Return Policy


If you notify us within 24 hours of placing the order, we'll issue a full refund, no questions asked! Simply call us toll-free at 1-800-814-1379 so we can cancel your order.
 
If you decide to cancel more than 24 hours after ordering, we must charge a 10% cancellation fee, even if you have not yet received the item. We may not be able to stop shipment of your item at this point. If you have received your purchase and wish to return it, you’ll need to do the following:

Call us at 1-800-814-1379 or email orders@biohorizondirect.com within 10 days of receiving the item to request a Return Authorization. This is required: we cannot accept returns without this authorization. Return the item to the address we give you within 30 days, in unused, new condition and in its original packaging. Products that have been worn, or damaged due to consumer wear may not be returned. Please clearly mark the Return Authorization number on the box. You must pay the return shipping costs or a pick up fee for the item.

Once we've received the returned item and verified its condition, we will refund your payment, minus the 10% cancellation fee and return shipping costs (if we arranged the return shipping for you).
 
If you wish to exchange or upgrade your item, we may be able to waive the cancellation fee. Please call us for details.
 
If you receive an item that's damaged or defective, please let us know immediately so that we can repair or replace the item, free of charge. 

Shipping charges are non refundable unless it was our error.


Exceptions to this policy include the following:

1) Products that have been worn, or damaged due to consumer wear may not be returned. All products must be returned in original packaging.
2) We are unable to accept returns or issue refunds on certain items because of their special nature:

  • Batteries or Chargers
  • Used equipment
  • Special/custom orders

Please call us at 1-800-814-1379 for more information


Processing Time
Returns are processed during normal business hours Monday-Friday 8 am - 5 pm PST.
Please allow 10-14 business days from receipt of your package for processing.

This time period includes:
5 to 7 business days for us to receive your return from the
5 to 7 business days for us to process your return


Manufacturers Defects

Products are warranted solely by the manufacturer. The complete warranty information is included with the product and is subject to the conditions set forth by the manufacturer. In many cases the manufacturer will handle the replacement of the product and cover the postage expenses both ways. In the case the defective product is not handled by the manufacturer in a timely and effectively way , please contact us at 1-800-814-1379 for assistance.

Items which are D.O.A or defective must be reported within 3 business days of receipt, and we will issue a pick up label for exchange only if you are unable to resolve with the manufacturer. Please note, We will not pick up a defective item for credit.


Important!
Please ship your return PLUS a copy of your packing slip/invoice, and reason for return to:

BioHorizon Medical Inc.

1970 E. Grand Avenue

Suite. 370

EL Segundo, CA 90245
Attn: Returns DEPT.

Please pack your return carefully and do not tape or write anything on the item or the original manufacturer’s package.

All returns are subject to inspection. We will not guarantee credit will be given if the items are not returned in NEW, ORIGINAL FACTORY CONDITION.

We reserve the right to refuse, or deny, credit for any such items.


Questions?
Still have questions, please call us at 1-800-814-1379 between 8 am and 5 pm PST, Monday through Friday, OR email us at: info@biohorizonmedical.com

We only sell the highest quality products. All products are guaranteed first quality and are always inspected by the manufacturer.

Thank you for choosing BioHorizon Direct!