Refund and Returns Policy

.We understand that purchasing medical equipment is an important decision. Altivox Health Store offers a clear returns policy for most products.

1. Eligibility Window

You have 7 calendar days from the date you received your item to request a return or exchange.

2. Condition of Item for Return

To be eligible for a return, your item must meet the following criteria:

  • Unused and Unopened: The item must be in the exact condition that you received it, brand new, and completely unused.

  • Original Packaging: The item must be in its original packaging, undamaged, and complete with all manuals, accessories, and promotional materials.

  • Proof of Purchase: A receipt or proof of purchase (e.g., your order number) is required.

3. Non-Returnable Items

For reasons of health, hygiene, and product integrity, the following items are generally not eligible for return or exchange:

  • Products that are sealed and were opened after delivery (e.g., consumables, electrodes, gels).

  • Any product marked as “non-returnable” on its product page.

  • Used medical or hygiene-sensitive equipment (e.g., braces, supports, electrotherapy pads).

  • Custom-made or special-order items.

4. How to Initiate a Return

  1. Contact Us: To start a return, you must contact our Customer Service team within the 7-day window by emailing info@altivoxhealthstore.com or calling +971 56 462 3659.

  2. Provide Details: Please provide your order number, the name of the item you wish to return, and the reason for the return.

  3. Return Authorization: We will review your request and, if approved, provide you with a Return Merchandise Authorization (RMA) number and instructions on how to send the product back to our facility in Deira, Dubai.

5. Refunds

  • Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-14 business days.

  • The original shipping charges (if any) are non-refundable.

6. Return Shipping

  • If the return is due to our error (e.g., you received the wrong or a defective item), we will cover the cost of return shipping.

  • If the return is due to a change of mind or customer error, the customer is responsible for the return shipping costs.