Returns & Exchange Policy

Returns & Refunds

Once the product reaches the purchaser, Balto® Canada reserves the right to refuse a full refund. Balto® Canada will accept returns or requests for refunds for any product within 30 days of receipt of product. Refunds will only be honored if during the initial fitting the product is determined to be a poor fit, function, and/or the product is affecting the health or healing of the patient. Visual inspection may be required.

Returns must be in resale condition to receive a refund. This means that the brace cannot have: hair, wear, dirt, and/or modifications. If the packaging is damaged there will be a 10% restocking fee deducted from that product's refund. After we receive the brace back, we will evaluate its condition and then issue a refund. Balto® Canada does not offer refunds for refusal from your pet to wear the product. If the purchaser simply does not want to use the device for reasons other than those described above, Balto® Canada will not issue a refund.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@baltocanada.com.

Exchanges

The fastest way to ensure you get the correct product is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Once we receive the return or exchange back, we will evaluate its condition and then issue you a refund for the brace returned. Exchanges must be in resale condition to receive a refund. This means that the brace cannot have: hair, wear, dirt, and/or modifications. If the packaging is damaged there will be a 10% restocking fee deducted from that product's refund. After we receive the brace back, we will evaluate its condition and then issue a refund.

We will notify you once we’ve received and inspected your exchange, and let you know if the exchange refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return-for-exchange, please contact us at support@baltocanada.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Return & Exchange Shipping

Balto® Canada will NOT cover the cost of return shipping. If you are needing to exchange your brace, a return mailing label will be provided for you once your request has been approved. Returns and exchanges must be in resale condition to receive a refund. Items sent back to us without first requesting a return or exchange will not be accepted.

If for any reason delivery is confirmed by the carrier and the product cannot be found, a police report must be filed before a replacement is sent. If the product is lost by the carrier, Balto® Canada will file a claim and a replacement will be sent.

RETURN SHIPPING CHARGES ARE NON-REFUNDABLE.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Start a Return or Exchange

To start a return, you can complete our simple Returns & Exchanges Form or contact us at support@baltocanada.com. Please note that returns will need to be sent to the following address:

227g Brunswick blvd. Pointe Claire, QC H9R4X5

You can always contact us for any return or exchange questions at:

support@baltocanada.com.