Refund policy
# Returns & Refunds Policy
**Last revised: July 19, 2026**
**Public Safety Notice:** HeartShield Ltd provides clinical life-rescue devices. To maintain strict medical-grade assurance and prevent the circulation of compromised or expired diagnostic batteries and pads, all returned items undergo technical sterilisation inspections.
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## 1. Overview & Irish Consumer Rights
At HeartShield Ltd, we supply life-saving emergency equipment, including Mediana Automated External Defibrillators (AEDs), heated outdoor cabinets, maintenance services and compliance accessories. Our returns and cancellation protocols are designed to be clear, fair, and fully compliant with all applicable Irish and EU public safety and consumer protection principles.
These policies operate in alignment with the **Irish Consumer Rights Act 2022** and the **European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013** governing distance contracts. Nothing in this policy limits or replaces your statutory rights as a consumer.
**Clinical Return Exemption Notice:** Because AEDs are Class IIb medical devices intended for acute emergency resuscitation, the electrode pads have sterile peel seals and lithium batteries have chemical expiration triggers. Once these medical safety seals or components are opened, registered or activated, they are permanently classified as non-returnable due to hygiene and vital healthcare safety laws, unless found to have a genuine pre-existing manufacturer defect.
## 2. 14-Day Cooling-Off & General Returns
If you purchased safety equipment from us as an individual consumer via our online store (https://shop.heartshield.ie) or via direct phone sales, you have a statutory right to cancel your order and return any unopened items for any reason within **14 calendar days** of delivery.
To be eligible for a general 14-day cooling-off return or refund, products must meet the following standards:
- **Unopened & sealed:** The equipment must remain in its original factory packaging with all clinical shrink-wrap, hologram labels, and serial-number registrations completely intact.
- **Pristine condition:** Defibrillators, metallic cabinets, mounting brackets, and signage must show zero signs of handling, scratching, wall-mounting, or electrical wiring.
- **Inclusions:** All bundled instruction manuals, quality check sheets, power adaptors, and keyrings must be returned with the primary device.
## 3. Services & Subscription Plans
**12-Month Rescue Ready Coverage Plan:** You may cancel your plan within **14 calendar days** of purchase for a full refund. If you have asked us to begin providing coverage immediately within that period, we may deduct a proportionate amount for the coverage already provided. After the cooling-off period, your plan remains active until the end of the 12-month term. You may cancel auto-renewal at any time before your renewal date via your account or by contacting our support desk, and no further payments will be taken.
**One-Time Inspection & Compliance Update:** You may cancel and receive a full refund at any time up to **48 hours before** your scheduled inspection appointment, or within 14 days of purchase if no appointment has yet been scheduled. Once an inspection has been fully carried out with your consent, the statutory right of withdrawal no longer applies.
## 4. Reporting Damaged or Incorrect Items
All HeartShield Ltd emergency systems are verified by our technical desk prior to dispatch across the 32 counties. If a package is structurally damaged during transport or contains incorrect inventory, please notify our Dublin Safety Desk as soon as possible.
- **Verification window:** We ask that you examine the shipping box upon arrival and notify us of any visual shipping damage or missing items within **3 business days** of receipt where possible. This request does not affect your statutory rights under the Consumer Rights Act 2022, including your short-term right to reject faulty goods.
- **Evidence requirement:** When reporting transit damage, please provide clear photographs illustrating the external box breach, serial numbers, and physical equipment surfaces.
- **Rapid swap protocol:** If an item is verified as incorrect or damaged on arrival, HeartShield Ltd will arrange a complimentary courier swap at no charge to your organisation.
## 5. Refunds Management & Timeline
Once your returned items are delivered to our Harcourt Street inspection bay, our safety officers will complete a technical review within **3 business days**.
- **Approval criteria:** If the goods match our returns eligibility standards (sealed, unmounted, clinical packaging intact), the return is approved.
- **Refund execution:** Verified refunds are returned to the original payment method.
- **Processing window:** Depending on banking structures, funds will show on your account statement within **5 to 10 working days** after inspection clearance.
- **Costs deducted:** For non-defective goodwill returns accepted outside the 14-day statutory window, we reserve the right to deduct original shipping/handling fees or apply a 10% medical restocking surcharge. No deductions are applied to statutory cooling-off returns or faulty goods.
## 6. Manufacturer Warranty & Repair Claims
HeartShield Ltd distributes premium, hospital-grade rescue equipment covered by manufacturing warranties:
- **Mediana A15 Defibrillator:** Covered by an extensive **5-year manufacturer warranty** (extendable to 10 years upon custom request), covering all built-in board diagnostics, vocal software, and internal hardware components.
- **Outdoor cabinets:** Metal outdoor cabinets carry a **2-year structural casing and electrical heating component guarantee**, protecting internal heating coils against sub-zero Irish frost conditions when installed by a certified electrician.
- **How to claim:** If your defibrillator reports an internal error light, do not use the unit. Contact us with your model serial number immediately. We will arrange a replacement or priority diagnostic calibration.
Warranty claims are in addition to, and do not limit, your statutory consumer rights.
## 7. Step-by-Step Return Process
1. **Request an RMA number** — Email info@heartshield.ie or call 087 367 2420 to report your return intent and receive a formal RMA voucher.
2. **Pack securely** — Place the sealed medical boxes inside a protective double-walled outer shipping carton. Padding is mandatory to protect sensitive internal components and medical batteries.
3. **Affix RMA & dispatch** — Write the RMA number clearly on the external shipping label. Dispatch the parcel using a recorded, signature-tracked service (such as An Post Registered Post or a tracked courier).
The customer is responsible for the cost of transit insurance and postage for optional general returns, unless the item is pre-authorised as clinically defective or mispackaged.
## 8. Return Location & Support Desk
**Return bay:** HeartShield Ltd (Attn: Returns Dept)
**Address:** 20 Harcourt St., Dublin 2, D02 H364, Ireland
**Phone:** 087 367 2420
**Email:** info@heartshield.ie