Returns and Refund Policy

Thank you for choosing HelioMD. We are committed to ensuring your experience with our premium supplement products is transparent, fair, and protected. The policies outlined below establish your rights, our responsibilities, and the conditions under which returns, refunds, or product exchanges may be requested.

Policy Authority and Modifications
 These terms constitute the complete and binding agreement between HelioMD and our customers regarding returns and refunds. No modifications, alterations, or exceptions to this policy are valid unless expressly authorized in writing by HelioMD management. Verbal agreements, third-party representations, or customer assumptions do not supersede these written terms.

 

1. OFFICIAL COMMUNICATION CHANNELS

1.1 Authorized Contact Information
 All return requests, refund inquiries, and customer support matters must be directed to and will be handled through our authorized email address: contactheliomd@gmail.com

1.2 Communication Exclusivity
 HelioMD conducts all official return and refund correspondence exclusively through contactheliomd@gmail.com. Any communications claiming to represent HelioMD from alternative email addresses, domains, or contact methods are unauthorized and should be disregarded.

1.3 Customer Verification
 For your protection, please verify that all HelioMD correspondence originates from contactheliomd@gmail.com before responding or providing any personal or financial information.

 

2. STANDARD RETURNS POLICY

2.1 Return Authorization Requirement
 We understand that returning a product can be inconvenient, and we want to make the process as smooth as possible for you. To ensure your return is handled properly and reaches the correct facility, all returns must receive prior approval from our customer support team before shipping.

Returns shipped without authorization or to incorrect addresses cannot be processed, which could result in loss of your product and ineligibility for refund. We require this step to protect both you and our ability to serve you effectively.

2.2 Return Eligibility Window
 Standard return requests must be initiated within thirty (30) days of the delivery date. Requests submitted after this period may not qualify for consideration under our standard return policy.

2.3 Qualifying Conditions for Returns
 We accept returns for the following conditions:

Manufacturing Defects
 Products exhibiting quality control issues, seal defects, or manufacturing problems must be reported to contactheliomd@gmail.com within fourteen (14) days of delivery. This timeframe allows us to address the issue promptly and investigate with our manufacturing partners.

Damaged During Transit
 Damage occurring during shipment, including broken seals, crushed packaging, or leaking containers, must be reported within forty-eight (48) hours of receipt. Photographic evidence of the damage is required to process your claim and work with our shipping carriers.

Product Does Not Match Description
 If you receive an incorrect product or the item does not match what was ordered, please contact us immediately so we can correct our error.

Items reported outside these timeframes will be reviewed on a case-by-case basis but may not qualify for standard return processing.

2.4 Return Request Process
 To request a return, please follow these steps:

  1. Email contactheliomd@gmail.com within the applicable timeframe

  2. Include your order number, the item(s) in question, and detailed reason for return

  3. Provide photographic evidence if applicable (damaged items, defects, incorrect products)

  4. Wait for our team to review and approve your request

  5. Follow the return instructions provided, including the authorized return address

We ask for your patience during this process. Returns sent without prior approval will not be processed, and we cannot guarantee their safe arrival or refund eligibility.

2.5 Condition Requirements for Returned Items
 To qualify for a standard refund, returned items should:

  • Include all original accessories and inserts (where applicable)

  • Be returned in original product packaging when possible

  • Show no signs of excessive use beyond initial trial or testing

  • Be in resalable condition unless the return is due to defect or damage

We understand that packaging will be opened for supplement use, but maintaining reasonable condition standards helps us process your return more efficiently.

2.6 Return Shipping Responsibilities
 Customers are responsible for return shipping costs unless the return is due to HelioMD error (incorrect item sent, manufacturing defect, or damage during initial shipment).

For your protection and ours, we strongly recommend:

  • Using a trackable shipping method with confirmation

  • Purchasing appropriate insurance for the product value

  • Packaging items securely to prevent damage during return transit

  • Retaining all tracking information until the return is fully processed

Original shipping fees paid on your order are non-refundable, as these cover the cost of the initial delivery service that was provided.

 

3. REFUND PROCESSING

3.1 Inspection and Processing Timeline
Note: Refunds will only be processed after the returned item has been received at our designated P.O. Box. 

Once we receive your returned item at our facility:

  • Allow three (3) to seven (7) business days for quality inspection and processing

  • Allow two (2) to three (3) additional business days for refund to appear in your account

Total processing time from receipt to account credit is typically 5-10 business days.

3.2 Refund Amount Calculation
 Standard refunds include the product purchase price only. The following are non-refundable:

  • Original shipping and handling fees

  • Expedited shipping upgrades

  • Return shipping costs (unless due to our error)

  • Payment processing fees (in certain circumstances)

3.3 Refund Method
 Refunds will be issued to the original payment method used at checkout. We cannot process refunds to alternative payment methods, accounts, or third parties.

3.4 Refund Confirmation
 You will receive email confirmation at contactheliomd@gmail.com once your return has been inspected, approved, and processed for refund.

3.5 Delayed Refunds
 If your refund has not appeared within the expected timeframe:

  1. Verify the refund was processed by checking your email confirmation

  2. Check your bank or credit card statement again—some institutions take longer to post credits

  3. Contact your financial institution—processing times vary and may add 5-7 business days

  4. If the issue persists, contact us at contactheliomd@gmail.com with your order details and we'll investigate

 

4. PRODUCT EXCHANGES

4.1 Exchange Availability
 We offer product exchanges for:

  • Defective supplements

  • Items damaged during initial shipment

  • Incorrect products sent due to our fulfillment error

  • Size or formulation preferences (subject to availability)

4.2 Exchange Process
 To request an exchange:

  1. Contact contactheliomd@gmail.com with your order number

  2. Specify which product you received and which you'd prefer

  3. Wait for availability confirmation and exchange authorization

  4. Return the original product following our provided instructions

  5. Your replacement will be shipped upon receipt and inspection of the original item

4.3 Exchange Limitations
 Please understand that:

  • Exchanged products cannot be exchanged again

  • Exchanges do not reset or extend the 30-Day Money-Back Guarantee period

  • Exchanged items are covered under standard product terms from the original purchase date

  • We cannot guarantee availability of all products for exchange

  • Exchanges are processed based on current inventory

 

5. ORDER CANCELLATION

5.1 Pre-Shipment Cancellation
 Orders may be canceled without penalty within twelve (12) hours of purchase placement. Contact contactheliomd@gmail.com immediately with your order number and cancellation request.

5.2 Post-Shipment Orders
 Once an order has been processed and shipped, it cannot be canceled. At that point, the order becomes subject to our standard Returns & Refund Policy.

We process and ship orders quickly to ensure you receive your supplements promptly, so please contact us as soon as possible if you need to cancel.

5.3 Cancellation Confirmation
 If your cancellation is approved before shipment, you will receive confirmation via email, and no charges will be processed or a full refund will be issued within 3-5 business days.

 

6. ADDRESS ACCURACY REQUIREMENTS

6.1 Customer Responsibility for Shipping Information
 Accurate delivery depends on accurate information. Customers are responsible for providing a complete, correct, and deliverable shipping address at the time of checkout.

6.2 Undeliverable Orders Due to Address Errors
 If delivery cannot be completed due to:

  • Incorrect, incomplete, or invalid address information

  • Missing apartment, suite, unit, or building numbers

  • Wrong ZIP or postal codes

  • Unresponsive to carrier address verification requests within three (3) business days

The order will be classified as undeliverable due to customer-provided address inaccuracy.

6.3 Costs Associated with Address Errors
 While we understand that mistakes happen, orders that cannot be delivered due to address errors will incur deductions from any refund to recover:

  • Payment processing fees (typically 2.9% + $0.30 per transaction)

  • Outbound shipping costs already incurred

  • Insurance fees (if selected at checkout)

  • Return shipping fees (if the package returns to our facility)

  • Restocking and administrative handling fees

We strongly encourage customers to double-check all shipping information before finalizing checkout to avoid these unnecessary costs and delays.

 

7. PACKAGE DELIVERY ISSUES

7.1 Stolen or Missing Packages After Delivery
 We genuinely understand how frustrating and upsetting it can be when a package is stolen or goes missing after delivery. Package theft is unfortunately an increasingly common problem that affects both customers and businesses.

However, once a shipping carrier confirms delivery to the address you provided at checkout, the package is legally considered received, and HelioMD cannot be held liable for subsequent theft, loss, or disappearance.

7.2 Tracking and Delivery Confirmation
 All HelioMD shipments include tracking and proof of delivery documentation. Once an order shows "delivered" status by the carrier to your provided address, responsibility for the package transfers to the customer.

7.3 Claims After Confirmed Delivery
 Unfortunately, claims of theft, loss, or non-receipt following confirmed delivery are not eligible for refund or replacement under this policy.

7.4 Protecting Your Deliveries
 We encourage all customers to take proactive steps:

  • Provide a secure delivery location at checkout

  • Use workplace or trusted neighbor addresses if home delivery is risky

  • Monitor tracking information closely and plan to be home for delivery

  • Request package holds at carrier facilities if concerned about porch theft

  • Require signature confirmation when offered during checkout

  • Install security cameras, lockboxes, or other theft-prevention measures in high-risk areas

  • Contact your local police department if you suspect theft

7.5 Delivery Issue Reporting Window
 If you suspect a delivery problem or discrepancy, please contact contactheliomd@gmail.com within forty-eight (48) hours of the carrier's delivery confirmation timestamp. This allows us to investigate with the carrier while information is current.

 

8. REFUSED OR REJECTED DELIVERIES

8.1 Understanding Delivery Refusal
 We recognize that circumstances can change after placing an order. However, refusing or rejecting a delivery creates significant operational and financial challenges that affect our ability to serve all customers fairly.

8.2 Refusal Consequences
 Orders that are refused, rejected, or intentionally not accepted at the time of delivery are not eligible for refund. When packages are refused:

  • They may be lost, delayed, or damaged during the carrier's return process

  • We cannot guarantee they will return to our facility

  • Carrier tracking often stops updating once refusal occurs

  • Products may be damaged, discarded, or misrouted by carriers

  • Return timelines can extend to several weeks or more

8.3 No Refund for Unreturned Refused Packages
 If a refused shipment does not successfully return to our warehouse in inspectable, resalable condition, no refund will be issued.

8.4 Alternative to Refusal
 If you need to cancel or modify your order after it has shipped, please:

  • Contact us immediately at contactheliomd@gmail.com

  • Accept the delivery when it arrives

  • Follow our standard return process for proper handling

This approach protects both you and us and ensures a much higher likelihood of successful resolution.

 

9. DISPUTE RESOLUTION & COMMUNICATION REQUIREMENTS

9.1 Our Partnership Approach
 At HelioMD, we view every customer relationship as a partnership built on trust, respect, and open communication. When concerns arise, we are committed to working with you directly to find fair and satisfactory solutions.

9.2 Prompt Reporting for Best Outcomes
 To address your concerns effectively while information is fresh and actionable, we ask that all issues regarding delivery, product quality, or service be reported to contactheliomd@gmail.com within forty-eight (48) hours of receiving your order.

Timely reporting allows us to:

  • Investigate thoroughly with accurate, current information

  • Contact shipping carriers if delivery issues are involved

  • Document and verify product condition claims

  • Provide faster resolutions tailored to your situation

  • Prevent small issues from becoming larger frustrations

9.3 Contact Us Before Initiating Disputes
 We genuinely want to help resolve any problems you experience. Before filing a payment dispute, chargeback, or third-party claim, we respectfully ask that you contact us directly at contactheliomd@gmail.com first.

Direct communication gives us the opportunity to:

  • Fully understand your specific situation and concerns

  • Review your complete order and account history

  • Offer personalized solutions that may exceed standard policy

  • Resolve matters quickly without formal dispute complications

  • Maintain the positive relationship we value with you

The vast majority of customer concerns are resolved satisfactorily through honest, respectful dialogue with our support team.

9.4 Impact of Premature Chargebacks
 While chargebacks serve an important consumer protection role, initiating one without first allowing us to assist can:

  • Prevent us from offering direct help or alternative solutions

  • Result in future purchase restrictions to protect our business

  • Trigger mandatory reporting to fraud prevention networks

  • Generate substantial fees and costs we may need to recover

  • Damage the trust-based relationship that benefits both parties

We sincerely want to avoid these outcomes. Please give us the chance to make things right—we're here to help, and we care about your experience.

9.5 Silent Acceptance After Delivery
 If we do not receive any communication from you within forty-eight (48) hours of delivery confirmation, we will reasonably assume that your order arrived in satisfactory condition and meets your expectations.

After this 48-hour window, eligibility for disputes, chargebacks, or refund claims related to that specific order will no longer be available under this policy.

9.6 Good Faith Collaboration
 By purchasing from HelioMD, you're joining a community that values transparency, integrity, and mutual respect. We ask that you work with us in good faith to resolve any concerns before involving payment processors or external parties.

Your satisfaction and wellness are genuinely important to us, and we're committed to demonstrating that through responsive, compassionate, and professional support.

 

10. RELATIONSHIP TO 30-DAY MONEY-BACK GUARANTEE

10.1 Two Distinct Policies
 This Returns & Refund Policy governs standard product returns, exchanges, and refund processing for issues such as defects, shipping damage, order errors, and general dissatisfaction.

Our separate 30-Day Money-Back Guarantee is a specific satisfaction program that allows customers to try our supplements risk-free with unique terms and documentation requirements.

10.2 Which Policy Applies

  • Standard Returns Policy (this document): Applies to defective products, shipping damage, order errors, and general returns within 30 days

  • 30-Day Money-Back Guarantee: Applies when you've used a product consistently for 30 days and want a satisfaction-based refund

Both policies work together to protect your purchase, but they have different requirements and processes.

10.3 Review Both Policies
 For complete understanding of your rights and options, please review both this Returns & Refund Policy and our separate 30-Day Money-Back Guarantee Policy document.

 

 

11. POLICY INTENT & CUSTOMER ACKNOWLEDGMENT

11.1 Our Commitment to Fairness
 This Returns & Refund Policy is designed to balance customer protection with business sustainability. We strive to be fair, transparent, and reasonable while maintaining the operational integrity needed to continue serving our community with quality supplements and excellent service.

11.2 Customer Agreement
 By completing a purchase with HelioMD, you acknowledge that:

  • You have read and understood this Returns & Refund Policy in full

  • You agree to be bound by these terms and conditions

  • You understand that contactheliomd@gmail.com is the sole authorized channel for all return requests, refund claims, and related customer support

  • You accept responsibility for providing accurate shipping information and monitoring deliveries

  • You agree to contact HelioMD directly before initiating payment disputes or chargebacks

  • You understand these terms cannot be modified except in writing by HelioMD management

 Official Contact: contactheliomd@gmail.com
Website: HelioMD.com

 

Thank you for choosing HelioMD. We appreciate your trust and look forward to supporting your wellness journey with integrity, transparency, and care.