Items needing to be returned to HealPRO must be posted back to our Spring Mountain address. HealPRO will cover the return postage cost if there is a fault within the first 60 days of purchase.

Eligibility for Refunds and Exchanges

• Refund Consideration: Refunds and exchanges at HealPRO are determined on a case-by-case basis, taking into account the specifics of each request.
• Manufacturing Faults: If a product is found to have a manufacturing fault, we will offer a replacement for the faulty parts or, at our discretion, replace the whole panel. Our aim is to ensure that you enjoy our panels without compromise.
• Return Postage: In cases where the return is due to reasons other than manufacturing faults, the customer is responsible for the postage costs of returning the item. It is essential that returns are pre-approved by HealPRO to be eligible for a refund or exchange. Returns sent without approval will not be returned and a new panel or refund will not be provided.

How to Request a Refund or Exchange

1. Contact Us: Reach out to our customer service team via email at info@healpro.com.au. Please provide your order number, details of the product issue, and whether you're seeking a refund, repair or exchange.
2. Approval Process: Our team will review your request to determine the eligibility based on the nature of the issue and our refund policy guidelines.
3. Return Instructions: Once your return request is approved, we will provide you with detailed instructions on how to return the product to us. Please note, the product should be returned in its original condition and packaging where possible.
4. Processing: Upon receiving the returned item, we will inspect it and process your refund or exchange as per our policy. Please allow a certain number of days for the transaction to be completed.

Additional Information

• Time Frame: The request for a refund or exchange must be made within 60 days of purchase.
• Condition of Items: Products must be returned in their original condition, including any packaging and tags. Products that have been used, altered, or damaged by the customer will not be eligible for a refund or exchange.
• Proof of Purchase: Keep your receipt or online order confirmation as proof of purchase. This will be required to process your request.

We value your support and are committed to providing high-quality red light panels. Should you have any further questions regarding our refund policy or need assistance with a product, please do not hesitate to contact us.

In the unlikely event your item has been damaged in transit to you, we expect you will see clear signs. If your box looks damaged, please document the following before opening.
1. Take several clear photos of the postage label including the tracking number.
2. Take photos of any relevant damage to the outer packaging of your product.
3. Inspect your product for damage. If the box is damaged but the product is in perfect condition, the box has done its job.
4. If your product has clear signs of damage, DO NOT USE IT, contact us immediately via email.

Please be sure to include photos of the following:

• Shipping label with the tracking number and all other details clearly visible
• The outer packaging and any visible signs of damage
• The visible signs of damage on your product
• We ask that you lodge a report with the relevant postage company from your end after sending us all of the above photos and information.

5. If your product is not working but has no visible signs of damage, follow all steps above and contact us immediately within 24 hours of delivery.
*All items are life tested before they are sent and delivered using insured and tracked postage methods.

Signs of physical damage, abuse, moisture, or excess soiling will impact your warranty. Physically damaged items are generally not considered to be under warranty.

*Please note that once an item has been posted, a 15% restocking fee will apply to all approved returns/refunds. Postage costs and return postage costs are non refundable.