At HelouMed, our priority is ensuring your satisfaction and supporting your swift recovery with the best possible equipment. We understand that sometimes a return or exchange is necessary, and we strive to make the process as straightforward and caring as possible.
1. Returns for Defective Products
If any medical equipment purchased from HelouMed is defective or damaged upon arrival, we sincerely apologize and are committed to resolving the issue immediately.
- Eligibility: Products are eligible for a full refund or replacement if they are proven to be defective in materials or workmanship.
- Process: Please contact our support team within 14 days of receiving your order. We may ask for a brief description of the defect and supporting photos or videos to expedite the process.
- Resolution: Upon confirming the defect, you will be offered a choice of either:
- A full refund to your original payment method.
- A direct replacement of the defective item at no additional cost.
- We will cover all shipping costs associated with returning the defective item and shipping the replacement.
2. Exchanges
We understand that treatment plans and needs can change. We are happy to facilitate exchanges under the following conditions:
- Eligibility: Products can be exchanged for an item of equal or greater value if they are unused, in their original packaging, and in resalable condition.
- Timeframe: Exchange requests must be initiated within 30 days of the original purchase date.
- Non-Exchangeable Items: For hygiene and patient safety, certain items (e.g., braces, compression wear, or personal care items) may not be eligible for exchange if the original seal is broken or the product has been used. This is to ensure the highest standards of Infection Prevention for all our clients.
- Process: To arrange an exchange, please contact us. You will be responsible for the cost of shipping the original item back to HelouMed and the shipping cost for the new item.
How to Initiate a Return or Exchange
To start the process or if you have any questions, please reach out to us with your order number.
- Email: Georgeshelou10@gmail.com
- Phone: 81 272 817
“Care that makes a difference” means we’re here for you every step of the way. If you have any concerns about our equipment, please let us know.
