WARRANTIES & RETURNS
1-Year Limited Warranty
HealthyLine warrants that all new HealthyLine-branded products sold directly through the HealthyLine website or any legitimate distribution channel are free from defects in material and workmanship when used under normal conditions per instruction.
The 1-Year Limited Warranty coverage applies to purchases made from authorized retailers of HealthyLine from any territory or platform. Any valid proof of purchase such as a PayPal record, credit card statement, store receipt, or invoice is sufficient as proof of purchase.
If a product is defective within one year of receipt, and the defects do not include physical damage caused by incorrect or negligent use, you may obtain a free replacement from HealthyLine. (You may get a refurbished model depending on availability and the condition of your product).
Please note: If the product you return does not appear to be defective or has clearly been damaged by the user, we will ship it back to you at your expense, offer a trade-in, or dispose of it if you refuse to take it back.
- Warranty coverage begins on the date of delivery.
- Customers must first contact HealthyLine’s support team to initiate a warranty claim. The customer must provide all relevant information related to the claimed defect. The customer may be asked to provide either photo or video documentation.
- Order number, order confirmation, or any valid proof of purchase as well as the product’s serial number must be provided.
- The issue may be resolved through troubleshooting. If troubleshooting does not solve the issue, it may be the result of a defect related to the controller or the device itself.
- For controller replacements, customers can receive a free replacement controller.
- Customers must share the number of metal prongs on the plastic connector located on the mat to ensure they receive the correct controller
- Customers may be asked to return their defective controller.
- Customers must return any heated device claimed to be defective to the HealthyLine warehouse prior to receiving a replacement. Shipments must be received within the warranty period. Items received in our warehouse after the warranty period are not subject to replacements.
- HealthyLine will reimburse any reasonable shipping cost in the form of store credit (free shipping included). Customers must provide a shipping receipt to be reimbursed.
- Customers must receive a Return Goods Authorization (RGA) number prior to shipment and share the tracking information with a HealthyLine support representative. Failure to do so may result in a delay of the replacement process.
- Customers must include the device’s controller with the return shipment.
- 1-Year Warranty is void after 1 replacement during coverage period.
- Intentional damage, negligent use against instruction or common sense, or alteration will void the warranty.
- HealthyLine reserves the right to void any warranty or refuse policy in the rare case of customer’s dishonesty, scam, false publications, abuse of HealthyLine products or its personnel.
- Customers must not cut any of the tags or labels on the back of the mat or the warranty will be voided.
If more than 365 days have passed since you received the product and the warranty has expired, you will not be eligible to submit a warranty claim to HealthyLine. However, you can still use our trade-in policy.
Please note: if you paid with a credit card, some cards might offer a free 2nd year of warranty; this has become standard for certain credit cards. (Be sure to check with your credit card provider.) After 365 days, you can still call your credit card provider and give them a date of purchase so they can take care of a warranty replacement for you.
