Limited Warranty, Returns and Cancellation Policy
USERS WHO PURCHASED MEMBERSHIPS BETWEEN MAY 22, 2020 - 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 for 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 the final day of your membership term. 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://support.herohealth.com/en/ 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, 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. Returns will be inspected to determine whether 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 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.
USERS WHO PURCHASED MEMBERSHIPS BETWEEN OCTOBER 1st, 2019 - May 22, 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 for 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 the final day of your membership term. If you do not return your Dispenser within this thirty (30)-day period, we will charge you a one-time fee of $300.
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://support.herohealth.com/en/ 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, 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. Returns will be inspected to determine whether 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 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.
CANCELLATION FOR USERS WHO PURCHASED MEMBERSHIPS BEFORE OCTOBER 1st, 2019
You may cancel your membership to the App or Hero Fill 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.
Any cancellation of your membership to the App will be effective at the end of the then-current membership term for which you have paid, and no credits or refunds will be issued with respect to any membership fees you have already paid. Upon cancellation of your membership to the App, you will lose access to the benefits of the plan (including any data in your account) 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. However, you may keep your Dispenser and continue to use the Hero website to program your Dispenser.
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.
FREE RETURN POLICY FOR USERS WHO PURCHASED MEMBERSHIPS BEFORE OCTOBER 1st, 2019
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 FOR USERS WHO PURCHASED MEMBERSHIPS BEFORE OCTOBER 1st, 2019
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 FOR USERS WHO PURCHASED MEMBERSHIPS BEFORE OCTOBER 1st, 2019
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.
