Cancellation Policy
This policy explains how to cancel an order for the HLTH Band or HLTH accessories bought on hlthtrack.com. The HLTH Band is a one-time purchase. There is no subscription now and no recurring charge.
The seller is 99 Brands Incorporated, 1309 Coffeen Ave, Sheridan, Wyoming 82801, United States. Card and Klarna payments are processed for us by Tholding Limited (Hong Kong) through Airwallex, so your statement may show that name. For any questions about this policy, email info@hlthtrack.com.
Nothing in this policy limits the statutory rights you have under the consumer protection laws of your country of residence.
1. Cancelling before your order ships
You can cancel your order free of charge at any time before it ships.
To cancel, email info@hlthtrack.com with your order number and the word "Cancel" in the subject line, or use the cancel option on your order status page if available. We will confirm your request by email.
We dispatch orders through our warehouse partners quickly. If your request reaches us after your order has been handed over for packing and dispatch, we will attempt to stop the shipment. If it cannot be stopped, we will notify you, and you may proceed under Section 2.
There are no cancellation fees.
2. If your order has already shipped
Once an order has dispatched, it can no longer be cancelled prior to delivery. You can:
- Accept delivery and return: Return the item in accordance with our Return & Refund Policy.
If you live in the European Union, the United Kingdom, or another jurisdiction with statutory withdrawal rights, you retain those rights post-delivery. See Section 6.
3. Pre-orders
If a product is offered on pre-order, the product page and order confirmation will display the estimated shipping date and payment terms (full charge or deposit).
If a pre-order delivery is estimated to be delayed by more than 14 days past the initial estimated ship date, we will notify you by email. You may choose to cancel for a full refund or maintain your order.
4. Refunds
Cancelled prior to shipment: We initiate your refund within 3 to 5 business days of confirming cancellation.
Refund Execution:
- Credit/Debit Cards: Refunds are issued to the original card used. Your issuing bank or payment processor may take an additional 5 to 10 business days to post the credit to your account balance.
- Klarna: Refund confirmations are sent to Klarna to update or close your payment schedule. Klarna handles refunds of previously collected instalments pursuant to their platform terms.
All refunds are processed in the original transaction currency. We do not charge restocking fees.
5. Orders cancelled by HLTH
Per Section 3.2 of our Terms of Service, we reserve the right to refuse or cancel an order prior to dispatch under the following circumstances:
- Product unavailability or discontinuation.
- Inability to verify payment, suspected invalid payment details, or fraud triggers.
- Obvious pricing, technical, or product description errors.
- Suspected commercial resale without prior written authorization.
- Unresolved payment disputes or chargebacks raised without prior contact with our team.
If we cancel your order, we will notify you by email and issue a full refund within 3 business days.
6. Regional Statutory Consumer Rights
European Union & United Kingdom (14-Day Right of Withdrawal)
You have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days from the date you (or a designated third party other than the carrier) take physical possession of the goods.
To exercise this right, you must inform us via an unequivocal statement (e.g., email to info@hlthtrack.com or via your order status portal) prior to the expiry of the 14-day window. You may use the model form below, but it is not mandatory.
You must return the goods to our designated return warehouse no later than 14 days from notifying us of your withdrawal. You will bear the direct costs of return shipping unless the item is verified as defective or incorrect. All original components (including the HLTH Band, secondary band sizes, and charging cables) must be included.
We will reimburse all payments received from you, including standard delivery costs, within 14 days of receiving notification of your withdrawal. We reserve the right to withhold reimbursement until we have received the goods back or you have supplied evidence of return shipment, whichever is earliest. Expedited shipping costs exceeding standard delivery are non-refundable.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract)
To: 99 Brands Incorporated / HLTH
Email: info@hlthtrack.com
I hereby give notice that I withdraw from my contract of sale for the following goods:
- Product(s): [e.g., HLTH Band 1.0 / Accessories]
- Ordered on: [Date] / Received on: [Date]
- Customer Name: [Full Name]
- Customer Address: [Full Address]
- Signature (only if submitted on paper): ____________________
- Date: [Date]
Canada
In accordance with provincial consumer legislation, your order confirmation email constitutes your agreement copy. If your order is not delivered within 30 days of the estimated delivery date specified at checkout, you may cancel prior to delivery and receive a full refund within 15 days.
Australia
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure.
Other Jurisdictions
This policy applies alongside any mandatory rights guaranteed by your local laws regarding defective products or non-delivery.