Return & 2-Year Warranty Policy
Return & 2-Year Warranty Policy
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CellCare NYC — Premium Hydrogen Wellness Solutions
Thank you for choosing CellCare NYC.
Every CellCare NYC hydrogen wellness product is carefully inspected and prepared before shipment. Because our product range includes personal-use accessories, portable products, and professional hydrogen wellness equipment, return eligibility may vary by product.
Please review this policy before placing your order.
Returns & Order Cancellations
We want you to be confident in your purchase.
Some CellCare NYC products may be eligible for return, while others may be non-returnable because they are custom-made, special-order, personalized, hygienic, or intended for personal use.
Please contact CellCare NYC before returning any product.
Do not send a product back without receiving return instructions from us first.
Custom-Made & Special-Order Products
Certain CellCare NYC hydrogen wellness systems and professional equipment may be manufactured, configured, or ordered specifically for the customer.
Once production or special-order processing has begun, the order may become final and may no longer be eligible for cancellation, return, or exchange.
We generally cannot accept a return because of:
• Change of mind
• Ordering the wrong model
• Personal preference
• Compatibility assumptions
• Cancellation after custom production has begun
• Failure to review product specifications before ordering
If you are unsure which product is appropriate for your needs, please contact us before placing your order.
Personal-Use & Hygiene Products
For health, hygiene, and safety reasons, certain opened or used personal-use products and accessories may not be eligible for return.
These may include items such as:
• Nasal cannulas
• Masks
• Mouthpieces
• Personal inhalation accessories
• Tubing or other personal-contact accessories
• Other opened hygiene-sensitive products
Unopened products may be considered for return depending on the specific product and circumstances.
Please contact us before opening an item if you are unsure about return eligibility.
Return Eligibility
When a product is eligible for return, it should generally be:
• Unused
• Undamaged
• In original condition
• Complete with all accessories
• In its original packaging
• Accompanied by proof of purchase
Return approval is subject to inspection.
Products returned damaged, incomplete, altered, excessively used, or without required components may not qualify for a refund.
Return Authorization
Before returning any product, please contact:
Email: info@cellcare.nyc
Website: www.cellcare.nyc
Please include:
• Your name
• Order number
• Product purchased
• Reason for the return request
• Photographs if the product is damaged or defective
If the return is approved, we will provide further instructions.
2-Year Limited Warranty
Eligible CellCare NYC hydrogen wellness devices include a 2-Year Limited Warranty against manufacturing defects under normal residential or professional use.
The warranty period begins from the original date of purchase unless otherwise stated for a specific product.
Proof of purchase may be required for warranty service.
What the Warranty Covers
Subject to inspection and approval, the limited warranty may cover:
• Manufacturing defects
• Defective components
• Electrical or mechanical malfunction resulting from a manufacturing defect
• Functional failure during normal intended use
When a valid warranty claim is approved, CellCare NYC may, at its discretion:
• Repair the product
• Replace the defective component
• Replace the product with the same or a comparable product
The appropriate remedy will depend on the nature of the issue, product availability, and technical assessment.
What the Warranty Does Not Cover
The warranty does not cover damage or malfunction resulting from:
• Improper installation
• Incorrect setup
• Misuse or abuse
• Failure to follow operating instructions
• Accidental damage
• Drops, impact, or physical damage
• Liquid damage where the product is not designed for such exposure
• Unauthorized repair or modification
• Use of incompatible accessories or components
• Improper electrical supply
• Power surges or electrical damage
• Improper storage
• Neglect or inadequate maintenance
• Normal cosmetic wear
• Normal deterioration from use
• Damage during customer-arranged transportation
• Use outside the product's intended purpose
Water Quality & Maintenance
For products that use water, customers are responsible for following the manufacturer's water-quality, cleaning, maintenance, and operating instructions.
Damage caused by inappropriate water, mineral buildup, contamination, improper cleaning, failure to maintain the system, or use contrary to the manufacturer's instructions may not be covered under warranty.
Please follow the operating manual supplied with your specific product.
Consumable & Replacement Items
Consumable, disposable, or regularly replaced items are generally not covered by the 2-Year Limited Warranty unless the item itself has a confirmed manufacturing defect when received.
Examples may include:
• Cannulas
• Tubing
• Filters
• Masks
• Mouthpieces
• Seals
• Other disposable or replaceable accessories
Warranty Claim Procedure
If you believe your product has a warranty issue, please contact CellCare NYC before attempting any repair.
Please provide:
• Your name
• Order number or proof of purchase
• Product model
• Serial number, if applicable
• Description of the problem
• Photographs or video showing the issue when possible
We may request additional information or troubleshooting before determining whether the product must be inspected.
Inspection & Troubleshooting
Some product issues can be resolved through operating guidance or troubleshooting without requiring the product to be returned.
CellCare NYC may ask you to complete reasonable troubleshooting steps before authorizing warranty service.
If physical inspection is required, we will provide instructions.
Do not disassemble or attempt unauthorized repair, as this may affect warranty eligibility.
Shipping for Warranty Service
Responsibility for shipping costs associated with warranty inspection, repair, or replacement will depend on the circumstances of the claim.
If a confirmed manufacturing defect is covered by warranty, CellCare NYC will provide instructions regarding the appropriate next steps.
Customers must securely package products being returned for inspection unless otherwise instructed.
CellCare NYC is not responsible for damage caused by inadequate return packaging.
Products Damaged During Delivery
Please inspect your shipment promptly after delivery.
If your order arrives damaged, contact CellCare NYC as soon as possible and provide:
• Your order number
• Photographs of the exterior shipping carton
• Photographs of the shipping label
• Photographs of the interior packaging
• Photographs of the damaged product
• A description of the damage
Please retain the original packaging while the issue is being reviewed.
Shipping damage may be handled separately from the manufacturer's warranty.
Repair or Replacement Warranty Period
Repair or replacement of a product or component does not restart the original 2-Year Limited Warranty period.
The repaired or replacement item remains covered for the remainder of the original applicable warranty period unless otherwise stated in writing.
Products Purchased Through Third Parties
For products purchased through an authorized third-party marketplace, reseller, or partner, proof of purchase may be required.
Certain return procedures may need to be handled through the original place of purchase.
Warranty eligibility remains subject to the applicable product terms and verification of purchase.
International Customers
Warranty service for customers outside the United States may involve additional shipping, customs, duties, taxes, or logistical requirements.
International customers should contact CellCare NYC before returning equipment.
Import duties, taxes, brokerage fees, and other government or carrier charges may apply depending on the destination and circumstances.
No Guaranteed Wellness Outcome
CellCare NYC products are offered for general wellness purposes unless otherwise specifically stated.
The warranty applies to eligible product manufacturing and functionality. It does not guarantee any particular wellness, physiological, or health outcome.
Individual experiences may vary.
Questions Before You Purchase?
If you are uncertain about:
• Which model to choose
• Product compatibility
• Intended use
• Professional versus personal equipment
• Warranty eligibility
• Return eligibility
please contact us before ordering.
We would rather help you select the right product before purchase than have you order something unsuitable for your needs.
Contact CellCare NYC
CellCare NYC
246 Grand Street, Suite 402
New York, NY 10002
United States
Email: info@cellcare.nyc
Website: www.cellcare.nyc
Showroom visits are by appointment only.
CellCare NYC Commitment
At CellCare NYC, we are committed to providing quality hydrogen wellness technology supported by responsible education, transparent policies, professional service, and long-term customer support.
Our goal is to build trust through quality products and clear communication.
Self Care Starts with Cell Care.