A - TERMS

Net 30 days, from invoice date upon approval of credit application by Essity Canada Inc.

B – PRICES AND TAXES

Prices appearing in the published Canadian price lists do not include any taxes; these will be added at the time of invoicing where applicable. Prices and information contained in any Essity Canada Inc. price lists are subject to change without notice.

C - ORDERS

Our Customer Service can receive orders 24 hours per day through our voice message service: Telephone: 1-877-978-5526, by Fax: 1-877-978-9703 or electronically by email at: ca.customerservice@essity.com. Customer service hours are Monday through Friday: 8h30 – 17h00 EST.

D - DELIVERY DATES

Essity Canada Inc. will endeavor to respect any specified delivery date or delay. However, delivery dates are not guaranteed. Essity Canada Inc. will not be in any way responsible for any indemnity, penalty, damages, diminution of price nor will the sales contract be susceptible to modification, revision or cancellation because of any delay or failure in the delivery of any product sold or any part thereof.

E - TRANSPORTATION

Essity Canada Inc. will select the carrier based on a combination of service quality and cost. If the Customer wishes to select a specific transporter, the shipment will be sent collect.

F - MINIMUM ORDER

• Shipping/handling charges will be at Essity Canada Inc. expense on orders totaling $200.00 and over. Any assortment of products listed within any current Essity Canada Inc. Canadian price list can be included to make up the order total value. For orders less than $200.00, there will be a $30.00 shipping/handling charge added to your invoice.

• EXCEPTIONS: (1) for orders less than $200.00 comprised of JOBST® compression ready-to-wear products only, a $10.00 shipping/handling charge will be added to your invoice; (2) unless stipulated on a contract.

G - GOODS LOST IN TRANSIT

Claims for non-delivery must be submitted to Essity Canada Inc. within thirty (30) days from date of invoice.

H - DAMAGED GOODS OR SHORTAGE

• The carrier’s delivery slip should be signed accordingly, indicating damage or shortage.

• Essity Canada Inc. must be notified within 24 hours of receipt of merchandise to arrange for inspection of damaged goods. Damaged goods must be retained by the Customer for this purpose.

• Following inspection, damaged goods must be returned to Essity Canada Inc. who will advise which carrier to use for this purpose. A credit will then be issued.

• Failure to comply with these requirements could result in Essity Canada Inc. not assuming any liability for the resultant losses.

I - RETURN POLICY (please see Custom Terms and Conditions)

In all cases, customers wishing to return merchandise must obtain a Return Authorization (RA) number from Essity Canada Inc. by contacting the Customer Service at 1-877-978-5526. Products returned without authorization will not be credited.

• Goods returned due to a possible manufacturing defect must be reported within 30 days from date of invoice. If reported after the 30-day delay, a proof of purchase may be required.

• Goods returned due to a Essity Canada Inc. error will be fully credited. Essity Canada Inc. must be notified within 30 days from date of invoice.

• Goods returned due to a customer error, customer overstock/inventory “surplus” or slow moving, will be subject to a restocking charge up to 15% and must be returned within 90 days from date of invoice. Credit will be issued subject to a restocking charge up to 15%. If a replacement order greater than the value of the return is placed at the time of the return, the restocking charge will be void.

• All returns must be in original Essity Canada Inc. unit of measure and in saleable condition. No partial units of measure will be accepted for return.

• The following will not be accepted for return: expired goods, obsolete or otherwise non-saleable merchandise, items showing visible sign of wear, merchandise not in standard Essity Canada Inc. packaging or purchased through anyone other than Essity Canada Inc.

• Credit will be issued only after the merchandise has been received and determined to be in saleable condition.

SHIPPING INSTRUCTIONS FOR RETURNS

All authorized returns will be freight prepaid by Essity Canada Inc. and shipped back to the Essity Canada Inc. Distribution Center:
Essity Canada Inc.
c/o UPS-SCS (Warehouse)
4150-B1 Mainway
Burlington, ON
Canada L7L 0A6

The Return Authorization (RA) number must be clearly identified on the outside of the parcel. Essity Canada Inc. will indicate preference of carrier when issuing authorization.

USE OF PATIENT MEASUREMENTS

If a patient changes his/her medical supply provider and requires a new custom-made compression garment, they are allowed to request a release of their measurements for use at a different facility if necessary. If the patient has current measurements prior to changing facilities, Essity Canada Inc. will process the order at the discretion of the new fitter. Any custom-made garment ordered, using the measurements of a prior fitter, cannot be guaranteed for fit. If this compression garment does not fit, the new fitter must re-measure and order a new garment for his/her patient. It is the suggestion of Essity Canada Inc. that all patients be re-measured subsequent to changing medical supply providers.

RETURN POLICY

JOBST® Elvarex®, JOBST® Elvarex® Soft, JOBST® Elvarex® Plus, JOBST® Custom Seamless Soft, and JOBST® Bellavar® garments must be returned for replacement due to manufacturing defect or material flaws. In addition, two free of charge replacements will be allotted within 45 days of confirmed delivery of parcel carrier for reasons other than manufacturing or material flaws such as adjustments to measurements, any changes to options or styles and changes in compression. This applies to the first and second replacements of the initial order only. For each additional replacement for changes to the garment, a full price fee will apply. It is only required to return a garment if there is a defect, complaint or problem that has been alleged. If defects are not being alleged to the product and the return is being made based on other factors, then it may not be necessary to return the garment back. Essity Canada Inc. reserves the right to amend this policy as it deems appropriate and at any time.

JOBST® Custom Seamed, JOBST® FarrowWrap®, JOBST® Relax and JOBST® JoViPak® garments must be returned for replacement due to manufacturing defect or material flaws. In addition, one free of charge replacement will be allotted within 45 days of confirmation delivery of parcel carrier for reasons other than manufacturing or material flaws such as adjustments to measurements, any changes to options or styles and changes in compression. This applies to the first replacement of the initial order only. For each additional replacement for changes to the garment, a full price fee will apply. It is only required to return a garment if there is a defect, complaint or problem that has been alleged. If defects are not being alleged to the product and the return is being made based on other factors, then it may not be necessary to return the garment back. Essity Canada Inc. reserves the right to amend this policy as it deems appropriate and at any time.

MANUFACTURING WARRANTY POLICY

JOBST® Custom Seamed products, JOBST® JoViPak® JoViJackets, JOBST® PitPaks and JOBST® JOBST® Box Finger Gloves have a 3 month manufacturing defect warranty. If a manufacturing defect is present, Essity Canada Inc. reserves the right to insist on a full evaluation of the garment to confirm that a defect is present before replacing the product or issuing credit for the initial purchase.
JOBST® Elvarex®, JOBST®Elvarex® Soft, JOBST® Custom Seamless Soft, JOBST® Bellavar®, JOBST® FarrowWrap®, JOBST® Relax, and Bellisse® products have a six month manufacturing defect warranty. If a manufacturing defect is present, Essity Canada Inc. reserves the right to insist on a full evaluation of the garment to confirm that a defect is present before replacing the product or issuing credit for the initial purchase.
JOBST® JoViPak® products made with Polartec® Power Dry® have a one year manufacturing defect warranty. This warranty for all JOBST® custom products does not cover the garments for normal “wear and tear”, abnormal care and use, where it can be shown that donning instructions have not been followed correctly, or when there has been an error in completing the appropriate order form(s). Essity Canada Inc. will not offer full credit for custom compression garments that are returned, however, if a JOBST® garment should be returned for another JOBST® brand of custom-made garments, then a credit will be considered for the original garment amount when the order for the new brand selection is processed.
A Return Authorization is required for all custom compression returns.
No credit will be given for orders that are returned outside of the manufacturing warranty period.

MANUFACTURING WARRANTY PERIODS

1 year after shipment: JOBST® JoViPak® (Made with Polartec® Power Dry®)
6 months after shipment: JOBST® Elvarex® JOBST® Elvarex® Soft JOBST® Elvarex® Plus ® Elvarex® Soft JOBST® Elvarex® Plus JOBST® Custom Seamless Soft JOBST® Bellavar® JOBST® FarrowWrap® JOBST® JoViPak® JOBST® Relax Bellisse®
3 months after shipment: JOBST® Custom Seamed JOBST® JoViPak® JoViJackets JOBST® JoViPak® Box Finger Gloves JOBST® PitPaks

ALTERATIONS & REPAIRS

Essity Canada Inc. also offers a limited amount of alterations that can be done to existing JOBST® Elvarex®, Elvarex Soft®, Custom Seamless Soft, Bellavar®, Custom Seamed, FarrowWrap® and JoViPak® garments. Consult with your customer service representative for alteration options that are available. Essity Canada Inc. will not alter or repair a garment if the cause is due to wear and tear. Additionally, the garment must be in “like new” condition to receive an alteration. Any chargeable options that are added to the existing garment will be invoiced accordingly. All JoViPak® Custom Garments are eligible for one free reduction alteration within the first year of ownership.

GENERAL ACKNOWLEDGEMENT

In the case of a warranty claim or question, please contact Essity Canada Inc. and ask to speak to a representative of the specific brand of garment in question for assistance and clarification.

LIMITATIONS OF WARRANTY

Warranty:
Essity Canada Inc. (Seller) warrants that the JOBST® brand custom-made products are manufactured and function in accordance with the Seller’s ratings and specifications. All products are to be inspected fully by the Buyer and all obvious non-conformities reported to the Seller immediately. The Seller, upon being satisfied of the existence of such non-conformity for which it is liable, will correct the same by either servicing, replacement or credit. The foregoing shall be Buyer’s sole and exclusive remedies. The warranties set forth apply to both original and replacement Products.
No Informal Warranties:
Any advice, information or suggestions given by Seller to Buyer in regard to the application or use of the Products are not warranties unless given in writing and designated specifically by Seller as warranties. Statements made in Seller’s general advertising or printed materials do not constitute warranties. Samples are not warranted as conforming to Seller’s ratings and specifications, nor is any warranty made that Products conform to any sample, unless Seller specifically so warrants in writing. Seller makes no warranty that any Product delivered under this Contract is identical in nature or quality to any Product previously sold or delivered to Buyer.
Warranty Exclusions:
THE FOREGOING WARRANTIES SHALL BE IN LIEU OF ALL OTHER WARRANTIES AND THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR PURPOSE AND OTHERWISE, EXPRESS OR IMPLIED, ARE EXCLUDED.
Return or Destruction:
No products shall be returned or destroyed without Seller’s prior consent.

RETURNING GARMENTS

Essity Canada Inc. requires a Return Authorization before returning any custom-made compression garment. This authorization may be obtained by contacting Customer Service at (877) 978-5526.
NOTE: Custom product Return Authorizations are valid for 45 days. After 45 days, the original Return Authorization will be void. The Return Authorization number must appear on the outside of the package for the product to be returned to the below address. All custom garments that are returned to Essity Canada Inc. must be laundered and in a sanitary condition in order to receive credit or replacement. Garments sent unlaundered will be returned to sender without inspection due to biohazard concerns and no credit or replacement will be issued in these instances.

Return Address for Custom-Made Products:

Essity Canada Inc.
1275 North Service Road West, Suite 800
Oakville, ON L6M 3G4