HLTH-Shop Return, Refund & Warranty Policy

Effective Date: March 1, 2026

At HLTH-Shop, our priority is delivering high-quality, safe, and fully functional wellness equipment. Due to the technical, hygienic, and regulatory nature of hydrogen therapy and red-light therapy devices, special handling and strict policies apply.

This policy explains how returns, refunds, replacements, and warranties are handled.

1. Return Eligibility for Devices

1.1 Unopened & Unused Devices

Devices may be returned within 15 days of delivery only if all of the following conditions are met:

  • Product is unused

  • Product remains in original, sealed packaging

  • All accessories, manuals, cables, and components are included

  • No damage to the device or packaging

Returns that fail to meet all criteria will not be approved. *NOTE that a 10% fee will apply for Un-Shipped machines and a  20% fee will apply to received un-opened machines. cover shipping, restocking, transaction costs and administration costs.

1.2 Opened or Used Devices (Important Notice)

Once a device has been opened, powered on, or used, it is not eligible for return due to:

  • Hygiene and safety standards

  • Risk of contamination (moisture, vapor, inhalation components)

  • Regulatory compliance requirements

  • Calibration changes or device wear

Limited Exception

An exception may be considered only if:

  • The device malfunctions within 7 days of delivery, and

  • The issue is confirmed as a manufacturer defect after troubleshooting with Support

If approved:

  • A replacement device or replacement parts will be issued (no refunds)

  • The original unit must be returned with all accessories and in good condition

2. Refund Types

2.1 Refund (Strict Conditions):

  • A refund may be issued if the device is returned unused within 15 days of receipt (a 20% fee will be deducted to cover re-stocking, shipping, transaction and administration costs).
  • A refund may be issued if the order is cancelled within 7 days from the time of purchase (a 10% fee will be deducted for transaction and administration)
  • A refund may be issued if the wrong item was shipped.
  • A refund may be issued if the device arrived severely damaged, verified by photos or video at unboxing.
  • No refunds on used machines. Used machines within warranty period must follow the return policy.
  • No refunds on orders cancelled after 7 days from the time of purchase.
  • Orders cancelled after 7 days from the time of purchase shall be subject to a 20% cancellation fee.

Refund deduction fees applicable to all orders:

  • For orders cancelled within 24 hours from the time of purchase, no cancellation fee will be charged, but payment processor transaction fees will be deducted. This is a fee which is not retained by our company in any way and as such will not be included in the total refund amount.
  • For un-shipped orders cancelled within 7 days from the time of purchase, a 10% cancellation fee will be charged to cover transaction fees and administration costs.
  • For shipped orders that meet the refund conditions laid out in section 2.1, a 20% fee will be charged to cover inspection, testing, sanitization, transaction fees, administration costs and resale value loss.
  • For shipped and / or un-shipped orders cancelled after 7 days from the date of purchase shall be subject to a 20% cancellation fee.

2.2 Partial Refund (Open-Box Restocking Fee)

If packaging has been opened but the device is unused:

  • A 20% restocking fee will apply
     This fee covers inspection, testing, sanitization,  transaction fees, administration costs and resale value loss.

2.3 No Refund for Used Devices

Devices that have been used are not eligible for refunds due to:

  • Health and hygiene regulations

  • Internal moisture exposure (hydrogen machines)

  • Diode degradation (red-light devices)

  • Wear, calibration, or logged usage

2.4 Refunds on Un-shipped Machines

A refund may be issued if:

  • The order was cancelled within 24 hours from the time of purchase. Payment processor fees will be deducted from the full amount.
  • The order was cancelled no later than 7 days from the date of purchase. A 10% fee will apply to cover transaction fees and administration costs.

2.5 Special Promotions; Webinar & Custom Fulfillment Orders

Notwithstanding any other provision of this Policy, purchases made pursuant to Promotional Offers are governed strictly by the terms presented at the time of the offer.

The standard return policy applies only where the purchase strictly complies with all stated Promotional Offer terms, including pricing, timelines, and delivery conditions.

2.6 Custom Fulfillment Orders

Any request by the customer to modify or deviate from Promotional Offer terms—including, without limitation:

  • Expedited processing
  • Accelerated shipping
  • Priority inventory allocation
  • Delivery outside stated timelines

shall constitute a Custom Fulfillment Order.

2.7 Final Sale Terms

All Custom Fulfillment Orders are:

  • Final sale
  • Non-cancellable
  • Non-refundable
  • Excluded from all return policies

By requesting or accepting such modifications, the customer expressly acknowledges and agrees that:

  • The order is fulfilled on a priority and exception basis
  • Inventory may be reallocated outside standard operations
  • The purchase is not eligible for return, refund, or cancellation

2.8 Disputes & Chargebacks

By completing a purchase under a Promotional Offer or Custom Fulfillment Order, the customer agrees:

  • Not to initiate or pursue any chargeback, dispute, or payment reversal on the basis of return eligibility, fulfillment timing, or agreed terms
  • That doing so in contradiction of this Policy constitutes a breach of these terms

In the event of a dispute, this Policy and all supporting documentation (including communications and proof of request) will be relied upon as evidence.

2.9 Order of Precedence

In the event of any conflict between this Section and any other part of this Policy, this Section shall prevail.

3. Warranty Coverage

All devices include a 12-month manufacturer warranty, covering:

  • Internal electrical defects

  • Mechanical or system malfunctions

  • Power failures not caused by user error

Warranty Exclusions

Warranty does not cover:

  • User-caused damage

  • Incorrect setup or misuse

  • Water damage

  • Unauthorized repairs or modifications

  • Physical damage (drops, impacts)

  • Use of non-approved accessories or water types

4. Return Shipping

4.1 Company-Paid Return Shipping

HLTH-Shop covers return shipping only if:

  • The wrong item was shipped

  • The device is confirmed defective within 7 days

4.2 Customer-Paid Return Shipping

Customers are responsible for return shipping if:

  • They change their mind

  • They ordered the wrong model

  • The item is opened but unused

All returns must be:

  • Packed in original packaging

  • Properly protected

  • Shipped with tracking and insurance

5. Order Cancellation Policy

5.1 Before Shipment

  • Orders may be canceled within 24 hours of purchase for a full refund, minus transaction fees.
  • For unshipped order cancellations and refund requests received after 24 hours of purchase, a 10% fee will apply to cover transaction and administration fees.
  • Orders may not be canceled after 7 days from the date of purchase.

5.2 After Shipment

  • Once an order ships, it cannot be canceled and must follow the return policy.

6. Inspection & Testing of Returns

All returned devices undergo inspection, including:

  • Electrical performance testing

  • Hydrogen output or diode verification

  • Signs of usage, tampering, or moisture

  • Usage logs (if applicable)

Refunds or replacements are issued only after inspection approval.

7. Common Customer Scenarios

  • “The device doesn’t work”
     → Troubleshooting required; replacements issued for verified defects

  • Used device return request
     → Denied; warranty support offered

  • Damage on arrival
     → Must be reported within 48 hours with proof

  • Opened but unused device
     → Partial refund or store credit offered

  • “No results” claims
     → Education, guidance, warranty support; no refunds

  • Customer-caused damage
     → Refund denied; repair quote provided

  • Upgrade request
     → Discounted upgrade or trade-in option (if eligible)

8. Fraud Prevention Measures

To protect all parties:

  • Used devices are not refunded

  • Serial numbers must match

  • Excessive claims may trigger inspection

  • Return labels expire after 7 days

🌍 International Orders Policy

1. Final Sale Policy

All international ( Outside Canada and the U.S) orders are final and non-refundable, including:

  • Change of mind

  • Wrong model selection

  • Opened or used devices

  • Customs delays

2. Defective-on-Arrival (DOA)

Replacements are provided if:

  • Reported within 48 hours

  • Photos/videos of damage and serial number are submitted

Customers may be responsible for customs fees on replacements.

3. Shipping Issues

  • Lost shipments: If an order has been marked as delivered or shipped but has not been received, the following steps apply:
  1. Customer Reporting Requirement
     The customer must promptly report the missing shipment directly to the shipping courier and open a formal claim with the courier company.

  2. Claim Verification
     Once a claim has been opened, the customer must provide confirmation and any relevant documentation (claim number, written acknowledgment, etc.) to our team.

  3. Investigation Process
     The courier will conduct an investigation into the shipment. This process typically takes 2–3 weeks, depending on the carrier.

  4. Replacement or Resolution
     A replacement order will only be issued once the courier has:

    • Confirmed the shipment is lost, and

    • Approved or closed the claim accordingly.

  5. Company-Initiated Claims
     In some cases, we may initiate the claim directly with the courier on the customer’s behalf. However, the customer’s cooperation and verification (including confirmation of non-receipt and supporting details) will still be required.
  • Once replacement issued after courier confirmation and approval

  • Customs delays: Customer responsibility

4. International Warranty

Includes internal defects only.
Excludes misuse, water damage, voltage issues, or wear.

Warranty repairs may require shipping to the U.S. (customer pays inbound; HLTH-Shop pays return shipping).

5. Duties & Taxes

Customers are responsible for all import duties, VAT, and customs fees.

6. Address Accuracy

Incorrect addresses may result in loss or re-shipping fees.

7. Shipping Eligibility

HLTH-Shop reserves the right to refuse shipments to regions with safety or compliance risks.

📌 Decision Authority

Supervisors can approve refunds (within Refund Policy framework)

All refund requests outside framework must be approved by Team Leadership

  • Refund approvals

  • Restocking fees

  • Store credits

  • Final refund decisions

  • Returns & replacements

  • Technical verification

  • Warranty handling

  • Evidence review

Processing refunds must be done by supervisors or client relation support, or Operations Manager

All decisions are final and policy-based.

📌 Human Error Resolution Policy

If an error occurs on HLTH-Shop’s side (missing items, incorrect shipment, system error):

  • We take full responsibility

  • Resolution occurs within 24–48 hours

  • Replacement, correction, or compensation may be offered

Verification may be required. Abuse protections apply.

Our Promise

We are committed to:

  • Clear communication

  • Fair enforcement

  • Fast resolution

  • Customer safety and product integrity

Thank you for trusting HLTH-Shop.