We offer a 30-day return policy. You may request a return in writing within 30 days of receiving your item. Please note, however, certain items cannot be returned or canceled once an order has been placed, as outlined in the exceptions below.
Return Eligibility
To be eligible for a return, (i) the item must be in its original condition—unused, unworn, with all original tags and packaging intact, and (ii) a valid receipt or proof of purchase must be provided.
Damaged or Incorrect Items
Any items received damaged or incorrect will be promptly replaced or corrected at Hero LifeCare’s expense upon return and verification. Please inspect your order carefully upon delivery. To be eligible for a return due to damage or fulfillment error, you must notify us in writing within five (5) days of receipt by emailing returns@herolifecare.com. If reported within this timeframe and the return is approved, we will reimburse your return shipping costs following confirmation of the issue. Please note that claims submitted after five (5) days of delivery may not be eligible for return or refund.
How to Initiate a Return
To initiate a return, contact us at returns@herolifecare.com. Return packages should be sent to:
Hero LifeCare Inc.
1240 Oronoque Road
Milford, CT 06461
If your return is approved, we will send a return shipping label and instructions. Customers are responsible for return shipping costs. However, if the return is due to a verified defect or error, we will reimburse the shipping cost. Note: Items sent back without prior approval will not be accepted.
Exceptions
Non-Returnable Items: Unless the item is damaged or defective, or the return is due to a shipping error caused by Hero LifeCare, the following items are non-returnable and non-refundable:
- Perishable goods or items with expiration dates
- Personal care items (e.g., beauty products or consumables)
- Oxygen-related products, including the R15 Emergency Oxygen Device, all hyperbaric chambers, and all Water Rescue Drones
- Custom products (e.g. special orders)
- All prescriptive products, including, but not limited to:
- Venowave
- Oxygen concentrators
- Auvi-Q (epinephrine)
- Sale items and gift cards
Non-Cancelable Items: In addition, the following items cannot be canceled once an order is placed:
- R15 Emergency Oxygen Device
- Hyperbaric Chambers
- Water Rescue Drones
For questions about a specific item, please contact us at (800) 256-7970 or support@herolifecare.com.
Refunds
Once we receive and inspect your return, we will notify you of the refund status and if approved:
- A refund will be issued to your original payment method within 7 business days
- Please allow additional time for your bank or credit card provider to process and post the refund
If more than 10 business days have passed since your refund was approved, please contact us at support@herolifecare.com.
Questions About Returns
If you have any questions regarding your return, please provide your order number as follows:
- Call us at (203) 516-3350 , or
- Email us at returns@herolifecare.com