Returns Policy
The below policy applies to all customers unless superseded by a separate written agreement that includes specific return goods terms and conditions.
Authorization
All requests for returns must be authorized by Corewell Health prior to returning items. Please email us at virtualhealth@corewellhealth.org to initiate the return process. Product return must be initiated within 15 days of purchase. Authorizations are valid for 15 days. Once the return has been approved by our team, instructions will be provided on how to return.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your replacement or refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, minus shipping and restocking fee of 20% per device.
Unauthorized returns may be returned to customer at customer’s expense.
Conditions for Return
All returns must meet the following conditions:
- The item must be unused, including disposable components.
- The item must be clean (no cracks, scratches, dirty, etc.).
- The item must be in its original packaging.
In addition, the item cannot be one of the “non-eligible returns” listed below:
- Return requests more than 15 days after purchase.
- Any item that has been used.
- Any item not in its original packaging.
- All discounted items are final sale. Coupons are not considered discounted items.
Returns for Defective Merchandise
Please email us immediately at virtualhealth@corewellhealth.org to report receipt of damaged goods. We accept returns for refund or exchange, for items damaged in transit. Upon receipt of the damaged item, we will ship out a replacement, if available. If a replacement is not available, we will refund the full purchase price of your item, including initial shipping charge if applicable.
Reporting a Short Shipment
Please inspect all items carefully. For a credit to be issued, shortages must be reported within ten (10) days of receipt.
Shipping
To return your product, you should contact us prior to shipping the item.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. Unless the item is being returned due to our error, manufacturer defects, or damage during shipping, in which case we would send you a prepaid shipping label.
For orders that received “Free shipping” or if the item was advertised as “Free shipping”, our actual outbound shipping cost of the item will be withheld from your refund amount.
Why Shipping Fees? Even if you’re returning an unopened item, we are not able to resell, and the shipping itself is a service that the carrier (UPS, FedEx, or a freight company) has performed and can never get back. We covered that shipping fee for you. So, when a customer returns an item, the amount we paid still has to be deducted.
Due to the cost and fragility of the item, providing a tracking # is required. You should consider purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Lost or Stolen Packages
Corewell Health is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Corewell Health will confirm delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.
Price Adjustments
Price adjustments are only approved within 24 hours of purchasing. Price adjustments only apply to Corewell Health pricing and do not apply to other retailer pricing.