Once the product reaches the purchaser, Balto USA reserves the right to refuse a full refund. Balto USA will accept returns or requests for refunds for any product within 30 days of receipt of product. Refunds will be processed within three business days of receipt of product and will be issued to the method of payment used at purchase. Keep in mind that refunds can take a 5-10 business days to reflect in your account. Refunds will only be honored if during the initial fitting the product is determined to be a poor fit, function, and/or the product is affecting the health or healing of the patient. Visual inspection may be required.
The brace must be in resale condition to receive a refund. This means that the brace cannot have hair, wear, dirt, and/or no modifications can have been made to the brace. If the packaging is damaged there will be a 10% restocking fee deducted from that product's refund. After we receive the brace back, we will evaluate its condition and then issue a refund. Balto USA does not offer refunds for refusal from your pet to wear the product. If the purchaser simply does not want to use the device for reasons other than described above, Balto USA will not issue a refund.
For supplemental nutritional items that include but not limited to Myos®, Kodiak Naturals, and Pincher® Chews: Returns and exchanges are only available for unopened, sealed products in original packaging.
Balto USA will NOT cover the cost of return shipping. If you are needing to exchange your brace, a return mailing label will be provided for you once your request has been approved. To exchange a product, you will need to place your new order online. Once we receive the return or exchange back, we will evaluate its condition and then issue you a refund. Returns and exchanges must be in resale condition to receive a refund.
If for any reason delivery is confirmed by the carrier and the product cannot be found, a police report must be filed before a replacement is sent. If the product is lost by the carrier, Balto USA will file a claim and a replacement will be sent.
SHIPPING CHARGES ARE NON-REFUNDABLE