Refund policy

Non-Refundable Items

• Automated External Defibrillators (AEDs), CPR manikins, and AED trainers are non-refundable.
  

Returns for Non-Defective Items

• You may initiate a self-serve return without prior authorization for items other than AEDs, CPR manikins, and AED trainers.
• To qualify for a return, items must be unused and in their original packaging. Returns must be initiated within 14 days of receipt.
• Once a return is initiated, you have 30 days to ensure the item reaches us. After this period, the return will be considered closed and no refund will be issued.
• A 20% restocking fee will be applied to all returns.
• Customers are responsible for return shipping costs. Shipping costs to the original destination are non-refundable. If the item was shipped with a free shipping promotion, the cost of the original shipping will be deducted from your refund.
• Consider using a trackable shipping service or purchasing shipping insurance. Returns not received by us will not be refunded.
• Orders that include custom pricing, bulk order discounts, or any other price reduction approved by a member of our team is not eligible for returns. Orders using a regular discount code are eligible for returns.

Returns for Defective Items

• Returns or exchanges of AEDs, CPR manikins, and AED trainers due to defects are permitted.
• If you suspect your item is defective, contact us at info@elitemedic.ca with your order number and details of the defect, along with documented proof such as photos or videos.
• Please do not dispose of the defective item before the issue is fully resolved.
• After attempting to troubleshoot without success, we may offer a replacement or refund. We may require the defective item to be returned, in which case a shipping label will be provided.

Delivery Issues

• Incorrect Address: It is crucial that you provide a correct delivery address. We are not responsible for non-delivery if the provided address is incorrect. Should an order need re-shipment due to an incorrect address, additional shipping costs will be charged.
• Damaged Packages: Report any delivery damage immediately upon receipt. If the package is visibly damaged, you can refuse it and notify us right away. Please document any damages with photos or videos.
• Missing Packages: If a delivery notification is received but the package is missing, inform us as soon as possible, and no later than within 3 days of delivery. We will assist in locating the package, but are not responsible for theft or loss after delivery to the correct address.

Refunds

• Approved refunds will be processed promptly and credited to the original payment method. Please note that it may take a few days for the refund to appear on your account statement.