Refund policy
Return & Refund Policy
Scope
This policy covers returns and refunds for purchases made from Transcend Health Solutions, LLC ("THS"). It applies to chambers (Nova / Nova Elite) and parts & accessories sold by THS.
Chambers (Nova / Nova Elite)
-
Custom Build: Chambers are custom‑manufactured to order.
-
Deposit: A 50% deposit is required to start production. Once production begins, the deposit is non‑refundable.
-
Cancellations:
-
Before production starts: cancel anytime; a 5% administrative fee applies.
-
After production starts: cancellation is allowed, but the deposit is forfeited to cover materials and fabrication.
-
-
Returns: Due to safety, regulatory, and custom‑build considerations, chambers are not returnable after shipment/delivery.
-
Freight Damage: If damage is suspected upon delivery, note it on the carrier’s bill of lading, take photos, and notify THS within 24 hours. We will assist with carrier inspection and resolution. Keep all packaging/crates until the claim is resolved.
Parts & Accessories
-
Return Window: Unused, unopened parts may be return‑eligible within 30 days of delivery with a Return Merchandise Authorization (RMA).
-
How to Request: Contact support@transcendhealthsolutions.com with order number, item(s), and reason. We will issue an RMA and instructions.
-
Condition: Items must be new, unopened, and in original packaging. Installed or used components are not eligible.
-
Fees: A 15% restocking fee may apply.
-
Shipping: Return shipping costs are the customer’s responsibility unless the return is due to THS error or a verified defect.
-
Refunds: Refunds are issued to the original payment method within 10 business days of receipt and inspection.
Defective or Incorrect Items
If you receive a defective or incorrect item, contact support@transcendhealthsolutions.com within 7 days of delivery. THS will repair/replace or correct the shipment per our warranty and logistics procedures.