DioLaz Canada Refund, Return, Exchange and Order Cancellation Policy

Effective Date: June 17, 2025

1. Scope and Mandatory Legal Rights

This Policy applies to products and services supplied by DioLaz Canada Inc. (“DioLaz”, “we”, “us” or “our”) within Canada.

Nothing in this Policy excludes, restricts or replaces any right or remedy that cannot lawfully be excluded. Where applicable law gives a purchaser a mandatory cancellation, refund, repair, replacement or other right, that law will apply.

Transaction-specific terms stated in a signed quotation, invoice, sales agreement, financing agreement, Trial Equipment Agreement or other written agreement form part of the transaction. The priority rules in Section 13 apply if documents conflict.

2. Definitions

• Medical and Aesthetic Device or Device means a DioLaz laser, energy-based system, pelvic health system or other professional medical or aesthetic equipment sold as a completed purchase. It does not include Trial Equipment unless the trial unit is later purchased and DioLaz confirms the completed purchase in writing.
• Trial Equipment means equipment temporarily supplied under the DioLaz 5-Day In-Clinic Device Trial Program.
• Medical Skincare Product means an eligible topical skincare product sold by DioLaz.
• Accessory or Replacement Part includes handpieces, probes, treatment heads, tips, lenses, eyewear, cables, pedals, keys, modules, components, consumables and other separately supplied equipment-related items.
• Return Authorization or RA means written authorization issued by DioLaz before an item is returned.
• Business Day means Monday through Friday, excluding statutory holidays observed at DioLaz’s applicable business location.

---

Section A — Purchased Medical and Aesthetic Devices

3. Final-Sale Device Policy

3.1 Final Sale After Order Acceptance

Due to the specialized, high-value, professional-use, hygiene, safety, logistics, installation and regulatory characteristics of Medical and Aesthetic Devices, accepted Device orders are final sale and are not returnable or exchangeable for change of mind.

A Device order is considered accepted when DioLaz confirms acceptance in writing, the purchaser signs the applicable quotation or sales agreement, or DioLaz accepts payment against a final Device invoice, whichever occurs first.

The following do not constitute a product defect and do not create a right to return, exchange or cancel an accepted Device order:

• a change of mind or preference;
• insufficient client demand, revenue or expected return on investment;
• inability to obtain financing, insurance, licensing, permits or operator credentials;
• failure to confirm lawful scope of practice or local facility requirements;
• lack of a qualified operator;
• site, doorway, elevator, floor-access, electrical or room-readiness limitations;
• failure to review the product specifications, generation, configuration or accessories; or
• inability or unwillingness to use the Device after delivery or training.

This final-sale rule does not eliminate remedies for a verified manufacturing defect, transit damage, an incorrect item supplied by DioLaz or any mandatory legal right.

3.2 Purchaser Review Before Acceptance

Before signing or paying, the purchaser must review and confirm the Device model, generation, handpiece or treatment-head configuration, included accessories, purchase price, taxes, delivery address, site requirements, electrical requirements, shipping terms, installation scope, training scope and payment terms.

The final signed quotation, invoice, sales agreement and written order confirmation control the specific Device and services purchased.

3.3 Device Deposits and Down Payments

A Device deposit or down payment is part of the purchase price and is not a Trial security deposit unless the written transaction documents expressly identify it as such.

Unless a signed transaction document expressly states that a Device deposit or down payment is refundable, it becomes non-refundable after the Device order is accepted and DioLaz has allocated, configured, specially sourced or prepared the Device, or has booked or committed carrier, technician, installation, training or travel resources.

Financing approval, a change in the purchaser’s financial circumstances or a decision not to proceed with financing does not by itself create a right to a refund of a Device deposit or down payment.

3.4 Cancellation Requests Before Dispatch

A purchaser may submit a written cancellation request before dispatch. A request is not effective unless DioLaz accepts it in writing.

If DioLaz approves a cancellation before dispatch, DioLaz may refund the portion of the payment not already earned, incurred or irrevocably committed, less actual reasonable and documented non-recoverable costs, including applicable special-order, configuration, carrier, technician, travel, financing or third-party costs, to the extent permitted by law and the transaction documents.

Once a Device has been dispatched, delivered, installed or used, the order cannot be cancelled for change of mind. Refusing delivery, failing to provide access or failing to attend an appointment does not cancel the order.

3.5 Cancellation or Non-Fulfilment by DioLaz

If DioLaz declines or cancels a Device order before fulfilment and does not provide an agreed substitute or rescheduled fulfilment, DioLaz will refund amounts paid for the cancelled Device and unperformed services, subject to the transaction documents and applicable law.

3.6 Defects and Warranty Claims

A quality, performance or manufacturing-defect concern involving a purchased Device is a warranty or technical-support matter and is not an ordinary return request.

The purchaser must stop using the Device where continued use may be unsafe or may cause further damage and must promptly contact customersupport@diolaz.com with the model, serial number, invoice number, description of the issue, error messages, photographs, videos and other information reasonably requested by DioLaz.

Verified covered defects will be addressed under the applicable DioLaz Warranty Policy and transaction documents. Depending on the circumstances, the available remedy may include troubleshooting, repair, replacement of a component, replacement of the Device or another remedy required by law. A reported defect does not automatically entitle the purchaser to a refund.

3.7 Transit Damage, Incorrect Device or Missing Items

The purchaser or authorized representative must inspect the pallet, crate and visible packaging before signing the carrier’s delivery record. Visible punctures, crushing, tilting, water exposure, broken bands, missing pieces or other concerns must be written on the delivery record before signature and photographed from multiple angles.

Visible transit damage, an incorrect Device or a shipment shortage must be reported to customersupport@diolaz.com as soon as possible and, where reasonably possible, within forty-eight (48) hours after delivery. The crate, pallet and all packaging must be retained until DioLaz confirms that they may be discarded.

Where professional installation is scheduled, the Device must remain sealed until DioLaz-authorized personnel arrive, unless DioLaz gives written instructions permitting otherwise.

If DioLaz verifies that it supplied the wrong Device or omitted an item, DioLaz will arrange correction at its expense. If verified transit damage occurred before delivery was completed, DioLaz will coordinate the appropriate carrier claim, inspection, repair, replacement or other remedy.

The forty-eight-hour reporting period applies to delivery condition, shortages and shipment accuracy. It does not shorten the period for reporting a latent defect covered by the applicable Warranty Policy or any mandatory legal right.

3.8 Demo, Display, Open-Box, Refurbished and Special-Order Devices

A Device sold as demo, display, open-box, refurbished, specially configured, specially sourced or special order is final sale once accepted. Any disclosed cosmetic condition does not constitute a defect. Applicable written warranty terms and mandatory legal rights continue to apply.

3.9 Complimentary Purchase Shipping Has No Refundable Cash Value

Complimentary standard shipping included with a completed Device purchase has no separate cash value and does not generate a shipping refund, discount or credit. Return transportation, warranty transportation and non-standard access services are governed by the Shipping and Delivery Policy, Warranty Policy and transaction documents.

---

Section B — 5-Day In-Clinic Device Trial Program

4. Trial Refund Rules

4.1 Trial Transactions Are Separate from Completed Device Purchases

Trial Equipment remains the property of DioLaz unless and until DioLaz confirms a completed purchase in writing. Trial security deposits and mandatory Trial service fees are governed by this Section, the DioLaz 5-Day In-Clinic Device Trial Program Policy and the signed Trial Equipment Agreement.

4.2 Refund of the Trial Security Deposit After an Ordinary Return

If the Participant does not complete a qualifying purchase conversion, the Trial Equipment must be removed and returned through DioLaz-authorized service providers.

After return and final functional, technical, condition and accessory inspection, DioLaz will refund the remaining Trial security deposit, less authorized:

• late fees;
• cleaning or decontamination fees;
• damage, repair or replacement charges;
• loss, theft or missing-item charges;
• recovery, carrier, technician, storage, waiting, redelivery or failed-access costs; and
• other amounts payable under the Trial Program Policy and signed Trial Equipment Agreement.

If an assessment, diagnosis or third-party estimate is required, DioLaz may retain the amount reasonably required to complete the assessment while refunding any undisputed portion. DioLaz will provide a written itemized explanation of deductions.

No restocking fee is charged solely because Trial Equipment is returned at the end of an approved Trial Period. This does not waive any other authorized charge.

4.3 Mandatory Trial Service Fees After an Ordinary Trial Return

The following standard mandatory Trial service fees are not refundable after an ordinary Trial return:

• CAD $800 mandatory round-trip carrier service fee; and
• CAD $1,200 mandatory professional installation and removal service fee.

These fees compensate for reserved and performed logistics, installation, handover, removal, packing and return services. They are separate from the refundable Trial security deposit.

4.4 Conditional Purchase Conversion Benefit

The standard CAD $800 carrier service fee and CAD $1,200 installation and removal service fee, together with the applicable taxes originally collected on those fees, are refundable only after all requirements for a qualifying purchase conversion have been completed.

To qualify, all of the following conditions must be satisfied:

1. The Participant gives DioLaz clear written notice during the active 120-hour Trial Period and no later than the Trial End Time that it elects to purchase and retain the same Trial Equipment.
2. DioLaz receives the written election before any technician, installer, carrier or other service provider has been dispatched for removal or return transportation and before any disconnection, dismantling, packing, removal, collection or return service has begun.
3. DioLaz confirms in writing that the same serial-numbered Trial Equipment is available and approved for sale.
4. The Participant signs all required purchase or financing documents and DioLaz receives the required cleared payment or approved down payment within the deadline specified by DioLaz.
5. The Trial Equipment remains installed at the approved Trial Site, and DioLaz cancels the removal and return services before dispatch or commencement.
6. DioLaz confirms in writing that the purchase conversion is complete.

A timely written election alone does not complete the purchase and does not transfer ownership. The refund becomes available only after the qualifying purchase is completed.

DioLaz may temporarily suspend removal while purchase or financing documents and payment are being completed. This does not extend the Trial Period or authorize continued use after the Trial End Time unless DioLaz expressly confirms otherwise in writing.

4.5 No Service-Fee Refund for a Purchase Decision Made After the Trial

A purchase decision first communicated after the Trial End Time does not qualify for a refund of the CAD $800 carrier service fee or the CAD $1,200 installation and removal service fee.

This remains the case even if:

• the Trial Equipment has not yet been physically removed;
• the Participant later purchases the same Trial Equipment;
• the Participant later purchases another DioLaz Device;
• the removal or return appointment has already been scheduled or dispatched; or
• the Participant requested information, pricing or financing during the Trial Period but did not make a qualifying written purchase election before the Trial End Time.

A verbal statement, request for information, request for a quotation, unsigned document, unanswered message or pending financing inquiry is not a qualifying written purchase election.

4.6 Amounts Excluded from the Purchase Conversion Benefit

The conditional refund is limited to the standard CAD $800 carrier fee and standard CAD $1,200 installation/removal fee actually paid, together with the related tax adjustment.

Non-ground-floor service, stairs, special access, specialized moving equipment, rigging, hoisting, additional labour, waiting, parking, redelivery, storage, additional technician visits, late fees, cleaning, damage, missing-item charges and other non-standard or third-party costs are not refundable under the Purchase Conversion Benefit.

4.7 Application of the Trial Security Deposit to a Purchase

Unless otherwise agreed in writing, the Trial security deposit will be applied toward the purchase price after a qualifying purchase conversion is completed.

Applying the security deposit toward the purchase price is separate from refunding the standard CAD $2,000 Trial service fees. A security deposit applied toward the purchase price will not also be refunded separately.

4.8 Trial Cancellation Before Service

If DioLaz declines or cancels a Trial before carrier, installation or other Trial services are performed, DioLaz will refund the Trial security deposit and amounts collected for unperformed services.

A Participant cancellation or rescheduling request is not effective until accepted by DioLaz in writing. Actual reasonable and documented non-recoverable carrier, technician, travel, scheduling or third-party costs already incurred or committed may be deducted or charged in accordance with the Trial Program Policy and signed Trial Equipment Agreement.

---

Section C — Medical Skincare Products

5. Change-of-Mind Returns

An eligible Medical Skincare Product may be returned for change of mind or ordering error only when all of the following conditions are satisfied:

• the customer requests a Return Authorization within 30 calendar days after delivery;
• the product is unopened, unused and untested;
• all tamper seals, protective seals and safety closures remain intact;
• the product and retail packaging are complete, undamaged and in resaleable condition;
• the product has been stored and handled appropriately after delivery;
• the customer provides proof of purchase; and
• the return follows DioLaz’s written instructions.

The 30-day period is measured from confirmed delivery, not from the order or payment date.

6. Non-Returnable Medical Skincare Products

For hygiene, safety and product-integrity reasons, the following are not returnable:

• opened, used, tested or partially consumed products;
• products with a broken, removed or altered seal;
• products that are damaged after delivery through improper storage, heat, freezing, moisture or contamination;
• samples, testers, complimentary items or promotional gifts;
• clearance or final-sale items that were clearly identified before purchase;
• incomplete kits or bundles; and
• products returned without authorization or outside the approved return period.

A product is not returnable solely because it is unsuitable for an individual’s preference or skin after it has been opened or used. This does not limit remedies for a verified product defect or any mandatory legal right.

7. Damaged, Incorrect or Missing Skincare Products

A Medical Skincare Product that arrives visibly damaged, leaking, incorrect or incomplete must be photographed and reported to customersupport@diolaz.com as soon as possible and, where reasonably possible, within forty-eight (48) hours after delivery.

The customer must retain the item, shipping container, packing materials, labels and all contents while DioLaz reviews the claim.

If DioLaz verifies transit damage, a shipping error or a shortage, DioLaz will arrange an appropriate remedy at no additional cost to the customer. Depending on availability and the circumstances, the remedy may be replacement, completion of the shipment, refund or another remedy required by law.

8. Shipping Costs for Skincare Returns

For an approved change-of-mind or ordering-error return, the customer is responsible for return shipping, tracking and adequate packaging. Original shipping, expedited shipping and special-handling charges are not refundable.

For a verified DioLaz shipping error or verified transit-damage claim requiring a return, DioLaz will provide return instructions and will cover the approved return transportation.

Until an authorized return is received by DioLaz, the customer bears the risk of loss or damage in return transit unless DioLaz arranged and controlled the return carrier.

---

Section D — Accessories, Consumables and Replacement Parts

9. Eligible Accessory and Part Returns

An eligible separately purchased Accessory or Replacement Part may be returned only when the customer requests a Return Authorization within 30 calendar days after delivery and the item is:

• unopened, unused, uninstalled and unconnected;
• complete and in its original undamaged packaging;
• in resaleable condition;
• not specially ordered, specially configured or custom supplied; and
• returned in accordance with DioLaz’s written instructions.

The following are final sale and not returnable for change of mind:

• opened or used handpieces, probes, treatment heads, tips, lenses or client-contact accessories;
• opened protective eyewear or hygiene-sensitive accessories;
• consumables, disposable items and products with broken seals;
• installed, connected or electrically energized parts or modules;
• special-order, custom or specially sourced items;
• clearance or final-sale items identified before purchase; and
• items damaged through installation, misuse, incorrect storage or unauthorized handling.

A defect in an Accessory or Replacement Part must be reported promptly after discovery and will be assessed under the applicable warranty, sales terms and law. Factory-included accessories may be governed by the Device Warranty Policy.

---

Section E — Services, Fees, Promotions and Return Administration

10. Shipping, Installation, Training, Travel and Other Service Fees

Shipping, delivery, installation, removal, training, travel, site assessment, technician, rush, special-access, stair-carry, moving-equipment, waiting, parking, storage, redelivery and other service fees are non-refundable once the applicable service has been performed, dispatched, incurred or irrevocably committed.

If DioLaz accepts a cancellation before a service is performed, DioLaz may refund the unperformed portion less actual reasonable and documented non-recoverable costs.

A missed appointment, unavailable access, unsuitable site, inaccurate access information, unavailable elevator, unprepared room or customer-requested rescheduling may result in non-refundable costs and additional charges.

The only automatic exception for the standard Trial carrier and installation/removal fees is the conditional Purchase Conversion Benefit described in Section 4.

11. Promotions, Bundles, Discounts and Complimentary Items

An eligible return involving a bundle, kit, volume discount, promotional offer or complimentary item must include all components and complimentary items in eligible return condition.

If DioLaz accepts a partial return, the refund may be recalculated using the price that would have applied to the retained items without the returned item. The stated value of an unreturned complimentary item may be deducted from the refund.

Promotional codes, discounts and complimentary shipping have no refundable cash value.

12. Return Authorization and Refund Processing

12.1 Requesting Authorization

Before returning any product, the customer must email customersupport@diolaz.com and provide:

• the purchaser’s legal name and contact information;
• the order, invoice or receipt number;
• the product name, quantity and, where applicable, serial or lot number;
• the reason for the requested return, exchange or refund;
• photographs or videos where damage, defect, shortage or error is alleged; and
• any other information reasonably required to assess eligibility.

DioLaz will issue written return instructions and an RA number if the request is approved. Authorization to send an item back is not final approval of a refund; eligibility is confirmed after inspection.

Unless DioLaz states otherwise in writing, an RA expires ten (10) calendar days after issuance if the approved item has not been handed to the return carrier.

12.2 Unauthorized Returns

Returns sent without written authorization may be refused, held pending instructions or returned to the sender at the sender’s expense.

A purchaser must never independently ship or transport a Medical or Aesthetic Device or Trial Equipment without DioLaz’s written freight, packaging and insurance instructions.

12.3 Inspection

Receipt of a returned item does not guarantee a refund. DioLaz may inspect the item, packaging, seals, serial or lot number, completeness, condition and purchase records.

If an item does not meet the approved return conditions, DioLaz will notify the customer. The item may be returned to the customer at the customer’s expense.

12.4 Refund Amount and Timing

Approved refunds are limited to amounts actually paid for the approved refundable item or service, less authorized deductions. Applicable taxes will be adjusted as required.

Unless a mandatory law requires a different timeframe, DioLaz will normally initiate an approved refund within five (5) Business Days after final inspection, completion of any required assessment and confirmation of the refund amount.

Refunds will normally be issued to the original payment method. Additional processing time imposed by the customer’s bank, card issuer or financial institution may apply after DioLaz initiates the refund.

For a financed purchase, an approved refund or credit will normally be applied to the outstanding account balance in accordance with the financing agreement. A purchaser will not receive both a cash refund and a duplicate reduction of the financed balance. Accrued financing charges are governed by the financing agreement and applicable law.

12.5 Payment Disputes

Customers should contact DioLaz promptly to allow a return, delivery, technical, billing or service concern to be reviewed.

Initiating a payment dispute does not by itself cancel a signed agreement, create a return right, transfer ownership or replace the Return Authorization process. DioLaz may provide the payment provider with relevant invoices, signed agreements, delivery records, tracking, serial numbers, condition reports, inspection records, communications and policy-acceptance records.

Nothing in this section limits a non-waivable right to dispute an unauthorized, duplicate or improperly processed charge.

13. Priority of Terms and Policy Updates

For a specific transaction, a signed quotation, invoice, sales agreement, financing agreement or other transaction-specific document controls to the extent of a direct conflict and to the extent permitted by law.

The DioLaz 5-Day In-Clinic Device Trial Program Policy and signed Trial Equipment Agreement control Trial-specific deposits, deductions, service fees and purchase conversions.

The Warranty Policy controls the assessment and remedy of covered Device defects. The Shipping and Delivery Policy controls shipping scope, delivery access, freight damage procedures and shipping charges.

DioLaz may update this Policy for future orders and transactions. An update will not change a previously confirmed transaction unless the parties agree in writing or applicable law requires otherwise.

14. Contact

DioLaz Canada Inc.
Return, refund, delivery and warranty support: customersupport@diolaz.com
Device sales and Trial inquiries: sales@diolaz.com
Telephone: +1 (825) 986-1320

Do not send a return to any DioLaz address until written return instructions and an RA number have been issued.