Refund policy / Returns

Return & Refund Policy

We gladly accept returns and exchanges to ensure your satisfaction.

Eligible Countries

This policy applies to orders shipped to the United States, Canada, and Australia.

Returns

We accept returns for both defective and non-defective products.

Products may be returned in new or slightly used condition.

Returns must be requested within 60 days of delivery. If you received a damaged item, defective item, or incorrect item and the issue is discovered later, we extend this period to 120 days from the delivery date. Eligible returns receive a full refund.

For orders shipped to the United States and Canada, a prepaid return label is included in the package. If you did not receive your return label, please contact us and we will be happy to email one to you.

For orders shipped to Australia, buyers are responsible for arranging and paying for return shipping back to our facility. Original shipping charges and return shipping costs are non-refundable.

There is no restocking fee for any returns.

Exchanges

We accept exchanges for eligible items. Please contact us within the 30-day window to initiate an exchange.

Return Method

Returns are accepted by mail only.

For United States and Canada orders, please use the prepaid return label included in your package.

For Australia orders, customers must arrange return shipping at their own expense and provide tracking information once the item has been shipped back.

Refund Processing Time

Once your returned item is received and inspected, we will process your refund within 5 business days. Refunds are issued to your original payment method. You will receive an email notification once your refund has been completed.

Warranty or Post-60-Day Returns

If your item develops an issue after the 60-day return period, it may be eligible under our warranty program.

If your item arrived DOA (Dead on Arrival), damaged, or incorrect, we will be happy to provide a replacement or refund. Please notify us within 120 days of purchase.

Please visit our Warranty & Support page or contact support@heavydiagnostic.com for more details.