Return Policy & Warranty Information

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.

Return Policy

Due to enhanced infection control practices, and in accordance with guidance from Health Canada related to COVID 19, HME is no longer accepting returns of any products purchased. All items are final sale and may not be restocked or returned

Returns will be accepted within 5 days following the purchase of the item. Returns must be accompanied with the original receipt as well as the credit/debit card slip. All returns must be in their original packaging and condition. Returns are at the discretion of management and may be subject to 25% restocking fee.

The following items are final sale and cannot be returned:

  • All bathroom related Items are final sale for hygienic reasons.
  • All mobility equipment
  • All furniture (Beds and accessories, Mattresses, Lift Chairs, etc.) and fabric items (Cushions, Slings, Belts etc.)
  • All Incontinence and Compression Therapy products are Final Sale
  • All parts
  • All stairlifts and vertical lifts

Products on Order

  • For elevating products (i.e.: stairlifts) the deposit is not refundable for custom orders
  • For mobility products, the deposit is non refundable.

Warranty Information

Vertical Platform Lift Warranty

  • Bruno’s Gold Warranty is two years for major components and parts.
  • HME includes 6 month warranty on labour from date of installation.  
  • Batteries subject to 30 day warranty.

Starlift Warranty

  • Bruno’s Gold Defect Warranty period is lifetime for major components and two years on parts including memory board.
  • HME includes 6 month warranty on labour from date of installation.
  • HME Batteries subject to 30 day warranty
  • Warranty does not include shifts in unit over time or batteries on call/send remotes.
  • Unit maintenance not included in warranty. Annual maintenance checks every 12 months are recommended for optimal system use to avoid such unit issues as squeaking rollers which occurs over time, refer to Platinum warranty (if purchased) for coverage on this. Failure to have regular service calls every 12 months (which is kept in HME service log) may result in manufacturer’s warranty being voided. High noise such as squeaking rollers is a result of use, and can be dealt with by the owner using the owners manual (or service fee is charged by HME to service unit).
  • Batteries typically need to be replaced once a year for optimal use.
  • If the weight limit of the unit is exceeded, damages will apply not covered by warranty.
  • The HME service team is available for servicing between the hours of 8am-4pm Monday through Friday, please call for appointments through central office.
  • Please note we do not have a stairlift buyback program.

Ceiling Lift Warranty

  • The ARJO manufacturer warranty includes one year warranty on all ceiling lifts and components for parts
  • HME includes a 6 month warranty on labour from date of installation.
  • The warranty is limited to manufacturer defects, not damage by customer.
  • Servicing is not included of the unit. It is highly recommended (and required by WorksafeBC) to have your lift maintained annually.
  • Once the warranty is expired, all parts/service calls are to be billed at standard rates. A minimum service call is applied for all visits.
  • Batteries subject to 3 month warranty.

HME Rehab Equipment Warranty

  • HME provides a best fit guarantee for 90 days (i.e. seat-to-floor height changes or backrest adjustments, but does not include product substitutions); any sizing adjustments performed after 90 days from delivery date will be subject to standard service fees.
  • HME honours warranty on parts and components as per manufacturer’s warranty periods.
  • HME includes a 6 month warranty on labour from date of delivery.
  • Repairing equipment for normal wear and tear is not covered under warranty (i.e.: worn tires, flat tires, or loose brakes or bolts).
  • Damages caused by misuse, abuse, accidents, or negligence are not covered under warranty.
  • Flat tires are not warranty items, and may be subject to a service call.
  • Warranty is non-transferable
  • Repairs, modifications, alterations or other services not related to a manufacturers defect will be charged.
  • Batteries are covered under warranty for 30 days.
  • Please refer to manufacturer’s website for more information on product warranty.