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 and 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 20% fee will apply to received un-opened machines. This covers shipping, restocking, transaction costs and administration costs.

  1.2 Approved Returns and Return Shipping Deadline

  Receiving approval for a return does not itself constitute approval of a refund. All returns remain subject to the eligibility requirements, conditions, fees, exclusions, and other terms contained in this Return and Refund Policy.

  1.2.1 Return Authorization

  Customers must obtain authorization from HLTH before returning any product.

  Products returned without authorization or contrary to the return instructions provided by HLTH may be refused or may not qualify for a refund.

  If HLTH approves a return and provides the customer with a prepaid return shipping label, the customer must follow the shipping instructions provided with the return authorization.

  1.2.2 Seven-Day Shipping Requirement

  Once a return shipping label has been issued, the customer must tender the return package to the designated shipping carrier within seven (7) calendar days from the date the return label is issued, unless HLTH has approved a different timeframe in writing.

  For purposes of this requirement, the product does not need to be delivered back to HLTH within seven days. The customer must, however, place the return into the possession of the designated carrier within the seven-day period.

  Carrier tracking or other shipping records may be used to determine when the return was tendered to the carrier.

  1.2.3 Failure to Return Within the Required Period

  If the customer fails to ship the approved return within the applicable seven-day period, HLTH may, subject to applicable law:

  • withdraw or cancel the return authorization;
  • close the return request;
  • determine that the return is no longer eligible under this Policy; and/or
  • require the customer to obtain a new return authorization before the product can be returned.

  Any extension of the return period must be approved by HLTH in writing.

  Issuing a return label does not create an indefinite right to return the product at any future date.

  1.2.4 Condition and Inspection of Returned Products

  All returned products remain subject to the return eligibility requirements contained in this Policy.

  HLTH may inspect the returned product before finalizing any refund to confirm, where applicable, that:

  • the correct product was returned;
  • the product is in the condition required under this Policy;
  • all required components, accessories, packaging, and other items have been included;
  • the product does not show signs of use, damage, alteration, or other conditions that would make it ineligible for return; and
  • the return otherwise complies with the terms under which it was authorized.

  Approval to send a product back does not guarantee that the customer will receive a full refund if the returned product does not satisfy the applicable return requirements.

  1.2.5 Refund Processing

  Once an eligible return has been received and, where applicable, inspected and approved, the refund will be processed in accordance with the published Return and Refund Policy.

  To the extent permitted by applicable law and this Policy, any applicable cancellation fees, restocking fees, return or original shipping charges, payment processing fees, or other authorized deductions may be deducted from the amount refunded to the customer.

  Nothing in this section, or elsewhere in this Policy, limits, excludes, or waives any right or remedy available to a customer under applicable consumer protection law that cannot lawfully be waived, restricted, or excluded.

  1.3 Opened or Used Devices (Important Notice)
  Once a device has been opened, powered on and/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

• A refund may be issued if the device is returned unused within 15 days of receipt (a 20% fee will be deducted to cover inspection, 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)
• Un-shipped orders cancelled after 7 days from the time of purchase shall be subject to a 20% late-cancellation fee.
• 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 unshipped orders cancelled after 30 days from the time of purchase.

• 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 and / or un-shipped orders cancelled after 7 days from the date of purchase shall be subject to a 20% late-cancellation fee.
• For shipped orders that meet the refund conditions laid out in section 2.1, a 20% fee will be charged to cover inspection, re-stocking, shipping, transaction, administration costs and resale value loss.

• Health and hygiene regulations
• Internal moisture exposure (hydrogen machines)
• Diode degradation (red-light devices)
• Wear, calibration, or logged usage

• 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 within 7 days from the date of purchase. A 10% fee will apply to cover transaction fees and administration costs.
• The order was cancelled within 30 days from the date of purchase. A 20% late-cancellation fee will apply to cover transaction fees, holding fees and administration costs.

2.6 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.

2.7 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.

2.8 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

2.9 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.

2.10 Order of Precedence

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

• Internal electrical defects
• Mechanical or system malfunctions
• Power failures not caused by user error

• 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.