Canada | Warranty, Credit Applications and Terms of Sale

This document sets forth Otto Bock HealthCare’s warranty time limitation periods by general product category and may not be all-inclusive. Otto Bock HealthCare personnel and customers are advised to refer to the specific warranty materials provided with the product for the applicable warranty terms and conditions for each product. Otto Bock HealthCare reserves the right to change the warranty time limitation periods and warranty terms and conditions at its discretion.

For C-Leg® Warranty details and service requirements, refer to the specific warranty materials provided with the product and during training seminar.

Technical Fabrication and Services limited warranties are separate.

Return Policy

All items being returned to Otto Bock HealthCare Canada require a Return Authorization Number (R.A. #), which is obtained by calling Customer Service at 800.665.3327 (press 1). No returns, including custom fabrication jobs, will be accepted after 60 days. No returns will be accepted without R.A. #. When the customer calls to request R.A. #, the following information will be requested:

• Company Name
• Account number
• Sales order number
• Invoice or purchase order number
• Reason for the return
• Part numbers, description, and quantity for the item(s) being returned.

All Items being returned to Otto Bock HealthCare Canada should be shipped to:
Otto Bock HealthCare Canada
5470 Harvester Road
Burlington, ON L7L 5N5
Tel: 800.665.3327

R.A. #’s may be requested and the item returned within 30 days of purchase. When R.A. # is issued between 0 and 30 days of purchase, no fee applies for items in resalable condition. When the R.A. # is issued between 30 and 60 days of purchase, the customer will be charged a restocking fee of $25 or 25% of the value for each item, whichever is greater. Please note that all products will be evaluated to determine that they are in resalable condition. Products found to be damaged or not in resalable condition in their original package, or products received without an R.A. # will be returned to the customer and credit will not be issued. Account credits of any kind (return goods, overpayments, duplicate payments) are valid and remain on the account only 90 days from the date of issuance; customers must use an account credit within 90 days of the date it was posted to the account or the credit will be removed from the account.

Otto Bock Return Policy-Special Order Products
Otto Bock HealthCare Canada will not provide a credit for any special order items. Special order items are products that are not stocked in our North American operation’s Distribution Centre.