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Return, Exchange& Refund Policy

We are happy to answer any questions you have about this policy; please contact us at info@medicalcosmeticclinic.ca with any questions or concerns prior to placing your order.

By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to this Return, Exchange & Refund Policy.

Wilderman Medical Cosmetic Clinic hopes that all of our clients enjoy the products they’ve purchased from our clinic. However, we understand that returns, exchanges or refunds may occasionally be necessary.

Return & Exchange

Unopened, unused products may be returned within 30 days of delivery or pick-up; please note that items must be post-marked within the 30-day return window to qualify for a refund, exchange, or store credit. Items must be in their original, sealed packaging. Return shipping is the customer’s responsibility.

If the product you received is leaking or defective, please notify us in writing within 7 business days of receipt by emailing info@medicalcosmeticclinic.ca. We will arrange for a designated courier to collect the product and return it to our clinic. Once the item is received, a replacement product will be shipped to you at no cost. Please note that shipping costs are only covered by our clinic for products that are damaged, leaking, or defective; those that are returned for other reasons will be shipped at the customer’s cost.

If you have received a product that you wish to return or exchange, please follow the steps below:

Step 1: Initiate Your Request

Contact us at info@medicalcosmeticclinic.ca within the applicable return window. Please include your order number, proof of purchase, the item(s) you wish to return or exchange, and the reason for the return request.

Step 2: Receive Return Authorization

We will review your request within 2 business days and will notify you if your return is approved.

Step 3: Package Your Return

Securely pack the product(s) in their original packaging. For voluntary returns, items must be in original, unopened and unused condition.

Step 4: Ship Your Return

Send the package to: 8054 Yonge St. Thornhill, ON, L4J 1W3. We recommend using a trackable shipping method and retaining your proof of postage.

Step 5: Confirmation & Processing

Once received, we will inspect the item(s) and notify you of approval or rejection within 3 business days. Approved exchanges, refunds or store credit will be processed accordingly.

Adverse Reaction (e.g. allergic reaction, skin irritation, redness etc.)

Please note that individual skin reactions vary. While we curate high-quality, medical-grade products, we cannot guarantee that every product will be suitable for all skin types. We recommend performing a patch test before fully incorporating any new product into your skincare routine.

If you experience any adverse reaction (allergic reaction, skin irritation, etc.) from a product purchased at Wilderman Medical Cosmetic Clinic:

  1. Immediately discontinue use of the product.
  2. Contact us by email (see step 1) and describe your symptoms. You may be asked to provide photos of the irritation.
  3. Our skincare specialists will document your concern(s) and provide guidance. We may also notify the manufacturer.
  4. Return the product to our clinic, either in person or by mail, in its original packaging. It must be postmarked within 30 days of the purchase date (see Steps 1–5). Return shipping costs for any reason (including adverse reaction) other than damaged/defective products are the customer’s responsibility.
  5. You may choose a replacement product or store credit equal to the value of the returned item. Store credit or replacement will be issued once the original product has been received and inspected.
  • Returns or exchanges requested after 30 days of the purchase date will not be accepted, regardless of when the reaction occurred.
  • Wilderman Medical Cosmetic Clinic reserves the right to deny returns for Adverse Reactions reported outside the 30-day window or for products that show excessive use (more than 30% of product consumed, as determined upon inspection by our team).

Non-Returnable Items

Opened or used products, final sale items and gift cards are not eligible for return or exchange.

Refunds

To qualify for a full refund, the product must be returned to our clinic, postmarked within 30 days of the purchase date, unopened and in its original packaging. Eligible refunds will be issued to the original payment method within 5 business days. Shipping fees are non-refundable, unless the error is on our part.

Lost or Missing Packages

If a package is lost in transit, we will open an investigation with the courier to determine its status. During this time, we are unable to issue a refund or replacement, as the package may still be delivered. Once the courier confirms the package is lost or is being returned to us, we will promptly issue a refund or send a replacement based on the customer’s preference. If no resolution is provided by the courier within a reasonable timeframe, a refund will be issued.

Policy Changes

Wilderman Medical Cosmetic Clinic reserves the right to update this policy at any time. Updates will be posted on our website with a revised date.

Last update: 05May2026