Legal and Regulatory | Refund and Returns Policy
Last updated: October 16, 2026
All sales are final. Kleos Health Inc. (“Kleos”) does not accept returns, exchanges or cancellations and does not issue refunds, credits or price adjustments on any product, for any reason. This applies to every product Kleos sells, including cosmetic and skincare products, consumables, kits, medical devices, equipment and accessories, and to every order however it is placed: online, by email, by text message, by telephone, in person, at a trade show or event, through a Kleos sales representative, by paying an invoice or payment link, or by any other method.
This policy forms part of the Kleos Terms and Conditions of Sale. By placing an order or paying for one, you confirm that you have read, understood and accepted it.
Why every sale is final
Kleos sells only to licensed professionals and businesses. Many of our products are temperature-sensitive or are otherwise supplied under controlled conditions from the manufacturer to your door. Once a product leaves Kleos’s control, we cannot verify how it was stored or handled, and it can never be resold to another clinic. Our pricing reflects this policy, and Kleos would not accept any order without it.
Before you order
Please review your product selection, quantities, shipping address and payment details carefully before you place an order or make a payment. Once Kleos has accepted an order, it cannot be changed or cancelled. If you are unsure which product is right for your practice, contact us before ordering and we will be glad to help.
What is not a reason for a return or refund
The following do not entitle you to a return, refund, credit or exchange: change of mind; ordering the wrong product or quantity; over-ordering; a change in your practice, staff, licence or regulatory situation; product expiry after delivery; price changes or promotions after your order; delays in shipping or customs; dissatisfaction with the results obtained by you or your clients; or any use of a product outside its labelling.
Inspection on delivery
Inspect every delivery when it arrives. If you believe the shipment does not match your order in product or quantity, or arrived damaged, email support@kleoshealthcare.com within two (2) business days of delivery with your invoice number, photographs of the outer box, inner packaging and products, and a short description, and keep all packaging. After two business days, the shipment is deemed accepted as conforming to your order.
If Kleos confirms that it shipped the wrong product or a short quantity, Kleos will, at its option, ship the missing or correct product or credit the price paid for it. That is the only remedy for a shipping discrepancy, and nothing in this policy creates any right of return, refund, credit or replacement for any other reason. Claims for loss or damage in transit are against the carrier; Kleos will reasonably assist you with such a claim but is not responsible for it. Any further accommodation that Kleos chooses to offer is a gesture of goodwill, is not an admission of any kind, and does not change this policy for that order or any future order.
Unauthorized returns
Products sent back to Kleos without Kleos’s prior written authorization will be refused or held at your risk and expense, and will not be credited. Kleos may dispose of any unauthorized return after 30 days without liability.
Products delivered before payment, samples, trial and consignment stock
Any product that Kleos delivers before receiving payment in full, including product provided on trial, evaluation, consignment or loan, remains Kleos’s property and is held by you in trust for Kleos. Unless an officer of Kleos has agreed otherwise in writing, it is deemed purchased at Kleos’s then-current list price, and payment is due in full on the earliest of the invoice due date, 30 days after delivery, the date you open, use, resell or otherwise deal with any unit, or written demand by Kleos. Failure to pay for or return such product on request is a breach of the Terms and Conditions of Sale, and Kleos may recover the product or its value by any lawful means, including by charging any payment method you have on file. This does not apply to product that Kleos designates in writing as a no-charge sample.
Medical device warranties
Where a manufacturer provides a written warranty for a medical device, contact us and we will coordinate repair or replacement under that warranty’s terms. A warranty claim does not entitle you to a refund, a return for credit or a replacement outside the manufacturer’s warranty.
Payment disputes and chargebacks
By paying for an order, you authorize the charge and confirm that you have read and accept this policy. If you have any concern about a charge, contact Kleos at support@kleoshealthcare.com before disputing it and allow ten (10) business days for a response. A chargeback, reversal or dispute raised for an order that Kleos has shipped or made available for delivery, on any ground other than a transaction you did not authorize, is a breach of the Terms and Conditions of Sale. If one occurs, the full invoice amount remains owing, you will reimburse the card-network and processor fees Kleos incurs and pay an administrative charge of CAD 150 (USD 110) per disputed transaction, and Kleos will provide this policy, the Terms and Conditions of Sale, your order records, signed documents, communications and proof of delivery to the card issuer, bank or payment provider. Kleos may suspend your account and pursue collection of all amounts owed.
Governing terms and language
This policy is governed by, and must be read with, the Kleos Terms and Conditions of Sale, including their Ontario governing-law and jurisdiction clause. The parties have requested that this policy be drawn up in English; a French version is available at kleoshealthcare.com and was made available before acceptance. Les parties ont exigé que la présente politique soit rédigée en anglais, après avoir pu prendre connaissance de la version française offerte à kleoshealthcare.com.
Questions
Kleos Health Inc. · support@kleoshealthcare.com · +1 (604) 353-5582
Related legal documents: Terms and Conditions of Sale · Refund and Returns Policy · Privacy Policy · Website Terms of Use · Product Use and Regulatory Notice · Version française