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Free Returns, Limited Warranty and Cancellation Policy

Limited Warranty, Returns and Cancellation Policy

Effective date: July 31, 2020

FREE RETURN POLICY

Purchase of your Hero device is protected by a 30-day money-back guarantee. Your Hero device can be returned for free for any reason within 30 days of activation. 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 to receive your free shipping label so you can return your Hero. 

After you activate your machine, or within 7 days of receiving your machine, whichever comes first, we will begin charging you the monthly membership fee. There is a minimum 12-month commitment if you keep the Hero device after the 30-day trial period. If you decide to return your Hero device after the 30-day trial has ended but before the initial 12-month period has ended, your credit card on file will be automatically charged for the remainder of monthly payments for the 12-month period. After one year, you will be charged month-to-month, and you may cancel your membership at any time with no additional payment obligation.

If you cancel your membership at any time, you must remove your medications from the Dispenser and return the Dispenser to Hero within thirty (30) days after your membership has been cancelled. A return label will be provided, and the Dispenser 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 will be provided by Hero, and the member will be charged for the shipping and handling fees associated with the replacement packaging materials. If you do not return your Dispenser within this thirty (30)-day period, we will charge you a one-time fee of $1,500.

You may opt-out of the automatic renewal for your membership at any time by contacting help@herohealth.com.

Please see our Terms of use and Privacy Policy for more information about termination or cancellation of your membership.

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. Hero will not replace Dispensers with defects resulting from your, your Caregiver or any other individual’s actions, such as mishandling and product abuse, dropping or knocking the Dispenser over, improper interfacing, operation outside of design limits, misapplication, improper repair, use of half pills, non-pill medicines, liquids, and ointments, transport of the Dispenser without the travel bar in place, or unauthorized modification.

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, and the member will be charged for the shipping and handling fees associated with the replacement packaging materials. Returns will be inspected to determine whether a free replacement Dispenser will be provided to you. Hero will determine in its sole discretion whether to send you a free replacement, or to charge you for any damage to the returned Dispenser before sending you 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, you may be charged for the repair in Hero’s sole discretion.

If you purchased Hero prior to July 31, 2020 you can view your policy here.