Refund policy

Returns
Our policy lasts for 30 days. If 30 days have passed since your purchase, we are unfortunately unable to offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in its original packaging.
Certain conditions apply. Restocking fees may apply. Call us to validate.

Non-returnable items:
- Masks
- Gloves
- Protective equipment
- Screening tests
- Gift cards
- Downloadable software

To complete your return, we require a receipt or proof of purchase.
Please do not return your purchase to the manufacturer.

There are certain situations where only partial refunds will be granted (if any):
- Any item that is not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item returned more than 30 days after delivery.
- If your order is a special order that includes custom-made products or products purchased exclusively for you, the refund may not cover all the initial costs of preparing, manufacturing, transporting, purchasing and/or importing the products.
- Certain conditions apply. Restocking fees may apply. Call us to confirm.

Refunds (if applicable)
Once we have received and inspected your return, we will send you an e-mail to inform you that we have received your returned item. We'll also let you know if your refund has been approved or rejected.

If your refund is approved, it will be processed and a credit will automatically be applied to your credit card or original payment method, within a few days.

Late or missing refunds (if applicable)
If you haven't yet received a refund, first check your bank account again.
Then contact your credit card company. It may take some time before your refund is officially recorded.
Then contact your bank. There is often a processing time before the refund is posted.
If you have done all this and still have not received your refund, please contact us at [email protected].

Sale items (if applicable)
Only normal-priced items can be refunded. Unfortunately, sale items cannot be refunded.

Exchanges (where applicable)
We will only replace items if they are faulty or damaged. If you would like to exchange it for the same item, please email us at [email protected ] and send your item to: StopGerms, 2295 Rue de la Métropole, Montreal QC J4G 1E5, Canada.

Shipping
To return your product, you must mail it to: StopGerms, 766 Rue Bériault, Longueuil, QC J4G 1R8, Canada.

You will be responsible for paying your own shipping costs for the return of your item. Shipping charges are non-refundable. If you receive a refund, the return shipping charges will be deducted from your refund.

The delivery time for your exchanged product may vary depending on where you live.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.