Return and Refund Policy

Rainville Foot Health is committed to ethical, transparent, and patient-centred care. This policy sets out the conditions under which refunds, returns, exchanges, and adjustments may occur, in accordance with professional standards of the College of Chiropodists of Ontario, infection-control requirements, and consumer protection obligations.

This policy applies to clinical services, custom orthotics, medical footwear, and retail foot-care products.

1. Clinical Services (Non-Refundable)

Professional services are not refundable once provided.

This includes, but is not limited to:

• Assessments and consultations
• Diagnostic procedures and gait analysis
• Treatments and procedures
• Casting, scanning, fitting, and clinical time

Rationale:
Professional services involve the application of clinical judgment, skill, and time. Once delivered, they cannot be reversed or returned.

Patients with concerns about their care are encouraged to raise them promptly so they may be reviewed and addressed through appropriate clinical follow-up.

2. Custom Foot Orthotics (Prescription Medical Devices)

Custom orthotics are prescription medical devices fabricated specifically for an individual patient based on a clinical assessment.

Refunds

Custom orthotics are non-refundable once dispensed, except where:

• A manufacturing defect is confirmed, or
• The device does not match the original clinical prescription

In such cases, the remedy is repair or remake, not refund.

Adjustments

• Adjustments are a normal and expected part of orthotic care.
• Reasonable modifications may be provided within a clinically appropriate adjustment period to optimize fit and function.
• Outcomes may vary based on patient anatomy, footwear, activity level, and adherence to use instructions.

Hygiene & Safety

For infection-control and patient-safety reasons, custom orthotics cannot be returned, resold, or refunded once worn or dispensed.

3. Medical & Orthopedic Footwear

Eligible Returns

Medical footwear may be eligible for return or exchange only if all conditions below are met:

• Returned within 14 calendar days of purchase
• Unworn (no indoor or outdoor wear)
• Free of odour, creasing, scuffing, or sole compression
• Returned in original packaging
• Accompanied by proof of purchase

Non-Returnable Footwear

Footwear is not eligible for return or refund if:

• It has been worn, even briefly
• It has been modified, stretched, or altered
• It is a clearance or final-sale item
• It has been dispensed as part of a custom or clinical modification

Exchanges

Exchanges may be offered at the clinic’s discretion, subject to product availability and condition.

4. Over-the-Counter Products

For hygiene and safety reasons:

• Over-the-counter products are eligible for return only if unopened, unused, and in original packaging
• Returns must be requested within 14 days of purchase
• Opened or used products are not returnable

5. Insurance & Third-Party Payors

• Insurance coverage does not determine refund eligibility.
• Receipts reflect services or products provided and do not guarantee reimbursement by insurers.
• Patients are responsible for confirming coverage with their insurer.

6. Disclosure, Consent, and Acknowledgement

This policy:

• Is publicly available on our website
• Is available in-clinic upon request
• Is reviewed as part of informed consent for applicable services and products

Patients are encouraged to ask questions before proceeding with treatment or purchase.

7. Questions or Concerns

We value open communication.
If you have questions or concerns regarding this policy or your care, please contact the clinic directly so they may be reviewed appropriately.

This policy is designed to meet professional, ethical, and patient-care obligations under the College of Chiropodists of Ontario.