Refund Policy

1. Damaged, Defective or Incorrect Items

Please inspect your order upon receipt.

  • Contact us immediately (within 48 hours) at info@magaliesinstruments.com if:
    • The packaging is open or visibly damaged.
    • The item received is defective (e.g., broken needle, cracked tube).
    • You received an item different from what was ordered.
  • Attach clear photos and your order number to help us process your case faster.
  • We will cover the return shipping costs and arrange either a free replacement or a full refund after verification.

2. Non-Returnable Items

For hygiene and health safety reasons:

  • No returns are accepted for medical instruments:
    • Whose sterile packaging has been opened or damaged.
    • That have been used, even partially.
    • That are custom-made or special orders.
  • Consumable items are non-refundable once shipped.

3. Product Recalls

If a recall is issued by Health Canada or Magalie's Instruments Inc.:

  • You will be contacted directly via email and phone with detailed instructions.
  • Do not return the product without our written authorization.
  • Returns related to a recall are:
    • Free of charge (a prepaid return label will be provided).
    • Mandatory to protect public health.
  • You will receive a full refund or immediate replacement, depending on your preference.

4. Reporting Adverse Events

If a device causes or may cause harm (e.g., injury, infection):

  1. Immediately stop using the product.
  2. Contact us at 1-800-711-5624 or info@magaliesinstruments.com.
  3. Keep the product and its packaging for investigation.
  4. We will report the incident to Health Canada within 10 business days, as required by the Medical Devices Regulations.

5. Refunds

  • Approval timeline:
    • We process refund requests within 5 business days of receiving the returned item.
  • Refund method:
    • The amount will be credited to your original method of payment within 10 business days.
  • Delays:

6. Special Exceptions

  • Large orders (e.g., clinics):
    • Returns must be initiated within 7 days of delivery.
  • Promotional items:
    • Refunds are based on the amount paid (not the original or full price before discount).