1-Year Limited Warranty
HealthyLine guarantees that all new HealthyLine-branded products purchased directly from the HealthyLine website or from any authorized distribution channel are free from defects in materials and workmanship when used under normal conditions and in accordance with the provided instructions. This warranty applies to purchases made from HealthyLine-authorized retailers on any platform or in any territory.
Coverage begins on the date of delivery and runs for one year. If your product is found to be defective within that period, and the defect is not due to incorrect or negligent use, you are eligible for a replacement. Depending on availability and the condition of your product, you may receive an open-box or refurbished model.
For a list of products covered by the 1-Year Limited Warranty, see our Warranty Coverage Period List.
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.
How to File a Claim
- Contact us at support@healthyline.com or (888) 774-4422. Please describe the problem clearly and attach photos or a video so we can identify the issue faster.
- Our representative will walk you through troubleshooting. Many issues are resolved at this stage. If not, we will determine whether the defect is in the controller or the device itself.
- If a controller defect is confirmed, we will ship a replacement controller. Please tell us the number of prongs on the plastic connector so we send the correct match.
- Once our representative confirms the issue, you will receive a Return Goods Authorization (RGA) number. Do not ship the product before you receive it. If the issue is determined to be a manufacturing defect, we will also provide a prepaid shipping label. In all other cases, you are responsible for return shipping costs.
- Include the controller in the return shipment, and fold the product with the stones facing inward at the designated fold lines — medium mats in half, full-size mats in thirds — the same way it was received.
- Once the defect is confirmed on inspection, we will ship your replacement.
A valid proof of purchase — a PayPal record, credit card statement, store receipt, or invoice — is required, along with your order number or invoice and the product's serial number.
Returns must be received at our warehouse within the warranty period. Items arriving after the warranty has expired are not eligible for replacement, so allow time for transit.
Limits and Exclusions
- The warranty covers one replacement. Once a replacement has been issued, coverage under the 1-Year Limited Warranty ends.
- Intentional damage, negligent use, or alteration voids the warranty.
- Cutting any tags or labels on the back of the mat voids the warranty.
- If the returned product is found to be non-defective or shows signs of user-related damage, the cost of the prepaid shipping label may be deducted from any credit issued. We can return the product to you at your expense, apply it toward a trade-in, or dispose of it at your request.
- HealthyLine reserves the right to void any warranty or refuse support in the rare case of dishonesty, false public statements, or abuse directed at HealthyLine, its products, or its personnel.
Shipping
Prepaid shipping labels are provided only within the 48 contiguous states.
For 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, please provide the tracking number to a HealthyLine customer service representative.
After the Warranty Period
If more than 365 days have passed since delivery, the warranty has expired and claims can no longer be submitted. You can still use ourLifetime Trade-Into put credit toward a new product.