Last updated: September 2026
The short version
You have 14 days from delivery to return an unused item in its original packaging for a refund. Write to support@medila.ca with your order number to start.
What can be returned
- Items that are unused, unwashed and in a resalable condition
- Items in their original packaging with any tags and inserts included
- Items returned within 14 days of the delivery date
What cannot be returned
For hygiene reasons we cannot accept returns of items that have been worn against the skin, washed, or removed from sealed packaging — including gel compresses whose seal has been opened. This does not affect your rights where an item is faulty or not as described.
How to return an item
- Email support@medila.ca within 14 days of delivery with your order number and the reason for return.
- We reply with a return authorisation and the address to send to. Do not ship anything back before you have this.
- Pack the item securely and send it with a tracked service. Keep the tracking number.
- We inspect the return on arrival and process the refund within five business days.
Return shipping costs
Return shipping is at your expense unless the item arrived damaged, faulty, or was not what you ordered — in which case we cover it. Original shipping charges are not refunded on change-of-mind returns.
Refunds
Refunds are issued to the original payment method. We process within five business days of receiving the return; your bank or card issuer typically takes a further 3–10 business days to post it.
Exchanges
The fastest route is to return the original for a refund and place a new order for the size you want. If you would rather we coordinate a direct exchange, say so in your first email and we will arrange it.
Damaged or incorrect items
Tell us within 48 hours of delivery and include photographs of the item and the packaging. We will replace it or refund you in full, including shipping, and we will not ask you to pay to send it back.