Refund policy
Return & Refund Policy
Effective Date: October 2, 2026
1. Overview
At Healthy Body HQ, we want customers to feel confident when purchasing from us. This Return & Refund Policy outlines the requirements and procedures for cancellations, returns, refunds, and exchanges for orders placed through shophealthybodyhq.com.
Because many of our products are large, heavy, and shipped by freight, additional return requirements and costs may apply.
2. Order Cancellations
- Orders may be cancelled within 24 hours of purchase for a full refund, provided the order has not entered processing or shipment.
- Once an order has entered processing or has been shipped, cancellation may no longer be possible and the order will be subject to the applicable return policy.
3. Return Request Window
- Return requests must be submitted within 30 days of the delivery date.
- Return requests submitted after this period may not qualify for a return or refund.
4. Return Eligibility Conditions
To be eligible for a return, the following conditions must be met:
- The product must be unused, uninstalled, and unassembled.
- The product must be returned in its original packaging, including all accessories, manuals, parts, and components.
- The product must be in resalable condition and free from damage, wear, or signs of use.
- A Return Merchandise Authorization (RMA) must be approved by Healthy Body HQ before the product is returned.
Returns that do not meet these requirements may be refused or may be subject to additional fees.
5. Freight & Return Summary
- Returns & Restocking: Eligible products may be returned within 30 days of delivery, provided they are unused, uninstalled, and returned in their original packaging. Approved returns are subject to a 20% restocking fee, and original shipping and freight charges are non-refundable.
- Return Shipping: Due to the size and weight of our products, customers are responsible for arranging and covering the cost of return freight unless the product arrived damaged or was confirmed to be defective.
- Inspect Your Shipment: For heavy or oversized freight deliveries, please inspect the shipment carefully upon arrival. Any visible damage should be documented and noted on the carrier’s delivery receipt before signing for the delivery.
6. How to Initiate a Return (RMA Process)
To request a return:
- Email support@shophealthybodyhq.com with your order number and reason for the return.
- Our team will review your request and provide a Return Merchandise Authorization (RMA) if the return is approved.
- Once approved, carefully package the product and follow the return instructions provided by our team.
- For freight shipments, customers are responsible for arranging the appropriate return freight service unless the return is due to a confirmed defect, damage, or error on our part.
Do not ship an item back without receiving an approved RMA.
7. Restocking & Non-Refundable Fees
- Approved returns are subject to a 20% restocking fee.
- Original shipping and freight charges are non-refundable.
- Customers are responsible for return freight costs unless the product arrived damaged, defective, or was shipped incorrectly.
- Refused deliveries that are not the result of damage or an error by Healthy Body HQ may be subject to return freight, handling, restocking, or other applicable charges.
8. Refund Processing Timeline
Once the returned product has been received and inspected:
- Approved refunds are generally processed within 3–10 business days.
- Refunds are issued to the original payment method.
- Your financial institution may require additional time for the refund to appear in your account.
- 9. Damaged, Defective, or Incorrect Items
If your product arrives damaged, defective, or incorrect:
- Notify us within 14 days of delivery.
- Provide photos or video showing the product and any visible damage or defect.
- Keep the original packaging and shipping materials until the issue has been resolved.
- We will review the issue and, where applicable, arrange a replacement, repair, or refund in accordance with the circumstances.
For freight deliveries, visible damage should be documented and noted on the carrier’s delivery receipt before signing for the shipment.
Do not return a damaged or defective product without contacting us first.
10. Non-Returnable Items
The following products are generally not eligible for return:
- Custom or made-to-order products
- Products that have been used, assembled, or installed
- Products missing original packaging, accessories, or components
- Items marked as Final Sale
- Products that are damaged after delivery due to improper use, installation, assembly, storage, or handling
11. Lost or Undelivered Orders
If your order is delayed, lost, or appears to be missing:
- Contact us promptly so we can assist with an investigation with the applicable carrier.
- Tracking information should be reviewed first where available.
- If the carrier confirms that an order has been lost, we will work with the carrier to determine the appropriate resolution, which may include a replacement or refund depending on the circumstances.
12. International Orders
For international orders, where available:
- Customers are responsible for return shipping costs, duties, taxes, customs clearance fees, and other applicable charges.
- Not all products are eligible for international returns.
- Original shipping, freight, customs, and related charges may be non-refundable.
13. Policy Updates & Legal Rights
This policy does not limit any rights you may have under applicable consumer protection laws.
Healthy Body HQ reserves the right to update this policy from time to time. Any changes will become effective when the updated policy is posted on our website.
Contact Information
Healthy Body HQ
2-3135 Argentia Rd
Suite 1011
Mississauga ON L5N 8E1
Canada
Phone: +1 (437) 837-1618
Email: support@shophealthybodyhq.com
Support Hours:
Monday – Friday: 9:00 AM – 5:00 PM EST
