Purpose
This policy explains the key information that applies when you purchase, receive, return, or make a warranty claim for the Heidi Remote, including shipping and delivery, change-of-mind returns, remedies for faulty devices, and how to contact Heidi support.
Important Information
Early Access Program
The Heidi Remote is currently available under an Early Access program prior to general commercial release. The device is a pre-release product, and specifications, firmware, and functionality may change between the early release version and any subsequent commercial release. Heidi reserves the right to modify, discontinue, or withdraw the device at any time during the Early Access Program.
Not a Medical Device
The Heidi Remote is a general-purpose audio capture peripheral. It is not supplied as a medical device and is not regulated as a medical device or an accessory to a medical device in any jurisdiction. When used in a healthcare setting, the user remains solely responsible for all professional and clinical decisions.
Shipping & Delivery
Shipping and handling costs are displayed on your invoice or at checkout. Delivery timelines are estimates only and may vary due to logistics, stock availability, or other factors outside our control. If you have not received your order or it has arrived in an unexpected condition, please contact us at support@heidihealth.com with your order details and we will work with you to resolve the issue.
Estimated Delivery Times
The following delivery estimates apply from the date of dispatch. All timelines are estimates only and may vary due to logistics, customs, or factors outside Heidi’s control.
| Region | Estimated Delivery Time |
|---|---|
| Australia | 8–12 business days |
| New Zealand | 10 business days |
| United States | 7 business days |
| Canada | 7 business days |
| United Kingdom | 7 business days |
| Germany, France | 7 business days |
| Italy, Spain, Portugal | 8 business days |
| Rest of EU / EEA / Switzerland | 10 business days |
Delivery times are calculated from dispatch, not from the date of order. Where the Device is in stock, we aim to dispatch within 1–2 business days of receiving payment. If your order is delayed beyond the estimated timeframe, please contact us at support@heidihealth.com.
Change of Mind Returns
You may request a return for any reason within 30 days of delivery by contacting us at support@heidihealth.com. Heidi will assess your eligibility for a refund.
The Device must be returned with all original packaging, accessories, and documentation. Return shipping costs for change-of-mind returns are at your expense unless otherwise required by applicable law.
Please note that all data on any returned Device will be permanently deleted upon receipt by Heidi. This 30-day return period is without prejudice to any mandatory cooling-off or withdrawal rights under applicable laws, which may provide additional protections.
Warranty for Faulty or Defective Products
If your Device is faulty or stops working within the expected life of the product, you may be entitled to a remedy. We offer a 12-month warranty from the date of delivery, under which the Device will be free from defects in materials or workmanship that prevent it from functioning in accordance with its intended purpose.
This warranty does not cover misuse, accidental damage, unauthorised modification, normal wear and tear, improper operation or maintenance, force majeure events, or use contrary to instructions. Devices damaged through accident, misuse, exposure to extreme conditions, unauthorised modification, or disassembly are not eligible for return, replacement, or refund under this warranty.
To make a warranty claim, contact us at support@heidihealth.com with your proof of purchase, Device serial number, a description of the issue, and any supporting evidence. We will first work with you to troubleshoot the issue. If the issue cannot be resolved through troubleshooting, we may request photographic or video evidence before determining the appropriate remedy. We may also request return of the Device for inspection. Depending on the nature of the fault and your location, the remedy may be a replacement or refund.
Your Legal Rights
Nothing in this policy limits or excludes any rights you have under applicable consumer laws, including the Australian Consumer Law.
Contact Us
For all shipping, returns, and warranty enquiries, contact support@heidihealth.com with your order number and a description of the issue.