RETURN POLICY
Our product is covered by a limited manufacture warranty due to manufacturer’s defect warranty. Products purchased at our company are exchangeable but not refundable.
*All sales are final, no return for refund, but the TENS control unit can be exchanged or replaced per the warranty policy.
******Federal and State laws prohibit the return of any personal care item for reason of hygiene*****
We do not accept used medical device which could be contaminated and will be not resalable to any customers.
For example, if you bought a medicine from pharmacy, if it does not work for your condition, you can not return the rest of medicine to the store as it is not resalable.
The return time frame is 30 days after purchase. All products must be returned in original packaging and must contain all components, accessories and user manuals.For the product return for refund, the shipping fee and 20% restocking fee of the original price are to be cut off the total invoice amount per the returned product condition (in original sealed /opened/not used condition) . All returns must be approved with a RMA number. The RMA # must be marked clearly on the returned carton and the number is valid for 7 business days from the date of issue. The return package must be shipped out within 7 business days. If the package was not shipped out on time, we may refuse to accept the return package. The return package must include the following items and information:
• The RMA # (Please email us at support@healthmateforever.com or call us at 888-860-7788 to get your RMA number)
• All items, components, accessories, and user manuals
• Return information sheet (Order #/receipt #, name, email, phone number, RMA number, return reason).
• Returns must include the "Return & Replacement Form." Please print the form and put it into your return package. Click Here to fill your form.
Customer service team will process the refund within 2-3 business days after they receive the return package. We do not take responsibility for the late refund due to incomplete return package information.
Returns will not be accepted on items that are:
• Missing or invalid order ID, or receipt #.
• Clearance or Dent & Scratch items or other special items
• Returned more than 30 days after delivery
• Returned without authorization
Note: *All sales are final, no return for refund, but the TENS control unit can be exchanged or replaced per the above policy. *
You can register your warranty online, or you can fill out the warranty information form and mail it to our company:
Service Department
Healthmate International, LLC
11100 W 82nd St, Lenexa KS 66214
How to contact us for trouble shooting before replacement?
As we have a high volume of phone calls, you may have to remain in a queue and wait for our customer service representatives to respond. You can also go to www.HealthmateForever.com and click on Contact Us and fill in the contact form with brief description of the issue you are encountering. Our CSRs will assist you with trouble shooting before we send you instruction on how to return for replacement.
If there is any manufacture defective issue or operating issue with your device, please contact our customer service by calling the toll free 888-860-7788, or sending email to support@healthmateforever.com. The customer service representative will verify the order information and warranty information with you and walk you through troubleshooting steps first. If the issue cannot be solved by troubleshooting, the customer service representative will provide the replacement instruction and the RP#/EX#.
You need to fill out the form “Replacement/Exchange Information Form”, which includes RP#/EX#, order ID, Model #/Item name. customer name, shipping address, phone #, email, and reason. The RP#/EX# must be marked clearly on the returned carton and the number is valid for 7 business days from the date of issue. The defective unit must be shipped out within 7 business days. If the unit was not shipped out on time, we may refuse to accept the replacement.
The return package must include the following items and information:
• Malfunctional/ Nonworking control unit and/or wire connector (we typically do not need the box, pads etc. but please have them ready in case. Our service department may request to have these materials sent as well)
• Copy of your receipt showing the date, vendor, and amount paid or order ID #.
• A brief note describing the reason for return.
• Return shipping address, phone number and email address.
• A check for $19.95 payable to Healthmate International, LLC to cover the processing and handling fee.
OR
• RP#/EX#
• The defective unit and any accessories we require to send back
• The “Replacement/Exchange Information Form”
• A check for $19.95 payable to Healthmate International, LLC to cover the processing and handling fee.
When a defect arises and a valid claim is received, a new unit will be sent to you if it is not salvageable. If the old model was discontinued, a new unit with equivalent value or more will be sent to you.
It takes 2-3 business days to test and exam the returned unit and process the replacement unit. The replacement may delay if there is any missing or invalid information in the returned package.The color of the replacement unit may vary. If the defective unit is discontinued, we may replace it with a new unit with equivalent value or more.
How is the malfunctioning unit replaced if it is a valid claim?
If the returned unit is worn out or damaged, we will NOT provide a free replacement unit. The customer service representative will contact you if the returned unit is not eligible for a free replacement unit. You need to buy another device, or you can pay half of the original price you paid to get a new replacement unit.
