Return & Refund Policy

At Elders Care Hub, your satisfaction and safety matter to us. We want you to feel confident in every order. Please read our policy below so you know exactly what to expect.

Damaged or Faulty Items

If your product arrives damaged, faulty, or not as described, we will gladly put it right. You can choose either a free replacement or a full refund.

To help us process this quickly, please contact us within 14 days of delivery and include:

Your order number
A short description of the problem
A clear photo or video showing the damage or fault

Once we've reviewed it, we'll arrange your replacement or refund right away. In most cases, you won't need to send the item back.

Hygiene & Personal-Care Products

For health and safety reasons, certain items cannot be returned or refunded once opened or used, unless they arrive damaged or faulty. This includes:

Bathing and personal-care products (bath brushes, foot scrubbers, sponges)
Incontinence and bedding products (underpads, bed pads)
Eating aids and adaptive cutlery
Compression socks, grip socks, and any worn items

This protects the health and safety of all our customers, and is standard practice for personal-care products.

Change of Mind

If you've simply changed your mind, please contact us within 14 days of delivery. The item must be unused, unopened, and in its original packaging. Return shipping for change-of-mind returns is the customer's responsibility, and we're happy to guide you through the process.

Orders That Don't Arrive

If your order hasn't arrived within the expected delivery window, please get in touch. We'll track it down and, if it's confirmed lost in transit, we'll send a replacement or issue a full refund.

How Refunds Work

Once your refund is approved, it will be processed back to your original payment method. Please allow 5–10 business days for it to appear, depending on your bank or card provider.

How to Reach Us

To start a return, refund, or replacement, simply contact us:

Email: elderscarehubsupport@gmail.com

We're here to help, and we'll always do our best to make things right.