Refund policy

60-Day Money-Back Guarantee

We stand behind our FixedForm products. If you are not satisfied with your purchase, contact us within 60 calendar days of delivery to request a return or refund.

Eligibility

Please provide your order number or confirmation email. We understand that a knee brace needs to be tried to assess its fit and comfort. Reasonable light use does not invalidate our 60-day guarantee. Please return the product with its included accessories and original packaging where available.

How to Request a Return

Email support@fixedform-canada.com with your order number and the reason for your request. We aim to respond within 24–48 hours with instructions and the appropriate return address.

Contact us before shipping a return so that we can identify your order and provide the correct destination. Our Toronto contact address is not a designated return address. We recommend retaining your return tracking number and shipping receipt.

Return Shipping

For change-of-mind and sizing returns, customers pay return shipping. If we supplied a damaged, defective, or incorrect item, we cover the necessary return shipping costs, if a return is required.

Refunds

After receiving and inspecting your return, we will email you the outcome. Approved refunds will be issued to your original payment method within 5–10 business days. Your bank or payment provider may require additional time to post the funds.

For an eligible return under our guarantee, we refund the purchase price of the returned product, including applicable taxes. Any separately charged original shipping fee is non-refundable for change-of-mind returns unless required by law. Orders that received free shipping will not have a shipping fee deducted from the refund.

If an expected refund has not appeared, contact us for assistance and a refund reference where available.

Size Exchanges

Contact us within the 60-day period if you need another size. There is no additional product charge for an exchange of the same product; you pay return shipping unless the sizing issue resulted from our error. Exchanges are subject to availability.

Damaged, Defective, or Incorrect Items

Please contact us as soon as possible, preferably within seven days of delivery, with your order number and photographs where available. We will arrange an appropriate replacement or refund and tell you whether a return is necessary. The seven-day reporting request does not limit your statutory rights.

Order Cancellation

Contact us promptly if you wish to cancel. If your order has not been dispatched, we will attempt to stop fulfilment and refund the cancelled order. If it has already been dispatched, our return procedure applies, subject to any cancellation rights provided by law.

Your Consumer Rights

This policy provides an additional voluntary guarantee. It does not exclude or restrict any rights or remedies available under applicable Canadian federal, provincial, or territorial consumer protection laws.