HME E-Store Return Policy

HME’s E-Commerce team is available to assist you in selecting the product most suitable for your specific needs, to reduce the chances that you’ll need to return the product. If a product does not meet your needs, please contact our E-Commerce Team immediately to determine if the product can be returned.

Returns due to shipping damage 

Please inspect your product upon delivery to ensure that no damage has occurred during the shipping process. If the product you received was damaged during shipping, or you received the incorrect product, please contact HME’s E-Commerce Team via email at onlineorders@hmebc.com within 24 hours of delivery. We will arrange for the item to be repaired or replaced.

General Returns

Not all items can be returned; please contact HME’s E-Commerce Team to discuss the specific item you have purchased.

For items that can be returned, the following conditions may apply: please contact HME’s E-Commerce Team to discuss your individual product.

• A re-stocking fee may apply.
• The customer must return the unused product with all components and in its original packaging. 
• The customer is responsible for the cost of return shipping.
• Outgoing freight charges and delivery service fees are not refundable.

General Return Windows

For returnable items, all return requests must be received by HME’s E-Commerce team within 10 days of receipt of the product. 

Return Exclusions

The following items are not returnable:

• All custom items, including all custom-sized, custom colour or custom-ordered products
• All Bathroom Safety Products for hygienic reasons
• All Seating Products for hygienic reasons
• Slings for hygienic reasons
• Mattresses for hygienic reasons
• Parts

Return Process

Within 10 days of receipt of a product eligible for return, you may request a return by the following process:

1. Send an email to onlineorders@hmebc.com to request a Return Authorization with the following information:
   1. Your Name 
   2. Phone Number
   3. Your Order Number
   4. The Product you are requesting a return for
   5. The Date You Received the item
2. If your item is returnable, you will receive a Return Authorization from HME’s E-Commerce Team. Please enclose this Authroization with your return.
3. Return the Product to HME’s Warehouse within 14 days.
4. Once received by HME’s Team, the product will be inspected for damage and signs of use. No refund will be issued if damage or signs of use are found. If refused for return, you will be contacted by HME’s E-Commerce Team; you can decide to have the item shipped back to you (at your cost).
5. If the item is approved for return after inspection, you will be refunded onto your original form of payment minus any re-stocking fees.

PLEASE NOTE: All returned products require a Return Authorization from HME’s E-Commerce Team. Returns received without this number will not be credited. 

Return Shipping
Return freight is the customer’s responsibility. We will be happy to help you determine which shipping method to use when you request your Return Authorization. We highly recommend insuring larger items for their retail value to protect against shipping damage.

Please be sure to carefully follow all return-shipping instructions that are included with your Return Authorization. 

If an item is returned to the wrong address, HME reserves the right to charge for any additional shipping fees associated with shipping the item to the correct location.

Cancelled Orders
All orders cancelled after the item has shipped are subject to all standard return policies.

Credits
Once your return is received and accepted, your refund will be credited back to your original payment method. Please allow up to 4 weeks for your credit to be issued. 

If your item is defective or was damaged in shipping, please contact HME’s E-Commerce team within 24 hours of receipt at 604-385-5529 or email us at onlineorders@hmebc.com. We will arrange for the item to be repaired or replaced.