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Refund policy

It goes without saying that Medical items are different from typical retail goods. Therefore, we comply with health and safety regulations to protect buyers while still being able to support our discounted pricing. Professionals and patients alike depend on the hygienic integrity of the products we sell. We appreciate your patronage and agreement to abide by our Return Policy and hpms.com Terms & Conditions. We understand that an item may not meet your needs or expectations, and we are happy to assist you with returns. Here's how;

Return Instructions

  • Request an RMA at hello@hpms.com for your eligible* return within the 30-day return window.
  • Include the RMA # you were issued on the outside of the return package, not on the product.
  • Ship the item back using your preferred method. We suggest you include tracking for your records. Return costs are the buyer's responsibility. If you need a pre-paid, we can provide that; however, be aware that the cost of the label will be deducted from the amount of your return.
  • We will not refund or replace items lost or damaged in transit back to us. We suggest proof of delivery and insurance as you deem necessary.
  • Allow five (5) business days from receipt of the return for refund processing.

Return Periods & Restocking

  • All items in New, Unused, and Resalable Condition with all original packaging and inserts intact will not incur a restocking fee if returned within the 30-day Return Period.
  • Returns that are not as represented, not in resalable condition, or are without original packaging or inserts may be subject to a 30% or higher restocking fee.
  • Returns beyond our 30-day return policy must be requested in writing and will be considered on a case-by-case basis.

Non-Returnable Items

  • Special Order Items - Any item deemed a "Special Order Item" does not qualify for Free Shipping or In-Store Pickup and is non-returnable, non-discountable, and non-refundable.
  • Final Sale Items
  • Used Items - even if it is only for a short time. We reserve the right to refuse any misrepresented return to obtain a return authorization.
  • ALL supplements, health/herbal products, gels, topical analgesics, lotions, sprays, body washes, and shampoos. Product tampering is a serious concern.
  • Used or worn braces and supports. Contaminants, body lice, fleas, staph, and other serious contagions are spread very easily on the surfaces of these products.
  • Any item removed from factory-sealed packaging, i.e., Bedding, pillows, supports, wedges, foot care, electrodes, bandaging, and sterile goods. No exceptions will be made.
  • Hot/Cold Therapy products are not returnable once heated or frozen/refrigerated.
  • Contaminated therapy putty, inflated therapy balls, eating, bathing, or toileting products
  • Books and DVDs must be returned within 15 days of the original invoice in unused condition.
  • Gift Cards & Gift Certificates

Exchanges

  • We regret that we do not offer exchanges. If you require an alternative item or size, please place a new order directly through our website.

Refusing an Order / Return to Sender

  • Please do not refuse delivery as a means of return. All associated return shipping costs we are assessed on refused or return-to-sender packages will be deducted from any refund due.

Damages, Defects, Missing Parts, or Warranty

  • Damage, defect, or missing items/parts must be reported in writing within five (5) days of delivery to hello@hpms.com. Keep all shipping materials, including packaging, for possible inspection by the carrier. Photos will be requested.

Defects

  • Please report defect claims in writing with images and details within five (5) days of receipt. Established product defects, reported within 30 days of purchase, will be replaced directly to the buyer. Some defect claims, including those claimed beyond 30 days, must be handled directly with the manufacturer.
  • If an item is reported as defective and is returned to us in working condition (not defective), it will be treated as a regular return.
  • Please allow 5-7 business days after we receive all the required documentation (as listed above) to process your defective claim. Keep in mind that we can only proceed with your claim with the necessary documentation, including images and a detailed message.

Extended Holiday Return Period:

  • To make buying gifts for your friends and family easier, we extended our return period to items shipped between November 25th - December 24th. These items may be returned until January 31st of the following year for a refund, subject to our other return guidelines in our return policy.

Gift Cards & Gift Certificates

  • Orders paid for with a Gift Card or Gift Certificate that are returned will be refunded via Store Credit.

Cancelations

  • Please send all cancellation requests to Hello@hpms.com to determine if your order is eligible. After an order has been placed, cancellation is not guaranteed.

Non-Refundable Shipping

  • All shipping charges associated with an order are NON-REFUNDABLE. This includes, but is not limited to, Expedited Shipping, Standard Shipping, and Economy Shipping.
  • Return to Sender / Refusing an order: Any and all associated return shipping costs we assess on refused packages will be deducted from any refund due. Any and all shipping charges related to an order that is returned-to-sender or refused are NON-REFUNDABLE.

INCORRECT SHIPPING ADDRESS 

  • If the customer provides an incorrect delivery address, we are not responsible for delivering the package to the wrong location. We shipped your order to the exact address you provided. Depending on the shipping carrier's policies, you may need to pay additional fees to redirect the package to the correct address, or the package may be returned to the sender. Any and all return shipping charges will be deducted from your total refund.

Other Disclaimers:

We make every effort to ensure that product prices, information, and order totals on our site are correct when an order is placed. The product manufacturer typically provides information about products on our site; however, product packaging, item ingredients, or product materials may differ from what is shown.

We do not make clinical recommendations regarding the appropriateness of any item we sell, offer trial periods, or guarantee therapeutic results. The information herein is for reference only and is not intended to substitute for the advice of your healthcare professional. We discourage buyers from using the information on this site for self-diagnosis or self-treatment and encourage consultation with your healthcare clinician before purchase. We assume no liability for the buyer's choices. Buyers who are self-treating do so at their own risk.

The information, materials, images, and prices on this website are provided for general informational and reference purposes only and are not intended to guarantee prices or be medical advice. All information and prices on this website are subject to change without notice. All discounts or promotional codes are for single use, and these offers cannot be combined, added to, or layered in any one order. While we make every effort to provide you with the most accurate, up-to-date information and prices, occasionally, items on our website may be mispriced.

We reserve the right to refuse to honor any price, discounts, or coupons misapplied by the site logistics and have been deducted in error. We reserve the right to refuse to fill any order or process any incorrectly priced item or total price.