Cancellation, Exchanges or Returns

Cancellation

Orders whose payment is not successful will be canceled after 24 hours from the time of order completion. To cancel your order, you can contact Customer Support (phone number at the top of the page) or send an email to orders@healtsy.com, and communicate your intention, indicating the order number and reason. Order cancellation is possible only during the order preparation process and before shipping. If payment has already been made, the amount will be refunded to the customer using the same payment method.

 

Exchanges or Returns

If for some reason the order does not meet your expectations, you can return the order. In this case, you will have 15 days, counting from the date of receipt of the order, to send us your products for return.

Any return / exchange of articles must respect the following condition:

Restitution of articles in good condition (in sales conditions), with original tamper-proof packaging, without having been tried and accompanied by the respective invoice. If the packaging is damaged and the articles have evident marks of use, we will not be able to accept the exchange or the return or credit of the value.

Purchase receipts must accompany the products.

If you prefer, you can contact our Customer Support via email orders@healtsy.com, communicating the intention of exchange or return, indicating the order number or invoice number, products to return and reason. After this contact, you will be given the instructions to proceed with the exchange or return. In no case send items without prior contact as they will not be considered for exchange / return.

After having contacted our Customer Support and given the return / exchange instructions, you must send us the items properly packed and in the conditions mentioned above, to our address.

Returns of the following products are not accepted: Medicines, Foods (including milks, porridge, jars, etc.), orthopedic articles with specific measures, compression stockings, any other personalized item and other products that have been flagged by our sales support .

Important note:

If you choose to exchange the product, we inform you that:

The shipping costs to our address are borne by the customer, except for customers injured by transportation or technical problem of the product. In these cases, shipping costs will be borne by Healtsy. The exchange will only be carried out after checking the condition of the product and fulfilling the conditions described above.

If you choose to return or credit the amount we inform you that:

Refunds or credits (for purchases in the online store) will be made for the total value of the order (products plus shipping costs), unless the reason that led to the return is not the responsibility of our service - in these cases they will be deducted when refund amount, shipping charges and administrative transaction costs. The return will only be made after checking the condition of the product and fulfilling the conditions described above.

 

What to do if you receive damaged packaging or items?

In the event that the shipping package is damaged, you should check its contents at the time of delivery and immediately submit the claim to the carrier, then contact our Customer Support.

You should also contact our Customer Support if you received a package in good condition but with damaged items inside.