Return Policy

Return & Refund Policy

Last Updated: October 3, 2026

At AdaptAbility Store Inc., we want you to feel confident in your purchase. If something is not right, we will do our best to help.

This policy applies to purchases made through adaptabilitystore.ca, the AdaptAbility App, and our retail store unless otherwise stated.

30-Day Returns

Eligible items may be returned within 30 days of delivery or pickup.

To qualify for a return, the item must be:

  • New and unused

  • Complete

  • Unwashed and unworn

  • Unassembled, where applicable

  • In its original condition

  • With original tags, labels, accessories, manuals and parts

  • In the original packaging where reasonably possible

AdaptAbility reserves the right to refuse a return where an item is used, damaged, incomplete, altered, improperly packaged or otherwise not in resalable condition, except where the return relates to a defect, damage, incorrect item or other rights provided by law.

How to Start a Return

Before sending an item back, please contact us at:

info@adaptabilitystore.ca

Please include:

  • Your name

  • Order number

  • Product being returned

  • Reason for the return

We will provide return instructions once the return has been approved.

Please do not send a return before contacting us.

Approved returns should be sent to:

AdaptAbility Store Inc.
4035 University Avenue NW
Calgary, Alberta
T3B 6K3
Canada

Return Shipping

For ordinary returns, the customer is responsible for return shipping costs.

We strongly recommend using a trackable and insured shipping service, particularly for higher-value products.

AdaptAbility is not responsible for return shipments that are lost or damaged in transit before they are received by us.

Original shipping, freight or delivery charges are generally non-refundable unless:

  • The item was defective

  • The item arrived damaged

  • We sent the incorrect product

  • AdaptAbility otherwise agrees to refund the charge

  • A refund is required by applicable law

Oversized or freight items may require special return arrangements. Return freight costs may be the customer's responsibility for ordinary returns.

Non-Returnable Items

For health, hygiene, safety or other reasons, certain products cannot be returned once opened, worn, used or removed from protective packaging.

These include, where applicable:

  • AFO socks

  • Seamless socks

  • Underwear and bralettes

  • Swim diapers

  • Earplugs

  • Putty and similar therapeutic compounds

  • Chewlery and other oral-use products

  • Other personal-use or hygiene-sensitive products

If you are unsure whether an item is returnable, please contact us before opening or using it.

Special Orders and Custom Products

Unless defective, damaged, incorrect or otherwise required by law, the following may be non-returnable:

  • Special-order products

  • Custom-made products

  • Custom-sized products

  • Custom-configured products

  • Made-to-order products

  • Products modified specifically for the customer

Any applicable restrictions will be communicated where reasonably possible before the order is finalized.

Clearance and Final-Sale Items

Items clearly identified as Final Sale or Clearance – Final Sale cannot normally be returned or exchanged.

This does not apply where:

  • The item is defective

  • The item arrives damaged

  • The incorrect product was supplied

  • A return, refund or other remedy is required by law

A product is not automatically considered final sale simply because it is temporarily discounted or part of a promotion unless it is clearly identified as such.

Damaged, Defective or Incorrect Items

If an item arrives damaged, appears defective or is not the product you ordered, please contact us as soon as reasonably possible.

Please include:

  • Your order number

  • A description of the issue

  • Photographs of the product

  • Photographs of the packaging, where applicable

Please keep the product and packaging while we review the issue.

Depending on the circumstances, we may arrange:

  • Replacement

  • Repair

  • Exchange

  • Refund

  • Manufacturer warranty support

  • Another appropriate solution

AdaptAbility may provide a return label or arrange collection where the return results from our error, shipping damage or a qualifying defect.

Manufacturer Warranties

Some products are covered by a manufacturer's warranty.

Where appropriate, AdaptAbility may assist customers with warranty claims, but warranty terms and available remedies may be determined by the manufacturer.

Manufacturer warranty rights are separate from any rights available to you under applicable consumer protection law.

Refunds

Once we receive and inspect an approved return, we will notify you of the outcome.

Approved refunds will normally be issued to the original payment method.

Please allow reasonable time for us to inspect and process the return. Once a refund has been issued by AdaptAbility, your bank, credit-card company or payment provider may require additional time to post the refund to your account.

We do not control financial-institution processing times.

Exchanges

Where inventory is available, we may be able to exchange an eligible item instead of issuing a refund.

Please contact us before returning an item if you would prefer an exchange.

Missing Parts or Product Issues

If your order is missing a part or component, please contact us before returning the entire product.

In many cases, we may be able to resolve the issue by arranging:

  • A replacement part

  • Manufacturer support

  • A repair

  • Another appropriate solution

Consumer Rights

Nothing in this Return & Refund Policy is intended to limit, exclude or waive any rights or remedies that cannot legally be limited, excluded or waived under applicable consumer protection legislation.

Where applicable law provides additional cancellation, return, refund, warranty or other rights, those rights will continue to apply.

Questions

If you have questions about a return, refund, exchange or product issue, please contact us:

AdaptAbility Store Inc.
4035 University Avenue NW
Calgary, Alberta
T3B 6K3
Canada

Phone: (403) 718-5098
Email: info@adaptabilitystore.ca
Website: adaptabilitystore.ca