Refund policy

This Refund Policy applies to orders placed on mendablecanada.com. Mendable is a trade name of Nova Ecom Limited, Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong.

Money-Back Guarantee

We offer a voluntary Money-Back Guarantee on the following products, counted from the date your order is recorded as delivered by the carrier:

  • Mendable Shoulder: 90 days
  • Mendable Knee: 90 days
  • Mendable Cradle: 60 days

Reasonable use of the product during the guarantee period is expected and permitted.

What the guarantee covers

  • The physical product purchased directly from mendablecanada.com.
  • The product must be returned in good condition, without breakage and complete, including any controller, cables and parts supplied with it.

The following are not refundable under the Money-Back Guarantee: free gifts, bonuses, accessories and extended warranties.

How to request a return

  1. Email info@mendablecanada.com before your guarantee period ends, with your full name, order number and the email address used to place the order.
  2. Wait for our return authorization. Our team will reply with the return instructions and the authorized return address.
  3. Ship the product to the authorized address. Please do not send any product before receiving authorization: returns sent without authorization, or to the address on the original parcel, may be delayed or refused.

Return shipping

Return shipping costs for returns under the Money-Back Guarantee are paid by the customer. We do not provide prepaid return labels. Please use a tracked shipping service and keep your receipt until the return is completed. Mendable is not responsible for return parcels lost or damaged before they reach the authorized return address.

Damaged or defective products

If your product arrives damaged or defective, contact us at info@mendablecanada.com within 7 days of delivery and include photos and a video showing the issue. Depending on the case, we will send a replacement or issue a refund. Please do not return a damaged or defective product until our team has sent you instructions.

Refunds

Once your authorized return arrives, we inspect it within 2 to 3 business days. If it is approved, the refund is issued within 5 to 7 business days to the original payment method. Your bank or card issuer may need additional time to show the funds in your account.

Exchanges

We do not offer direct exchanges. If you would like a different product, please return the original item under this policy and place a new order.

Your consumer rights

The Money-Back Guarantee is voluntary and is offered in addition to your rights under applicable Canadian consumer protection laws. Nothing in this policy limits or excludes any rights or remedies that are available to you under those laws.

Contact

Nova Ecom Limited, trading as Mendable · Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, Hong Kong · info@mendablecanada.com · +33 756926961