Thank you for placing your order with Healincomfort.com, LLC.
We are committed to nothing short of excellence before, during, and even after you receive your merchandise from us. We realize that even though we provide only the best in recovery clothing, you may occasionally find it necessary to return or exchange an item. We understand that sometimes things change. We, too, always do our best proofreading after we hit “Confirm”.
Damaged and Defective items:
PLEASE NOTE that this page covers only items that the customer wants to return of her own volition. If an item arrives damaged or with a defect or other error to which we are at fault, rest assured that we will do everything in our power to repair or replace it at no cost to you, even if it’s an item that is generally non-returnable.
Items Not Eligible for Return
In addition, we also cannot accept:
- Return requests more than 20 days after delivery
- Any item that has been modified or used
- Any item not in its original packaging
- Special orders
- E-gift certificates
Conditions for Return
Most items that we sell may be returned within 20 days of delivery for a refund, minus shipping and restocking fees (where applicable), provided you follow the instructions listed below.
All returns must meet the following conditions:
- You may return most items within 20 days of purchase for a refund* if it is unworn, unwashed or unused and returned in its original packaging with your receipt of purchase
- Clearance and Final Sale items are not eligible for return
- In some cases, including if your item was a gift, you may only be eligible for an exchange or store credit
- You are responsible for the cost of shipping the return
- For further information, please visit our Return Policy below.
Our policy is good for up to 20 days. If 20 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Underwear, panties and bathing suit bottoms are exempt from being returned.
There are certain situations where only partial refunds are granted: (if applicable):
Any item not in its original condition is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
- Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
- Sale items (if applicable):
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
- Exchanges (if applicable):
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us through our contact page to start the exchange process.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will have information about your return.
Charges and Fees
Assuming all conditions are met, we will be able to provide you with a refund, minus shipping fees, and, on some items, restocking fees as well.
All Shipping charges are non-refundable. For orders that received “Free shipping” or if the item was advertised as “Free shipping”, our actual outbound shipping cost of the item will be withheld from your refund amount.
Return shipping costs (of sending the item back to us) are also the responsibility of the customer. (Unless the item is being returned due to our error, manufacturer defects, or damage during shipping, in which case we would send you a prepaid shipping label.)
Why Shipping Fees? Even though you’re giving us back an item that we can resell, the shipping itself is a service that the carrier (UPS, FedEx, or a freight company) has performed and can never get back. Even if an item had “Free Shipping”, that didn’t mean that for your particular item (and generally, “Free shipping” is for the larger items) it cost UPS nothing in gas or manpower to get it to its destination. It means that, out of loyalty to our customers, WE covered that shipping fee. So when a customer returns an item, the amount we paid still has to get deducted.
There is a 25% restocking fee on all accepted refunds that will be deducted from your refund amount.
Why Restocking Fees? Like almost all online retailers, we are sometimes forced to charge a restocking fee. We ship items directly from our manufacturers and suppliers, and the address we give you to return the item is the appropriate manufacturer or supplier. These companies have to employ personnel to accept returns, inspect them to make sure all conditions are met (all the pieces are there, original packaging, no damage, no wear and tear), repair occasional minor damages caused by return shipping (if not large enough to cause them to refuse the item), replace missing hardware, packaging, and instruction manuals, and put the item back in circulation. The manufacturers charge the retailers a fee for this service, which the retailers, ourselves included, have no choice but to pass on to the customer.
- Customers must contact us through our website contact form to initiate a return or exchange. Items returned without prior authorization will not be accepted. The appropriate parties need to know it’s coming.
- For a return to be accepted, the customer must make their request within 20 days of delivery and provide original shipping information and tracking number.
- Items must be returned within 5 days of initiation of request.
- We recommend that you make sure the item is packed properly and that the shipment is insured for its retail value. You should also obtain a valid tracking number. We are not responsible for items that are get lost or damaged on the way from the customer’s address to any of the return facilities.
All returns are subject to inspection. They must be in new, unused, resalable condition and contain all packaging materials. Any item not in its original condition will be deemed unsuitable for resale and will not be accepted for a refund.
NOTE: Returns to our corporate headquarters, listed on the Contact Us page, will not be accepted. You must ship the item to the address we give you in the email. If an item is shipped to our corporate headquarters, we will have to ship it yet again to the appropriate facility, and we will have to deduct yet another shipping charge from your refund.
To exchange an item, you must:
- Request an exchange through our contact form (see above).
- Place a new order for the exchange.
If you would prefer a refund, it will be issued within 30 days after we have received, inspected, and approved the return. We will send your refund via the original payment method that you used to pay for the item.
Any order that the customer cancels after it has been placed, even if the customer has not received the item yet, is subject to regular return policies. The customer must accept delivery, and then contact us to set up a return, as per the instructions above. (This is because most orders begin processing almost immediately, as we can’t hang onto items in case the customer changes his mind and decides she doesn’t want it. If you’ve already placed an order, you have to assume it’s already gone out as we try our best to ship the same day to meet the needs of our customers.)