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Free Returns, Limited Warranty and Cancellation Policy

Limited Warranty, Returns and Cancellation Policy

Effective date: March 27th, 2019

FREE RETURN POLICY

Your Hero device can be returned for free for any reason within 100 days after your purchase. You'll just need to return the Hero device with the original packaging in good condition. Simply contact customer service at support@herohealth.com or call us at 855-855-9962 for to receive your free shipping label so you can return your Hero.

WARRANTY 

The Dispenser and parts are warrantied for one-year from date of delivery against material defect and workmanship. The warranty period begins upon delivery of your Dispenser. 

If you believe that your Dispenser has a defect in materials or workmanship within the warranty period, please contact support@herohealth.com.

LIMITATIONS

The Hero limited warranty does not apply to defects resulting from you, your caregiver or any other individual’s actions, such as mishandling and product abuse, dropping or knocking the product over, improper interfacing, operation outside of design limits, misapplication, improper repair, or unauthorized modification. 

ADDRESSING TECHNICAL ISSUES  

If you have encountered a technical issue with your Dispenser, refer first to the technical troubleshooting content at https://herohealth.com/support for assistance. 

If you are unable to resolve any technical issue, contact Hero at support@herohealth.com. We will work together to resolve your problem as quickly as possible. If we are unable to resolve the issue, Hero may authorize a replacement when the mechanical or technical performance of the Dispenser is determined to warrant replacement under our limited warranty.

REPLACEMENT

If Hero has determined that a replacement is warranted, a return merchandise authorization will be issued, and a return label will be provided. Returns must be packaged per instructions provided by Hero . If the original packaging materials for the Dispenser are no longer available, a replacement set of packaging materials can be provided by Hero . Returns will be inspected to determine whether a warranty claim is valid prior to issuing a replacement. 

Hero does not accept returns without the above conditions being met. It is your responsibility to package your Dispenser appropriately per return packaging instructions provided to avoid shipping damage. If the Dispenser is damaged due to improper packaging, the warranty will be void and the repair will be charged accordingly.

CANCELLATIONS

You may cancel your subscription to the App or Fulfillment Services at any time by contacting Hero at help@herohealth.com or by logging into your account and following the cancellation instructions. Hero requires a reasonable amount of time to process cancellation requests.

For monthly plans, if you cancel your subscription to the App or Fulfillment Services or downgrade to a lower priced subscription plan, you will enjoy your subscription until the expiration of the then-current subscription term for which you have paid, and your subscription benefits will expire at the end of the then-current subscription term. We do not provide partial month refunds or credits. First time monthly subscription purchases may be cancelled for a full refund within the first three days of registering for a subscription plan.

For annual plans, you may cancel your subscription to the App or Fulfillment Services within the first fourteen days of registering for a full refund. Any cancellation after the first fourteen days of registering will be effective at the end of the then-current annual billing period and no credits or refunds will be issued. Your subscription benefits will expire at the end of the then-current annual subscription term. You may opt-out of the automatic renewal for annual subscriptions at any time by contacting help@herohealth.com.

Any fees paid by you prior to your cancellation are nonrefundable (except as expressly permitted otherwise by the Terms of Use), including any fees paid in advance for the billing cycle during which you terminate. Termination of your account shall not relieve you of any obligation to pay any accrued fees or charges. Upon cancellation of your subscription to the App or Fulfillment Services you will lose access to the benefits of the plan and, after a period of time, Hero will delete information and data stored as part of your account in accordance with our current plans and related storage limits.