Returns and Exchanges

How Do I Return Something?

It is important to contact Customer Care at info@healiohealth.com In your e-mail, please reference your Invoice number (your "Order ID" appears in your email confirmation email) and the reason for your return.

Reasons for Return:

• Dissatisfaction (please explain)
• Incorrect item shipped (a Prepaid UPS return shipping label will automatically be sent to you via UPS driver and the order will re-ship via 2-Day Air)
• Shipping damage
• Other (please explain)

A customer care specialist will respond promptly with a return confirmation message and RA number. Normal business hours for customer service are 8am-4pm EST Monday-Friday, please allow 1-2 business days for an email reply. Healiohealth employees observe all major holidays. Healiohealth will be closed on Dec. 25, 26th, and Jan. 1st to allow employees to observe the upcoming holidays with their families. We will process shipments and reply to emails on the follwing 3 business days. Thank you.

Note: For your return you MUST receive a Return Authorization (RA) number and return instructions from Healiohealth.com. All unauthorized returns are subject to a 15% restocking fee.
"Undeliverable" or "Refused by Recipient" shipments are considered unauthorized returns and therefore subject of the same restocking fee and an administrative charge. Outgoing shipping is re-charged in the case of a reship.

Where Do I Ship My Return?

Please ship all returns to the address below. Be sure to use a trackable shipping method, and insure the merchandise for your protection while it is in transit.

Ship To:

HealioHealth.com
Attn: Returns RA#: _________
1340 Home Avenue Bldg. A
Akron, Ohio 44310 Please refer to your tracking information for the status of the returned package. Refunds take approximately 3 weeks to process once the item is received in our Akron, OH warehouse (1-866-623-7246 Mon-Fri 8am-4pm EST).

Return Conditions

You may return any product to our Akron, Ohio warehouse within 30 days of receipt/delivery for a refund**. Note: Original outgoing shipping fees will not be refunded if a product is returned. If the original order received free outgoing shipping, weight-based UPS Ground shipping costs will be deducted from the refund.

Healiohealth's 30-Day Money Back Guarantee is subject to the following restrictions:

• All products must be returned in the original condition including packaging, documentation, warranty cards, manuals and accessories. All returns must be accompanied by a unique Return Authorization number or will be charged a 15% restocking fee. Merchandise returned in used condition (as determined by our warehouse manager) will be returned at the buyer's cost.
• Certain hardware items and qualifying custom/special orders may only be returned for replacement and not for refund.
• All returns must be shipped freight prepaid from a US address unless instructed otherwise.
• For sanitary reasons, we are unable to accept returns or exchanges of custom-made products, opened skincare products, hygiene, or oral products. Bedwetting detection products, Glucose Monitoring systems, and Erectile Dysfunction kits are non-returnable due to the nature of the products. Worn Shoes and Custom Insoles will not be accepted for return under any circumstances unless defective. Used Magnetic Pillows are not returnable. Used Magnetic Mattress pads are returnable for store credit only. Japanese Toe Stretchers are not returnable under any circumstances.
• **Restocking fees automatically apply to the following products when returned in new condition: Lasers, Saunas, Wheelchairs, All-Stim, Hydrotherapy devices, high-end durable medical equipment, and Aupuncture devices.
  
  If the item is returned within 10 days of receipt, a 5% restock fee will automatically apply.
  
  If the product is returned witin 20 days of receipt, a 10% restock fee will automatically apply.
  
  If a product is returned within 30 days of receipt, a 15% restock fee will automatically apply.
  
  
  
• All products in the "Home Health Care Product" category returned at any time are subjuect to a 20% restocking fee. Any products listed above that are returned in new condition without a valid RA# will automatically be charged a 20% restocking fee. Weight-based UPS Ground shipping fees on the original outgoing shipment will automatically be deducted from the refund in addition to the mandatory restocking fee. No exceptions.
  
  Notes :
  1. We can refund shipping costs only if the return is a result of our error. Warehouse employees work hard to promptly process orders within 1-2 business days (Mon-Fri). NOTE: Same-day shipping IS NOT a guaranteed service for ANY orders, including Overnite packages., but can be requested if the order is placed before 1PM EST Mon-Fri. We will do our best to service your needs, but please allow 1-2 business days for your order to process before it ships.
  2. As manufacturers sometimes update their products, the photos we show on our website are not guaranteed to exactly match the product and Healiohealth.com cannot take responsibility for slight differences or color variations.

Return Conditions(Diabetic Shoes)

Shoes should be tried on indoors to insure proper fit. Shoes worn outside or those that show any signs of wear will not be accepted for return under any circumstances. No exceptions. Returned unpainted diabetic shoes are subject to a 5% restocking fee. Return shipping charges are the customer's responsiblity.


Fashion Diabetic Shoes Policy: Hand painted shoes cannot be returned or exchanged due to the individual customization. It is the customer's responsibility to verify that the unpainted shoe fits before sending the shoes to our artist for painting. Shipping instructions are automatically emailed to the customer upon receipt of the order. Outgoing shipping costs to the artist are the customer's responsibility. Healiohealth is not responsible for small differences between the pictured design and the finished product.

 

Damaged Goods

Damaged or short shipments should be reported within 5 days of receipt. Damage to a shipping container must be noted with the carrier at time of delivery. Please report damaged merchandise by calling UPS at 1-800-PICK-UPS (1-800-742-5877).

If a shipment arrives damaged:

• Note any damage on the delivery bill and have the driver sign it, acknowledging the damage.
• Contact Healiohealth.com customer service at shipping@healiohealth.com to start processing an insurance claim
• Your damaged item will be replaced immediately at no cost to you.

If damage is not obvious at time of delivery:

• Call UPS to initiate a report for the damaged merchandise. Then contact Healiohealth.com customer service at shipping@healiohealth.com within 5 days of delivery
• Save the container and merchandise for inspection by UPS.
• Your damaged item will be replaced immediately at no cost to you.

Product Warranty

After the first 30 days of the invoice, all returns and replacements must be handled directly with the manufacturer. Manufacturer's warranties vary by product category.

For Healiohealth warrantied items it is the customer's responsibility for all shipping charges on replacement devices. The customer must provide proof-of- purchase by referencing a valid "ORDER ID"/receipt number. This information is located above the date on the order confirmation email. No exceptions.