Return, exchange and warranty policy

Any billing error, shipping error, or breakage of merchandise in transit must be documented and reported immediately upon receipt. MTM - Médical Tronik will not be held responsible for any claims after the signature of complete and undamaged receipt. Please check your order immediately upon receipt.

In the event of breakage or a missing package, please contact us within 72 hours.

When making your request, you must provide the following information so that our staff can respond as quickly as possible.

• Invoice number;
• Date of purchase;
• Item number;
• Product name or description;
• Reason for the return or the exchange.

It is important to include a copy of the return authorization with the package when you send it, otherwise the credit will not be issued.

No returns will be accepted without an authorization number (RMA) issued exclusively by MTM - Médical Tronik Customer Service. All returns must be prepaid and shipped in their original packaging within a maximum of 30 days from the date of purchase. The credit note will be issued upon receipt and verification of the condition of the merchandise. The amount credited will be based on the original invoice price. To obtain a return number, contact us by telephone at 450-669-8985 or via our toll-free line at 1-800-361-0877. You can also fill out the form at the address at the bottom of this page.

When making your request, you must provide the following information, so that our staff can respond to your request as quickly as possible.

• Invoice number;
• Date of purchase;
• Product number;
• Product name or description;
• Reason for the return or the exchange;
• Expiration date (if applicable).

It is important to enclose a copy of the return authorization with the package when you send it, otherwise the credit will not be issued.

All returns must be sent prepaid and shiped in its original packaging within a maximum of 30 days from the date of the purchase. A credit memo will be issued upon reception and verification of the item. The credit will be based on the original invoice price.

A 25% restocking fee will be charged in cases where, neither the quality of the product nor MTM's responsibility are the issue.

No returns will be accepted in the following cases:

• If the purchase is more than 30 days old.
• The product is not in its original packaging, in a resalable condition or if it is damaged (sticker on the box, writing on the box ...).
• Product on special order or made to measure.ure.
  

Products in direct contact with skin are non-returnable for hygiene reasons (pillow, splint, sling, protective clothings and accessories, orthotic, cream, gel, lotions, cleansing and antiseptic). Any product whose original packaging is damaged will be automatically refused. Books and videos are not returnable due to the risks incurred the copyright.

Products with an expiration date are subject to verification before being accepted.

Special order products are not returnable or exchangeable.

The parts warranty is that of the manufacturer and may vary from company to company and equipment to equipment. It covers only defects resulting from faulty workmanship. Any damage or malfunction resulting from misuse, accident or uncontrollable event such as flood or fire is not covered by this warranty.

The MTM labor warranty covers only defects resulting from faulty workmanship. Any damage or malfunction resulting from misuse or accident is not covered by this warranty.

The labor warranty does not cover shipping, but we grant 1 hour of free shipping for units costing $1,000 or more. If the distance to be covered is greater than 1 hour round trip, you will have to pay for the remaining transportation time at the regular rate in effect, with a special discount of 25% on said rate. Please note that meal and lodging expenses may apply.

If we are called upon to travel and the problem is caused by the user, travel and labor may be billable.