Returns & Refunds Policy
Last updated: October 31, 2025
At Minerva Medical, we are committed to providing our customers with high-quality medical products and exceptional service. Due to the nature of our industry, and for health and safety reasons, refunds, returns, and exchanges are not permitted, unless specific exceptions apply as outlined below.
Final sale products
Products classified as personal health items — including but not limited to face masks and gloves — are final sale and cannot be returned or refunded unless determined to be defective.
Other sterile, consumable, or temperature-sensitive products may also be deemed non-returnable, even if unopened, in accordance with health and regulatory requirements.
Because temperature-sensitive items must be stored within controlled conditions, Minerva Medical cannot guarantee proper storage once they have left our facility. As such, these items are considered final sale.
Exceptions
Refunds, returns, or exchanges will only be permitted if one of the following conditions is met:
- A product is received in defective condition.
- A product is damaged during transit.
- An incorrect item has been shipped.
All claims under these exceptions must be submitted within forty-eight (48) hours of receiving the order. Claims submitted after forty-eight hours will not be eligible for a refund or replacement. In qualifying cases, Minerva Medical will cover all return shipping costs.
Defective item
If you believe your product is defective, please email cs@minervamedical.ca with the following details:
- Your order number.
- A description of the defect.
- Photo(s) of the defective product.
Use the subject line: “Refund Request – YOUR ORDER NUMBER” (e.g., Refund Request – #1055).
Once the return is received, our team will inspect the item(s) and notify you within a reasonable timeframe whether a replacement or refund will be issued. Approved refunds are processed to the original method of payment.
Customer preference returns
Requests to return products due to customer preference are not accepted.
At our sole discretion, exceptions may be granted on a case-by-case basis, provided that:
- Items are unused, unopened, and in their original packaging.
- The request is submitted within forty-eight (48) hours of receipt.
If an exception is approved, the customer will be responsible for all return shipping costs. Claims submitted after forty-eight hours will not be considered.
Return shipping
Customers must ship the item back to Minerva Medical. No refund or exchange will be processed if the item is not received. We strongly recommend shipping with a signature required for proof of delivery.
Return Address:Minerva Medical – Back of Building
21 Antares Dr, Unit 114
Nepean, ON K2E 7T8
Canada
Wrong item(s)
If you received an incorrect item, please notify us immediately so we can resolve the issue quickly and professionally. Email cs@minervamedical.ca with the following information:
- Your order number.
- Photo(s) of all items received.
Use the subject line: “Wrong Item(s) – YOUR ORDER NUMBER” (e.g., Wrong Item(s) – #1055).
Minerva Medical will issue a pre-paid return shipping label for the incorrect item. Once received, our fulfillment team will verify the return and either:
- Ship the correct item at no extra cost, or
- Issue a full refund if the correct product is unavailable.
Processing time: Please allow 2–3 business days for verification and processing after the returned item is received.
Customer care follow-up: Our team will notify you by email once your replacement item ships or your refund is issued.
In rare cases where replacements are out of stock, we’ll contact you immediately to confirm next steps. Claims received after the forty-eight hour window will not be eligible for review.
Important notes
- Unauthorized returns sent without prior approval will not be accepted.
- Shipping charges are non-refundable except in cases involving defective, damaged, or incorrect items.
- Minerva Medical reserves the right to refuse any return or refund request that does not meet the conditions outlined in this policy.
Need assistance?
If you have questions regarding a return, refund, or damaged item, our customer support team is here to help.
Email: cs@minervamedical.ca
Phone: +1 (613) 699-6910