Return & Refund Policy

Last updated: October 1, 2025

1. Definitions & Scope

• “You” and “your” refer to the customer.
• “We,” “us,” “our,” or the “Company” refers to Chirologix.
• “Goods” means the products you purchase from us.
• “Customized Goods” means items altered or made to your specifications (e.g., custom sizing, logos, colours outside standard range, bespoke modifications).
• Our products are intended for clinics, licensed healthcare providers, and professional practices only.
• Returns and refunds are only valid for verified clinic purchases.
• This policy applies to purchases made through our website (or as otherwise specifically stated).

2. Returns

• You may return your order within 14 calendar days after you receive the goods.
• To return, notify us in writing before the 14-day period expires: returns@chirologix.ca (include order number and item details).
• If the goods have not yet shipped, we will cancel your order and refund you in full (including standard delivery charges you paid).
• If the goods have been delivered, you must send them back to us (see Section 4).

3. Condition of Returns & Deductions for Diminished Value

• Goods must be returned in new / resalable condition: unused, undamaged, with original packaging, tags, and accessories.
• You are responsible for taking reasonable care of the goods while in your possession.
• We may deduct an amount to cover diminished value if the goods are not returned in original condition (beyond what is necessary to inspect them).
• No refunds for items lost or damaged in transit if returned via an untraceable or uninsured method.

4. Return Shipping Costs & Logistics

• You are responsible for the direct cost of returning the goods (unless the return is due to our error, e.g., wrong item, or a confirmed manufacturing defect).
• Use a secure, trackable shipping method (we may require proof of postage).
• If items are improperly packaged and incur damage or loss in transit, liability may rest with you; refunds may be reduced or refused accordingly.
• We recommend insuring the package for the full purchase value (at your cost).

5. Refunds / Timing / Method

• Once we receive and inspect the returned goods (or once you furnish proof of return, if applicable), we will issue the refund without undue delay.
• Refunds will be made no later than 14 calendar days after the later of:
  1. the day we receive the returned goods, or
  2. the day you notify us of the return.
• Refunds will be made using the same payment method you originally used, unless you expressly agree otherwise.
• You will not incur any fees from us as a result of the refund. Shipping fees are refundable only where the return is due to our error or a confirmed defect.

6. Customized Goods / Non-standard Orders

• Customized Goods are non-refundable, except in cases of defect or error on our part.
• Change requests for Customized Goods must be made within 24 hours of the confirmation of final specifications.
• After 24 hours, changes or cancellations are not accepted. In rare cases, we may agree (at our discretion) to accept a cancellation or change, but we may charge a restocking or modification fee.

7. Defective, Faulty, or Incorrect Goods

• If you believe an item is defective, damaged, or incorrect, you must notify us within 14 calendar days of delivery and provide photos and a description at returns@chirologix.ca.
• If we confirm the defect or error, we will, at our option:
  1. replace the goods,
  2. repair the goods, or
  3. issue a full refund (including shipping)—whichever is reasonable.
• Return shipping costs for faulty/defective goods will be borne by us (we will provide a prepaid return label or reimburse you).
• Note: A “manufacturing defect” does not include minor cosmetic variations such as slight discolouration in fabric, natural variations in material, or other imperfections that do not affect the intended use or functionality of the product.
• We are not liable for defects caused by improper use, neglect, modification by you, or ordinary wear and tear.
• Refunds, replacements, or repairs are only processed for purchases made by a verified clinic or professional account.

8. Exceptions / Non-returnable Items

• Perishable goods (if applicable)
• Custom-made or personalized items (unless faulty)
• Goods sealed for health or hygiene reasons if the seal is broken
• Digital products, downloadable software, or services (unless required by applicable law)
• Any goods marked as final sale or “non-returnable” at purchase

9. Limitation of Liability

• If refunding, replacing, or repairing, our liability is limited to the purchase price of the goods (plus standard shipping, if applicable).
• We will not be liable for incidental, consequential, or special damages arising from your use of the goods or your inability to use them.
• Nothing in this policy excludes or limits liability where prohibited by law (for instance, liability for gross negligence or willful misconduct).

10. Jurisdiction, Applicable Laws & Consumer Rights

• This policy is governed by the laws of Alberta, Canada, including the Alberta Consumer Protection Act.
• If any provision of this policy is held invalid or unenforceable, the remainder remains in full force.
• For any dispute arising under this policy, you agree to the jurisdiction of the courts of Alberta (or small claims court where applicable).

11. Amendments / Changes to This Policy

• Chirologix reserves the right to modify or amend this policy from time to time in our discretion.
• The version displayed on our website at the time of your purchase governs your transaction.
• We may notify you of changes, but you should review this policy whenever you make a purchase.

Need help? Contact us at returns@chirologix.ca.