Free 5-Year Limited Warranty
Starting August 1st of 2020, the following new AC-powered mats and controllers made by HealthyLine® have a 5-Year Free Limited Warranty (further: 5-Year Warranty).
This 5-Year Warranty is effective only on new products within the following series: TAO, TAJ, Rainbow, Chakra, SOFT, Blanket, Pet, Mesh, Platinum, Cocoon, and any new series first released after 2019. Mats that are not listed here are subject to the standard 1-Year Limited Warranty.
The 5-Year Limited Warranty applies to purchases made from authorized retailers of HealthyLine® from any territory or platform. Warranty coverage applies to the NEW original product ONLY and is not transferable to another product with a different serial number, unless replacement takes place. Some deductible fees might apply. Please read terms and conditions for a detailed breakdown of all applicable fees. For deductible free plan, please read about our optional Premium 5-Year Accidental Damage Protection Plan.
HealthyLine® warrants that all new HealthyLine-branded products sold directly through the HealthyLine® website or sold through any legitimate distribution channel, including Amazon, are free from defects in material and workmanship when used under normal conditions in accordance with instruction and common sense. Damage, negligent use against instruction or common sense, alteration will void the warranty.
To enact the 5-Year Warranty, you will need a valid proof of purchase such as a PayPal record, Amazon email, credit card statement, store receipt, or invoice. If you do not have proof of purchase, send us an email with detailed information about your purchase and we will attempt to find it on our end. You must register a purchased heating mat with the serial number here. The serial number can be found on the warranty card (if you have one) or on the back of the mat right under the product tag.
If a product is defective, and the defects do not include physical damage caused by incorrect or negligent use, within 5 years of receipt of the product, you may obtain a free replacement from HealthyLine® (may be new or refurbished [renewed] depending on availability and the condition of your mat). First, please, contact us at support@healthyline.com and explain the problem in detail, get a Return Goods Authorization number (RGA) and ship it back to us to 925 Shepherd Ave, Brooklyn, NY 11208 for a free replacement.
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) or offer a trade-in or dispose of it if you refuse to take it back.
Free shipping for defective items is provided for the 48 continental states; Hawaii, Alaska, and all international customers will be responsible for shipping both ways for all replacements, exchanges, and returns.
Year 1
For the first year of your HealthyLine® product’s 5-Year Warranty, we will cover the shipping cost both ways and provide a replacement free of charge. Controller replacement is free and includes free shipping, as well.
Year 2
For the second year of your HealthyLine® product’s 5-Year Warranty, you must cover the cost of shipping both ways. Replacement of malfunctioned items will be subject to a 10% deductible of the retail cost.
For example: if after 20 months of use your $1,500 mat malfunctioned, we will replace it for you. You would only pay $150 and the cost of shipping between you and our NYC warehouse.
Controller replacement is free, but the shipping cost is your responsibility ($10 within the USA; and $30 Internationally).
Year 3
For the third year of your HealthyLine® product’s 5-Year Warranty, you must cover the cost of shipping both ways. Replacement of malfunctioned items will be subject to a 20% deductible of the retail cost.
Controller replacement is free, but the shipping cost is your responsibility ($10 within the USA; and $30 Internationally).
Year 4 and 5
For the last two years of your HealthyLine® product’s 5-Year Warranty, you must cover the cost of shipping both ways. Replacement of malfunctioned items will be subject to a 30% deductible of the retail cost.
Controller replacement is free, but the shipping cost is your responsibility ($10 within the USA; and $30 Internationally).
*All replacements are made with a new or a refurbished mat in the same or better condition as your current one. All refurbished mats are fully checked, cleaned and sanitized.
What is covered by this warranty?
HealthyLine®, Inc. warrants that new HealthyLine-branded AC-powered heating mat products (according to our list of series or products made in 2020 and after) sold directly through the HealthyLine website or sold through distributors are free from defects in material and workmanship when under normal use. If you purchased this product on any platform on or after August 01, 2020, we suggest keeping a record, or better, go on our website to register your serial number for the warranty.
How long is the warranty period?
The warranty period commences upon the date of purchase for new HealthyLine® products by the end-user purchaser and is in effect for a period of FIVE (5) YEARS subject to terms and conditions. Any valid proof of purchase is sufficient as proof of the date of purchase. Certain stipulations of the warranty structure vary for each year following the initial date of purchase:
- 1st year following date of purchase: Free Replacement of the product and free continental shipping for the replacement product.
- 2nd year following date of purchase: 10% deductible of the original price for replacement of product. The client is required to pay the shipping cost for the replacement unit both ways.
- 3rd year following date of purchase: 20% deductible of the original price for replacement of product. The client is required to pay the shipping cost for the replacement unit both ways.
- 4/5th years following date of purchase: 30% deductible of the original price for replacement of product. The client is required to pay the shipping cost for the replacement unit both ways.
Please note: Replacement of malfunctioned controllers is free for 5 years, but after the 1st year, you pay us for shipping ($10 each way for the USA and $25 worldwide).
What is not covered by this 5-Year Limited Warranty?
The 5-Year Limited Warranty applies only to new HealthyLine products. Used HealthyLine products are not covered by the 5-Year Warranty. Furthermore, the 5-Year Warranty only protects against defects when under normal use. Abuse of any products in any way will render the warranty voided.
How do I contact you for warranty service information?
You can receive warranty service from HealthyLine by emailing support@healthyline.com. Please be prepared to provide proof of purchase and describe the problem in detail. For any returns, you will ship to HealthyLine at 925 Shepherd Ave, Brooklyn, NY 11208.