Returns | HLC

Stuff you Need to Know

FAQs – Return & Refund policy

Do you offer a Satisfaction Guarantee?

Yes, we do. If you are disappointed in any way with a product you ordered, and are able to explain/show why and ship it back to us at your expense, we will replace it or refund your money – as long as the product is in saleable condition. Simply follow the return process below and return the item within thirty (30) days of the date of purchase.

I received product that is damaged or defective, what now?

Notify us within five (5) days of receiving the product, we will exchange the defective product promptly without charge to you - and please note, we are pretty sticky about the five (5) day limit here, as we need time from our side, to get and test your replacement product.

How does your return process work?  

It may be a little complicated perhaps, (you should have seen our admin guys sweating over this one!) but we do everything in our power to ensure that everything runs smoothly, and the outcome is good for you! 

  • Just call our Customer Service (844) 858-0025 or send an email to [email protected], stating the following:

    • full name, shipping address, phone number and email address

    • sales order/invoice number

    • reason for return

    • what you would like to have done once we receive the product, e.g., exchange, refund, credit.

    • NB: request an RMA number

  • Once you receive your RMA number:

    • wrap item in sturdy outer wrap or carton (do not apply shipping labels or write anything on the original packaging of the product)

    • write your RMA number, the HLC address and your return address on the outer cover or carton

    • the choice of shipping company is yours, please obtain a shipping label with tracking number for your own records, to track in case it goes missing.

    • ship the product and allow ten (10) days for HLC to receive the items (timing depends on which carrier and level of service you chose for your product return) 

  • Within 24 hours of delivery to HLC:

    • The item will be signed for and inspected

    • if you have requested an exchange, we will implement the process immediately

    • if you have requested a refund, a credit memo will be processed, reflecting re-stocking fees if applicable, with a copy being sent to you

    • your credit card will be credited with the refund

Who pays shipping for a return?  

We will carry the cost if you returned because of damage or defect – but in all other cases, you will need to pay for shipping back to HLC.

How much time do I have to request a return and return the product?

The request and the receipt of products by HLC must take place within thirty (30) days from date of purchase.

What is saleable condition?

  • Item is as NEW

  • Item has never been assembled

  • Item has never been modified in anyway

  • Item has never been used

  • Item has never been exposed to pet hair, perfume or smoke

  • Item is not soiled or stained

  • Item has not been damaged is any way

  • The original product packaging:

    • has not been damaged in any way

    • has not been removed or disposed of (e.g. labels and belly bands removed)

    • the original packaging has not been defaced by shipping labels

    • the product's inner packing is intact and the product is packed the same way it was received

  • Item is received by us within thirty (30) days of purchase

Which items are non returnable under the satisfaction guarantee?

  • For health/hygiene reasons, we do not accept intimate products (anything that comes into close contact with the human body) for return, including:

    • neck pillows 

    • eye pillows

    • cushions

    • bolsters

    • mats

    • blocks

    • socks & stockings

    • supports, splints & braces

    • massagers & vibrators

    • undergarments

    • pelvic health items

  • Items not in a saleable condition

  • Items used on a movie or TV production set

  • Clearance items

  • Items that have been marked Non-Returnable or Final sale on the website

  • Custom or special orders

  • International orders

When are restocking fees charged?

  • 20% of the product cost or a minimum of $15 will be charged for items:

    • that were shipped out free

    • received in a non-saleable condition

    • returned due to incorrect address information provided

    • not claimed, refused or not signed for at point of destination

    • received after thirty (30) days from date of order.

    • not collected after ten (10) days of scheduled pickup from warehouse

  • Incidental costs that are incurred for the return of the item will be charged for in full, over and above the stocking fee above, examples listed below.

    • customs and brokerage fees

    • shipping charges for return of the item

    • items that have been returned and are lost in transit

    • $25 fee plus re routing charges for address change (while in transit) corrections - applies only to UPS shipped products