Refund & Returns Policy

1. 60-day satisfaction guarantee

You may request a return of your HumanFrame device for a refund of the product price you actually paid (minus any deductions described in this Policy) within sixty (60) calendar days of the date the carrier marks your order as delivered, subject to all of the following requirements.

1.1 Eligibility requirements

• The device was purchased directly from humanframemd.com. Devices purchased from any third-party marketplace, reseller, or unauthorized retailer are not eligible for return or refund by HumanFrame.
• You request the return within sixty (60) calendar days of the date of delivery, as recorded by the carrier.
• You obtain a Return Merchandise Authorization (RMA) number from us before returning anything. Unauthorized returns may be refused, discarded, or returned to you at your expense.
• You return the device with all original accessories, components, manuals, charger, sleeves, straps, packaging materials, and any free gift or bundle item received with the order. Missing or damaged items will be deducted from your refund at full retail value.
• The device has not been intentionally damaged, opened, disassembled, modified, exposed to liquid beyond its IP rating, used commercially, or otherwise rendered unfit for further use.
• The device is returned using the prepaid shipping label provided with the RMA, or, if not provided, at your sole expense via a trackable, insured service.

1.2 Conditions on the refund

• Refunds are issued to the original payment method used for the purchase. We do not issue refunds in cash, check, store credit, or to a different person or method.
• Refunds are processed only after the device is received, inspected, and verified by our returns team. Inspection typically takes 3–7 business days after receipt at our designated returns facility.
• We reserve the right to deduct from any refund the retail value of missing accessories, missing free gifts, missing bundle items, intentional damage, third-party shipping fees we incur on your behalf, or any unrecovered chargeback fee or fraud-related cost.
• We reserve the right to issue a partial refund where we determine, in our sole discretion, that the device or returned items do not meet the eligibility requirements above.
• Once we have authorized a refund, your card issuer or bank determines the timing of when funds appear in your account. Typical timing is 5–10 business days after our authorization, but we do not guarantee any specific timing and we are not responsible for your issuer's processing time.
• Sales tax, shipping fees you paid (if any), expedited-shipping upgrades, package-protection add-ons, extended-warranty add-ons, and any digital, downloadable, or service component of your order are non-refundable, except where required by applicable law.
• If you used a promotional code, discount, or free-gift offer, the refund is calculated on the discounted amount actually paid, and the retail value of any unreturned promotional gift will be deducted from your refund.
• Bundle and multi-pack orders must be returned in their entirety. Partial returns of a bundle or multi-pack will be refused or, at our discretion, accepted with a refund calculated on the standalone retail prices of the returned items only.

1.3 Limits and anti-abuse

• Limit one refund per household per product line in any rolling 12-month period. We may, in our sole discretion, decline a return request that we determine constitutes return abuse, including but not limited to repeated returns, wardrobing, serial returns across multiple orders, or use of multiple identities or addresses to circumvent this limit.
• We may decline returns from any account, household, payment method, or shipping address that we determine, in our sole discretion, has engaged in fraud, return abuse, or violation of these Terms.
• We may, in our sole discretion, require additional verification, photographs, or information before authorizing a return.
• Return of one or more items does not entitle you to a refund of any other order, future order, or any portion of any subscription or membership.

2. Warranty (1-year limited)

HumanFrame warrants the HumanFrame Triple Method Tissue Activator against defects in materials and workmanship under normal use for one (1) year from the date the carrier marks your order as delivered ("Warranty Period"). This is a limited warranty. It is your sole and exclusive remedy for any defect in the device after the 60-day satisfaction-guarantee window has closed.

2.1 Coverage

If the device fails under normal use within the Warranty Period, HumanFrame will, at its sole option: (a) repair the device; (b) replace the device with the same or, where unavailable, a comparable model; or (c) refund the original product price actually paid, less any deductions described in this Policy. You do not have the right to choose among these remedies.

2.2 Exclusions

The warranty does not cover, and HumanFrame has no obligation in respect of:

• Normal wear and tear, including discoloration, fading, fraying, stretching, or fading of fabric, sleeves, or straps; battery capacity reduction over time; cosmetic damage that does not affect performance; and consumable parts including batteries.
• Damage from misuse, abuse, accident, neglect, improper storage, dropping, crushing, exposure to liquid beyond the device's IP rating, exposure to extreme heat or cold, or use outside the operating conditions described in the user manual.
• Damage from unauthorized repair, modification, alteration, opening, or disassembly of the device.
• Damage from use of non-original-equipment chargers, cables, batteries, sleeves, or accessories.
• Products with serial numbers that have been altered, defaced, or removed.
• Products purchased through any third-party marketplace, reseller, or unauthorized retailer.
• Damage from acts of God, force majeure, or events outside the device's intended operating environment.
• Loss or theft of the device.
• Any consequential, incidental, special, or punitive damage of any kind. See the Terms of Service, Section 12 (Limitation of Liability).

HumanFrame may inspect the returned device and may, at its discretion, decline a warranty claim where the device shows evidence of any condition listed above. Decisions on warranty claims are final.

2.3 Warranty service procedure

To start a warranty claim, email support@humanframemd.com within the Warranty Period with: (i) the order number; (ii) the device serial number; (iii) a clear description of the issue; and (iv) photographs or video, if applicable. We may request additional information, troubleshooting steps, or proof of original purchase before authorizing a return.

Repair or replacement under the warranty does not extend the original Warranty Period. The repaired or replacement device is warranted only for the remainder of the original Warranty Period or thirty (30) days from the date of the repair or replacement, whichever is longer.

3. How to start a return

1. Email support@humanframemd.com with subject "Return Request — Order #[your order number]" within the applicable window.
2. We will reply with a Return Merchandise Authorization (RMA) number, return instructions, and (for eligible 60-day-guarantee US returns) a prepaid return shipping label.
3. Pack the device with all original accessories, gifts, and packaging materials. Write the RMA number clearly on the outside of the package.
4. Ship the package per the instructions, using the prepaid label where provided. If no label is provided, use a trackable, insured service at your own expense.
5. Wait for confirmation that we have received and inspected the return.

Returns sent without an RMA, without all required items, to an address other than the designated returns address, or outside the applicable window, may be refused, discarded, or returned to you at your expense, in our sole discretion, with no refund. We are not responsible for return packages lost, damaged, or delayed in transit, including when a prepaid label is used.

4. Return shipping costs

• Eligible 60-day-guarantee returns shipped from the contiguous 48 US states: we provide a prepaid return shipping label.
• Eligible returns shipped from Alaska, Hawaii, US territories, or APO/FPO/DPO: return shipping is at your expense.
• Warranty returns: return shipping under the warranty is at your expense unless we provide a label at our discretion. We will pay outbound shipping of the repaired or replacement unit.
• International returns: all shipping, customs, duties, and taxes are at your expense.
• Refused or undeliverable returns: at our discretion, refused/undeliverable returns may be re-shipped to you at your expense, abandoned, or treated as a return with a refund minus our incurred return-shipping cost.

5. Cancellations and address changes

We typically process and ship orders within one (1) business day, and the window for cancellation or change is short. If you wish to cancel or change a shipping address, email support@humanframemd.com immediately after placing the order. We are not obligated to honor any cancellation or address change after the order is submitted, even if you contact us promptly. If the order has been dispatched, you must use the return procedure described above.

6. Damaged on arrival

If you believe the device or accessory arrived damaged, you must email support@humanframemd.com within seven (7) calendar days of delivery with the order number and photographs of the damage and the shipping packaging. Claims submitted after seven (7) days are not eligible for replacement under this provision and will be processed, if at all, only under the standard return or warranty terms above.

7. Chargebacks

If you dispute a charge with your card issuer rather than first contacting us for resolution, we reserve the right to: (a) decline any further return, refund, or warranty service for your account; (b) charge a chargeback fee equal to the actual cost imposed on us by the card network or payment processor; (c) report the chargeback to fraud-prevention networks; and (d) pursue any other remedy available under applicable law.

8. Choice of law and disputes

This Policy is governed by, and any dispute relating to it is subject to, the choice-of-law, arbitration, and class-action-waiver provisions of our Terms of Service, which are incorporated here by reference.

9. Changes to this Policy

We may modify this Policy at any time, in our sole discretion, with or without prior notice. The Policy in effect at the time of your order governs that order.

10. Contact

Do not mail returns to any address without first obtaining a Return Merchandise Authorization (RMA) number and return instructions from us. Unauthorized returns may be refused, discarded, or returned to you at your expense with no refund.