Refund policy
Returns
You have 30 days from the date of delivery to request a return.
To be eligible for a return, your item must be:
- Unused, or not used extensively
- In its original packaging, with the inner packaging not tampered with
- In full salable condition when it arrives back at our warehouse
How to start a return
Email us at purchase@aihealthtranslator.com within 30 days of delivery with:
- The name and email address used for the order
- Your order number
- The reason for the return, or the item you would like instead
Every return must be approved before you ship it back. Once approved, we send you the return instructions. Packages sent back without approval may be refused. The packing slip sent with your order is not a return label.
If you received a replacement and now wish to return it, both the replacement and the original item must be returned for a refund.
Return shipping
Return shipping is paid by the customer. We do not provide return labels, and shipping costs are non-refundable. For returns over $75, we recommend a trackable shipping service or shipping insurance, as we cannot guarantee that we will receive an untracked return.
If a package is refused or sent back to us as "Return to Sender", the return shipping costs and any carrier fees are the customer's responsibility and are deducted from any eligible refund.
Restocking fee
There is no restocking fee on an approved return that meets the conditions above. Returns requested after the 30-day window or in extremely used condition are not accepted. If we choose to accept a return that does not meet these conditions, a restocking fee of up to 25% of the purchase price applies.
Order changes and cancellations
Orders can be changed or cancelled within 24 hours of being placed. After that, your order may already be in processing and we may not be able to change or cancel it. Orders cancelled within 24 hours are refunded in full to the original payment method within 10 business days.
Refunds
We inspect returned items within 7 to 14 business days of receiving them, and we email you to confirm whether the return is approved or declined.
Approved refunds are issued to your original payment method, in the currency you paid, within 3 to 5 business days. Your bank or card issuer may need a few extra days to post the refund.
If you have not seen your refund 5 business days after approval, check your junk or spam folder for our email, then contact us at purchase@aihealthtranslator.com.
Exchanges
The fastest way to get a different item is to return the one you have and, once the return is approved, place a new order.
Non-returnable items
Sale items and gift cards cannot be returned. We do not accept returns or issue refunds for items damaged through normal use, wear and tear, or misuse.
Damaged, defective or incorrect items
Please inspect your order when it arrives. If an item is defective, damaged or not what you ordered, contact us within 5 days of delivery with:
- Photos or a video of the damage or the incorrect item
- A photo of the shipping label and the packing slip
- A short description of the issue
Once confirmed, we replace or refund the item at no cost to you, with no restocking fee. If the package appears tampered with, we also recommend filing a claim with the carrier. If we are not contacted within 5 days of delivery, we consider the order received in good condition.
Missing items
If an item listed on your packing slip is missing, contact us within 5 days of delivery with photos of the packing slip, all package contents and the shipping label.
Lost packages
Lost packages are covered by our shipping policy.
Questions
Email us at purchase@aihealthtranslator.com.