Warranty, Returns, and Care
All prosthetics and compression wear should come with a card or booklet explaining warranty, wash & care, and indications for use. This page will help visit common questions and return details.
Warranty Information
Compression Garments:
Subject to a 30 day warranty against manufacturer defects. Examples of manufacturer's defects include unravelling seam at stitching points and flaws that are present the moment the box is opened. This does not include: ordering the incorrect size, wear and tear, snags or holes from donning, wear at the toe or heel, any problem caused by the wearer in application, improper use, or care of the garment.
Mastectomy Bras:
Subject to a 30 day warranty against manufacturer defects. Examples of manufacturer's defects include unravelling seam at stitching points and flaws that are present the moment the box is opened. This does not include: ordering the incorrect size, wear and tear, damage caused by washing or donning/doffing.
Silicone Breast Prosthetics (Readymade)
Subject to a 2 year warranty against manufacturer defects. Examples of manufacturer defects include bubbling of silicone, separation of backing on prosthetic, breakdown of silicone (loss of volume). This does not include: ordering the incorrect size, wear and tear, damage caused by fingernails, sharp pokes, or pets. If your prosthetic is damaged beyond repair or warranty, you are eligible for replacement through your insurance but will be subject to deductible and coinsurance amounts.
Custom Breast Prosthetics
Subject to a 2 year warranty against manufacturer defects. The primary defect would be breakdown of prosthetic (loss of volume). Microtears in the backing of the "open back" and ACT styles are to be expected and do not cause improper fit. Not covered under warranty: changes in weight, skin tone, microtears on backing, and staining of prosthetic. If your prosthetic no longer fits or is damaged beyond repair, you are eligible for replacement through your insurance, deductible and coinsurance amounts will apply.
Foam/Beaded/Swimming Prosthetics
Subject to a 6 month warranty against manufacturer defects. The primary defect is unraveled threads. Not covered under warranty: breakdown of prosthetic from wear, odors and stains from sweating, incorrect size, wear and tear, damage or snags caused by fingernails, sharp pokes, or pets.If your prosthetic is damaged beyond repair or warranty, you are eligible for replacement through your insurance but will be subject to deductible and coinsurance amounts.
Pneumatic Compression Devices
Warranty varies by product between 1 year and 3 years. Please contact us to discuss warranty and replacement concerns.
Return Policy
Any products subject to return/exchange must be brought back within 30 days if the date of purchase.
Accepted returns will be subject to a 25% restocking fee.
For a refund/exchange, products must be CLEAN, in New condition with all original packaging and tags. The items must be unworn, without stains, snag/tears, and free of odors (perfume, deodorant, body odor, smoke, etc)
Any garments with damage from the washer, dryer, negligence, or obvious wear will not be eligible for return or exchange; garments will be evaluated by the employee to determine if the garments meet return/exchange requirements.
Items are eligible for return if any of the following are met:
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The items are in new, resalable condition (see above)
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There is a manufacturer defect.
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They do not meet your medical needs.
Custom made products are non-returnable. Remakes can be done within 30 days.
Washing, Wear, and Care
Compression Garments
Use and Wear: Use as directed by your physician. See product inserts or contact Heide's for donning instructions. Discontinue use if any irritation occurs.
Care: Compression garments should be washed nightly. See washing instructions on product packaging for specific care instructions. Avoid fabric softener while washing. Avoid snags and pilling by use of garment bags in washing machine.
Mastectomy Products
Use and wear: Use as directed by your physician. Bras are warrantied against manufacturer's defects for 30 days, breast prosthetics are warrantied for 2 years.
Care: Breast prosthetics can be washed with body soap and water as needed. Bras may be machine washed, we recommend use of a garment bag.