicable law.

This 14-day return period is a contractual right offered by Planet Orthopedic. It applies in addition to, and does not replace, any cancellation or other rights you may have under the consumer protection legislation of your province or territory.

To request a return, please contact us before sending any item back.

Returned items should:

  • Be in the same condition in which they were received;
  • Include the original packaging and accessories, where reasonably possible;
  • Show no signs of misuse, damage, excessive wear, washing, or alteration.

You may inspect an item as reasonably necessary to determine its nature, characteristics, fit, and functionality.

Where permitted by law, we may reduce or deny a refund if the item's value has been materially diminished by handling beyond what is reasonably necessary to inspect it.

2. How to Request a Return

Before returning any item, please contact:

Email: info@planetorthopedic.ca

Please provide:

  • Your full name;
  • Order number;
  • Item you wish to return;
  • Reason for the return; and
  • Clear photographs where relevant.

We will review your request and provide the appropriate return instructions and return address.

Please do not return items to our business address or any other address without first contacting us.

The correct return destination may depend on the item, supplier, fulfillment location, and your location.

Returns sent without prior authorization or to an incorrect address may experience delays in processing.

3. Change-of-Mind Returns

If you wish to return an eligible item because of:

  • A change of mind;
  • Incorrect size selected by you;
  • Colour preference;
  • Fit preference; or
  • Another personal reason,

you may do so within the applicable 14-day return period.

Unless otherwise required by law or expressly offered by Planet Orthopedic, the customer is responsible for the direct cost of returning the item.

We recommend using a trackable shipping service and retaining proof of shipment when returning an item.

4. Defective, Damaged, or Incorrect Items

Please inspect your order after delivery.

If an item arrives defective, damaged, or different from what you ordered, please contact info@planetorthopedic.ca as soon as reasonably possible.

Please provide your order number and, where appropriate, clear photographs of:

  • The item;
  • Packaging;
  • Shipping label; and
  • The reported issue.

We will review the matter and provide an appropriate remedy in accordance with this policy and applicable law.

Depending on the circumstances, this may include:

  • Replacement;
  • Refund;
  • Reshipment;
  • Another appropriate remedy.

Where an item arrives defective, damaged, or incorrect, or where you validly cancel under the consumer protection legislation of your province or territory, Planet Orthopedic bears the reasonable cost of returning it.

Any mandatory rights relating to defective, damaged, unsafe, misdescribed, or incorrectly supplied goods are not limited by our 14-day return period.

5. Exchanges

If you would like to exchange an eligible item for another size, colour, or model, please contact us before returning it.

Exchanges are subject to product availability.

Where an exchange is approved, the replacement will normally be processed after the original item has been received and inspected.

If the requested replacement is unavailable, we may offer:

  • An alternative product;
  • Store credit where agreed;
  • A refund; or
  • Another appropriate solution,

subject to applicable law and the circumstances of the order.

6. Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will normally be issued to the original payment method, unless otherwise required by law or agreed in a particular case.

Refunds will be processed within a reasonable period after approval.

Where you validly cancel your purchase under the consumer protection legislation of your province or territory, we will refund all amounts paid within 15 days of the cancellation.

Where provincial law provides for it (including in Quebec, Ontario, and British Columbia), if we do not issue a refund you are entitled to within the required period, you may ask your credit card issuer to reverse the charge (chargeback).

After we process a refund, your bank, card issuer, or payment provider may require additional time for the funds to appear in your account.

This additional processing time is determined by the financial institution or payment provider and is outside our direct control.

Where required by applicable law, eligible shipping charges or other amounts will also be refunded.

Additional costs resulting from choosing a more expensive shipping method than any standard shipping option offered by us may not be refundable, except where required by law.

7. Return Shipping Costs

For eligible returns based on change of mind, personal preference, fit, or an incorrect size selected by the customer, the customer is generally responsible for return shipping costs.

Where an item arrives defective, damaged, or incorrect, or where you validly cancel under the consumer protection legislation of your province or territory, Planet Orthopedic bears the reasonable cost of returning it.

We will provide return instructions before any item is sent back.

8. Non-Returnable Items and Exceptions

Certain items may be excluded from return where permitted by applicable law, including:

  • Gift cards;
  • Items made to your specifications or clearly personalized;
  • Sealed items that are not suitable for return for health protection or hygiene reasons once unsealed, where applicable;
  • Items damaged through misuse, improper care, excessive wear, washing, or alteration after delivery;
  • Items specifically marked as final sale or non-returnable, where permitted by applicable law and clearly disclosed before purchase.

Any exception to a return right will only be applied where permitted by applicable law.

These exceptions do not limit any mandatory rights regarding defective, damaged, unsafe, misdescribed, or incorrectly supplied goods.

9. Order Cancellations

If you need to cancel or modify an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate your request before the order is processed or shipped.

If an order has already been processed, packed, or shipped, cancellation before delivery may no longer be possible.

After delivery, you may still request a return in accordance with this Returns & Refunds Policy and any rights available under applicable law.

10. Returned or Undeliverable Packages

If a package is returned to us or our logistics partner because of:

  • An incorrect or incomplete address;
  • Refused delivery;
  • Failure to collect the package;
  • Unsuccessful delivery attempts; or
  • Another issue attributable to the delivery information provided by the customer,

we will review the circumstances and available options.

Any additional shipping costs will only be applied where permitted by law and appropriately disclosed.

11. Late or Missing Refunds

If we have confirmed that your refund has been processed but you have not received it after the expected banking processing period:

  1. Check your bank or payment account;
  2. Contact your bank, card issuer, or payment provider;
  3. Contact us if you still require assistance.

12. Abuse, Fraud, and Return Misuse

Planet Orthopedic reserves the right, to the extent permitted by law, to refuse or limit a return or refund where there is reasonable evidence of:

  • Fraud;
  • Return abuse;
  • False claims;
  • Tampering;
  • Repeated misuse of the returns process;
  • Manipulation of promotional benefits;
  • Unauthorized payment activity.

This provision does not affect any mandatory consumer rights available under applicable law.

13. Contact Information

For questions about returns, exchanges, cancellations, or refunds, please contact:

Planet Orthopedic
Operated by TEND GLOBAL SOLUTIONS LLC
1701 W Hillsboro Blvd, Suite 208
Deerfield Beach, FL 33442
United States

Website: www.planetorthopedic.ca
Email: info@planetorthopedic.ca