Refund Policy

Return & Refund Policy

Infection Control & Safety Standards

Riva Medical Products are medical-grade devices intended for patient care. To maintain strict infection control and hygiene standards, all products are Final Sale once the original factory packaging or seal has been opened, removed, or tampered with.

This policy ensures the safety and integrity of every product delivered to healthcare facilities and clinical partners.

Returns for Unopened Products

We accept returns for unopened, unused products within 14 days of delivery, provided:

  • The product remains in its original, factory-sealed packaging
  • The item is completely unused and in the same condition as delivered
  • No seals, sleeves, or protective packaging have been opened or removed

Return Process

Step 1: Request Authorization
Contact contact@rivamedicalproducts.com within 14 days of delivery to request a Return Authorization (RA) number. Include your order number and reason for return.

Step 2: Receive Instructions
Once approved, we will provide your unique RA number and return shipping instructions.

Step 3: Ship the Return

  • Customer is responsible for all return shipping costs
  • Returns must be shipped using a trackable carrier
  • Riva Medical Products is not responsible for items lost in return transit
  • Clearly mark the RA number on the outside of the package

Step 4: Inspection & Refund
Once your return is received at our Surrey office and inspected to confirm factory-seal integrity, we will notify you of approval or rejection within 3 business days.

Refunds

Approved Refunds: Processed to your original payment method within 10 business days of approval.

Non-Refundable: Original shipping charges ($25.00 flat rate) are non-refundable.

Restocking Fee: A 15% restocking fee may apply to approved returns.

Defective or Damaged Products

If you receive a defective or damaged product, contact us immediately at contact@rivamedicalproducts.com with:

  • Order number
  • Photos of the damage or defect
  • Description of the issue

We will arrange for replacement or full refund at no cost to you, including return shipping, in accordance with Canadian consumer protection standards.

Timeframe: Defect claims must be reported within 48 hours of delivery for damaged shipments, or within 14 days for manufacturing defects discovered upon first use.

Non-Returnable Items

We cannot accept returns for:

  • Any product where the factory seal or original packaging has been opened, removed, or tampered with
  • Products showing any signs of use, wear, or installation
  • Items returned without a valid Return Authorization (RA) number
  • Products returned after the 14-day return window

Exchanges

We do not offer direct exchanges. If you need a different product, please:

  1. Return the unopened item following the process above
  2. Place a new order for the desired product