Return & Refund Policy
Returning Rental Products:
Giving Notice to Return Your Rental Pump or Scale:
When you're ready to return your rental pump or scale, please give approximately 1 week's notice before the next monthly rental payment is due, by phone call, text message, email, or through our online contact form. This helps us to know which rental products are returning next, and to ensure you will not be charged another rental payment. We offer free pick up within Calgary, so after you let us know you’d like to end the rental we'll set a date and time to pick it up from you. If it's easier for you to drop off at our office, please contact us to set a time for drop off. For pick up outside of Calgary, we can set a time and location to meet in Calgary, or we can pick up from your home with a pick-up fee of $10 + GST.
Returning Your Rental Pump within the 1st Two Weeks of a Rental Month:
If you let us know you're done with the pump within the first 2 weeks of any rental month, we'll set a time to pick it up on or before the 2-week mark. For rental breast pumps, our minimum rental length is 2 weeks. Assuming you already paid for the entire rental month, the partial refund will be the difference between the monthly rate and the 2-week rate.
Note: For rental baby scales, our minimum rental length is 1 month.
Preparing Your Rental Pump or Scale for Return:
For rental pumps, the following items must be returned: pump, bottle stand, instruction card, and carrying case with shoulder strap. For rental scales, the following items must be returned: scale, power cord, instructions, carrying case. If any of the above items were not included when you received your rental pump or scale, those items will be noted on the rental agreement.
Please wipe the product and carrying case with a damp cloth, to make our cleaning and sanitizing process easier. If a rental pump or scale is returned in dirty and/or damaged condition, a cleaning and/or repair fee will be charged according to Medela Canada’s current cleaning and repair fees. If a pump or scale requires servicing due to a technical malfunction, the product will be exchanged and serviced by Medela Canada free of charge.
Returning Purchased Products:
If the packaging has not been opened and is still sealed and in original condition, it can be returned for a refund of the price paid for the item (not including any shipping fee). Please note that any cost of shipping to return the item to us in Calgary will be your responsibility.
Please inspect your order upon receipt and contact us immediately if you received the wrong item(s), so that we can evaluate the issue and try to make it right.
For hygiene reasons, breast pumps and related pumping and feeding products cannot be returned or exchanged once the packaging has been opened, since these items cannot be sold to other clients.
Please contact Medela Canada at 1-800-435-8316 regarding any Medela product issues. Medela Canada handles all warranty issues for Medela products.
We will notify you once we’ve received and inspected your return. If approved, your refund will be issued back to your original payment method. Please note that it can sometimes take 2-10 days for your bank or credit card company to process and post the refund. This is outside of our control. If more than 15 business days have passed since we’ve approved your return, please contact us.