5-Year Limited Warranty

HealthyLine guarantees that all new HealthyLine-branded products purchased directly from the HealthyLine website, or any authorized distribution channel are free from defects in materials and workmanship when used under normal conditions and in accordance with the provided instructions. The 5-Year Limited Warranty applies to purchases made from HealthyLine-authorized retailers on any platform or in any territory. 

If your product is found to be defective within five years of purchase and the defect is not due to incorrect or negligent use, you are eligible for a replacement from HealthyLine. A valid proof of purchase, such as a PayPal record, credit card statement, store receipt, or invoice, is required. Depending on availability and the condition of your product, you may receive an open box or refurbished model. 

Please note: that all items purchased before August 1st, 2020 are subject to the 1-Year Limited Warranty, without exception. For a detailed list of products that include a 5-year Limited Warranty please refer to our detailed Warranty Coverage Period List.

• The 5-Year Limited Warranty applies only to NEW HealthyLine-branded items purchased on HealthyLine.com or from HealthyLine authorized retailers.
• The warranty period begins from the original product delivery date, even if the product has been replaced under warranty.
• To initiate a warranty claim, customers must first contact HealthyLine’s support team and provide all relevant information about the claimed item.
• Valid proof of purchase, such as a PayPal record, Amazon order email, credit card statement, store receipt, or invoice, is required to activate the 5-Year Warranty. Customers will also need the order confirmation and the product’s serial number. Photo or video documentation may be requested.
• Warranty coverage is not transferable to another product with a different serial number unless a replacement occurs. Please note that the warranty period begins from the original order/product delivery date, even if the product has been replaced under warranty.
• The issue may be resolved through troubleshooting; otherwise, it is subject to further investigation.
• Customers must return any claimed non-working heated device to the HealthyLine warehouse before receiving a replacement. Shipments must be received within the warranty period. The terms and conditions for each year of the 5-Year Warranty are determined by the date the item arrives at our warehouse. Items received after the warranty period are not eligible for replacement.
• Customers must obtain and include a Return Goods Authorization (RGA) number before returning their product, and they must share the tracking information with a HealthyLine support representative. Failure to do so may delay the replacement process.
• Customers must include the device’s controller with the return shipment and make sure to fold the product with stones facing inwards and in the predetermined places (medium mats fold in half, full-sized mats fold into thirds). The same way the product was received.
• The 5-Year Warranty is void after two replacements during the coverage period.
• Intentional damage, negligent use, or alteration will void the warranty. HealthyLine reserves the right to void any warranty or refuse service in cases of dishonesty, scams, false publications, or abuse of HealthyLine products or its personnel.
• For our international customers, including those in Hawaii and Alaska, all shipping costs are the responsibility of the customer, and these terms are non-negotiable. Once your product has been shipped to HealthyLine, we kindly request that you provide the tracking number to a HealthyLine customer service representative.
• HealthyLine reserves the right to limit its assistance to matters directly related to the product and its corresponding value. Essentially, HealthyLine is not obligated to offer help beyond the scope of the product itself or its value, and any assistance provided will be focused on the product and its associated warranty or purchase terms.
• HealthyLine reserves the right to void any warranty or refuse support in the rare event of customer dishonesty, scam, false publications, or abuse of HealthyLine and/or its personnel.

Please note: If the returned product is found to be non-defective or exhibits signs of user-related damage, we can either return it to you at your expense, offer a trade-in option, or dispose of the item at your discretion if you choose not to reclaim it.

Exclusions

The warranty does not cover damages resulting from misuse, accidents, or unauthorized repairs.

If the product is defective, and the defect does not include physical damage caused by incorrect or negligent use, within the 5 years of receiving the product, you may obtain a replacement from HealthyLine (it can be a new or refurbished model depending on availability and the condition of your product). The 5-Year Warranty is void after two replacements during the coverage period.

We encourage you to register any purchased heating device here. You can find the serial number on the warranty card (if you have one) or on the back of the mat under the product tag.

The 5-Year Limited Warranty begins the day you receive your product. Each year following the initiation of the warranty coverage is subject to its own individual terms and conditions. These terms and conditions are determined by the date your product arrives at the HealthyLine warehouse. Please refer to the terms and conditions below for more information:

First and Second year of Warranty

For issues arising within the first and second year of warranty, we provide a return shipping label. Customers  are required to ship the product to us for inspection. If a manufacturing defect is found, we send you a replacement free of charge. Return shipping labels are only provided for Continental U.S.

• Hawaii, Alaska, and International customers pay for shipping to and from HealthyLine.
• Controller replacement is free and includes free shipping in the Continental US only! (Hawaii, Alaska, and other International customers are excluded). 

If it is determined by our engineers that the defect is the result of improper use, the warranty will be voided. If no defect is found, HealthyLine reserves the right to return the same product to the customer, with shipping costs being the customer's responsibility.

Third Year of Warranty

Customers are responsible for covering the cost of shipping both ways. Replacement of malfunctioning items will incur a 10% deductible of the retail price. For instance, if your $1,500 mat malfunctions after 20 months of use, we will replace it for $150 plus shipping costs. 

Controller replacements are free, but you must cover the shipping costs ($10 within the Continental USA and $30- $60  internationally, depending on the country).

Fourth and Fifth year of Warranty

Customers are responsible for covering the cost of shipping both ways. Replacement of malfunctioning items will incur a 20% deductible of the retail price. Controller replacements are free, but you must cover the shipping costs ($10 within the Continental USA and $30- $60 internationally, depending on the country).

Please note: If the returned product is found to be non-defective or exhibits signs of user-related damage, we can either return it to you at your expense, offer a trade-in option, or dispose of the item at your discretion if you choose not to reclaim it.