At ĀLow Mobile Physio, we are committed to providing high-quality physiotherapy, rehabilitation, and wellness products. We take care to ensure that all products are inspected and packaged appropriately before shipment.

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Please review our Return & Exchange Policy carefully before making a purchase.

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1. All Sales Are Final

All purchases made through the ĀLow Mobile Physio online store are considered final sale.

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We do not accept returns, exchanges, or refunds for change of mind, incorrect purchases, personal preferences, or products that are no longer needed.

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Exceptions may be made for products that arrive damaged or defective, as outlined below, or where otherwise required by applicable law.

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2. Damaged or Defective Products

If your order arrives damaged or defective, please contact us within 7 calendar days of receiving your order.

 

To submit a claim, email ashleigh@alowphysio.com with the following information:

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• Your full name and order number

• A brief description of the damage or defect

• Clear photographs showing the damaged or defective product

• Clear photographs of the original packaging, including any visible shipping damage

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Please retain the product and its original packaging until your claim has been reviewed.

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We reserve the right to request additional information or photographs to assess the issue.

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Once your claim has been reviewed, we will determine an appropriate resolution, which may include a replacement, exchange, or refund, depending on the circumstances, product availability, and applicable consumer protection laws.

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Claims submitted after the 7-day reporting period may not qualify under our standard damaged or defective product procedure. This does not limit any rights or remedies available under applicable law.​

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3. Non-Returnable and Non-Exchangeable Products

For hygiene, health, and product safety reasons, the following items are considered final sale and are not eligible for voluntary returns or exchanges:

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• Physiotherapy and rehabilitation accessories

• Massage balls, lacrosse balls, and similar therapy tools

• Personal wellness and recovery products

• Opened, used, or tampered-with products

• Products purchased during promotions, sales, or clearance events

• Digital gift cards and e-gift cards

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These restrictions do not apply where a return, refund, replacement, or other remedy is required by law.​

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4. Gift Cards

All gift card and e-gift card purchases are final sale.

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Gift cards cannot be returned, exchanged, or redeemed for cash, except where required by law.

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Gift cards are non-refundable once purchased, subject to applicable consumer protection requirements.

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Gift cards must be used in accordance with the terms and conditions provided at the time of purchase.

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Gift cards issued by ĀLow Mobile Physio do not expire unless an expiry is expressly permitted by applicable law.

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5. Unauthorized Returns

Customers must contact ĀLow Mobile Physio and receive return authorization before sending any product back.

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Products returned without prior authorization may be refused.

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Please do not send items to our business or mailing address without first receiving written return instructions.

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Where a return is authorized because of a confirmed product defect or shipping damage, we will provide instructions regarding the next steps, including any applicable return shipping arrangements.

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6. Incorrect Use or Product Damage

ĀLow Mobile Physio is not responsible for damage resulting from misuse, improper handling, unauthorized modifications, failure to follow product instructions, or normal wear and tear.

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Products must be used according to their intended purpose and any instructions or safety information supplied by the manufacturer.

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Nothing in this section excludes or limits liability or consumer rights that cannot legally be excluded.

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7. Refund Processing

If a refund is approved, it will generally be issued to the original payment method.

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Processing times may vary depending on the payment provider or financial institution.

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Where an exchange or replacement is approved, availability and shipping arrangements will be communicated directly to the customer.​​

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8. Order and Shipping Concerns

Customers are encouraged to review their order details, including their shipping address and selected products, before completing checkout.

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If you believe you have received an incorrect item or your order is incomplete, please contact us at ashleigh@alowphysio.com within 7 calendar days of delivery, including your order number and relevant photographs where applicable.

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We will review the issue and determine an appropriate resolution in accordance with applicable law.

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9. Consumer Rights

This policy is intended to comply with applicable consumer protection laws in British Columbia and Canada.

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Nothing in this policy limits, excludes, or overrides any statutory rights or remedies available to customers, including rights relating to defective goods, misrepresented products, or other circumstances where a refund or remedy is required by law.

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10. Contact Us

For questions about this policy or to report a damaged or defective product, please contact:

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ĀLow Mobile Physio

Email: ashleigh@alowphysio.com

Website: https://www.alowphysio.com/

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Please include your order number and a description of your concern so we can assist you efficiently.