HealthyLine offers a 90-Day Free Trial with every purchase of a heated gemstone device. If you aren’t satisfied within 90 days of delivery, you can send your product back to us.

Your product must be fully working and in its original cosmetic condition for a full refund. We will perform an inspection to determine this when we receive your product.

You may be charged a restocking fee of 10% – 30% of the purchase price depending on the exact condition of the product. Find examples of our grading criteria and correlating restocking fees below. Please note that the grading criteria relates strictly to cosmetic condition.

• Customers must first contact HealthyLine to initiate a 90-day return and receive a Return Goods Authorization (RGA) number prior to shipment. Failure to do so will result in a delay of the refund process.
• HealthyLine requires customers to provide their order information or a valid proof of purchase containing the order date to be eligible for a return under the 90-Day Trial Period.
• Customers will receive a refund of the price they paid for the product.
• HealthyLine does not reimburse the original shipping cost paid, even if the customer received free shipping.
• Customers are responsible to ship the product back to HealthyLine. We do not provide prepaid return labels for any 90-day returns.
• Customers should provide the return tracking information to HealthyLine once it is shipped. Failure to do so may result in a delay of the refund process.
• Only new products purchased from HealthyLine.com include a 90-Day Trial Period. Other distributors may have their own return period and customers must contact the distributor they ordered from for potential returns.
• Bedding, bracelets, and covers are not covered by the 90-Day Trial Period.
• Customers must return all items included with the product (controller, covers, etc.).
• 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 or its personnel.

To receive a full refund, your product must be sent back fully working and in original cosmetic condition. When we receive your product, we perform an inspection and test to determine this.

You may be charged a restocking fee of 10% – 30% of the purchase price depending on the exact condition of the product. Find examples of our grading criteria and correlating restocking fees below. Please note that the grading criteria relates strictly to cosmetic condition.

A

Grade A – 100% Refund

The product is in excellent cosmetic condition:

• Looks New

B

Grade B – 10% Restocking Fee:

The product has slight cosmetic wear:

• Minimal Discoloration
• Odor
• Bending

C

Grade C – 20% restocking fee:

The product has cosmetic wear:

• Used with Evident Marks
• Noticeable Discoloration
• Slight Odor
• Warped Shape.

D

Grade D – 30% restocking fee:

The product has many signs of wear:

• Obvious Marks and/or Discoloration
• Noticeable Odor
• Contorted Shape
• Etc.

X

Abused Product – Not Eligible for Return:

The product is severely damaged:

• Cuts or incisions
• Abnormal marks
• Missing stones
• Significant discoloration

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.

FAQ – 1-year limited warranty

Payment information is never taken by us or transferred to us either through our website or otherwise. Our employees and contractors never have access to it.

At the point of payment, you are transferred to a secure page on the website of PayPal or Amazon. That page may be branded to look like a page on our website, but it is not controlled by us.

When you agree to set up a direct debit arrangement, the information you give to us is passed to our own bank Bank of America for processing according to our instructions. We do not keep a copy.

We are registered under the direct debit guarantee scheme. This allows for the customer’s bank to refund disputed payments without question, pending further investigation. Direct debits can only be set up for payments to beneficiaries that are approved originators of direct debits. In order to be approved, these beneficiaries are subjected to careful vetting procedures. Once approved, they are required to give indemnity guarantees through their banks.

If you send us information in connection with a job application, we may keep it for up to three years in case we decide to contact you at a later date.

If we employ you, we collect information about you and your work from time to time throughout the period of your employment. This information will be used only for purposes directly relevant to your employment. After your employment has ended, we will keep your file for six years before destroying or deleting it.

When you contact us, whether by telephone, through our website, or by e-mail, we collect the data you have given to us in order to reply with the information you need.

We record your request and our reply in order to increase the efficiency of our business.

We keep personally identifiable information associated with your messages, such as your name and email address so as to be able to track our communications with you to provide a higher quality service.

When we receive a complaint, we record all the information you have given to us. We use that information to resolve your complaint.

If your complaint requires us to contact some other person, we may decide to give that other person some of the information contained within your complaint. We do this as infrequently as possible, but it is a matter entirely up to our discretion as to whether we do give information, and if we do, what that information is.

We may also compile statistics showing information obtained from this source to assess the level of service we provide, but not in a way that could identify you or any other person.

When you create an account on our website, buy a product or service from us, and/or otherwise agree to our terms and conditions, a contract is formed between you and us. In order to carry out our obligations under that contract, we must process the information you give us. Some of this information may be personal in nature. We may use it in order to:

• verify your identity for security purposes
• sell products to you
• provide you with our services
• provide you with suggestions and advice on products, services, or how to better use our website

We process this information on the basis there is a contract between us, or that you have requested we use the information before we enter into a legal contract. Additionally, we may aggregate this information in a general way and use it to provide class information. For example, we may use it to monitor our performance with respect to a particular service we provide. If we use it for this purpose, you as an individual will not be personally identifiable. We shall continue to process this information until the contract between us ends or is terminated by either party under the terms of the contract.

Through certain actions, when otherwise there is no contractual relationship between us, such as when you browse our website or ask us to provide you more information about our business including our products and services, you provide your consent to us to process information that may be personal. Wherever possible, we aim to obtain your explicit consent to process this information, for example, by asking you to agree to our use of cookies. Sometimes you might give your consent implicitly, such as when you send us a message by e-mail to which you would reasonably expect us to reply.

In all instances except where you have consented to our use of your information for a specific purpose, we do not use your information in any way that would identify you personally. We may aggregate it in a general way and use it to provide class information, for example, to monitor the performance of a particular page on our website. If you have given us explicit permission to do so, we may, from time to time, pass your name and contact information to selected associates whom we think may provide services or products you would find useful. We continue to process your information on this basis until you withdraw your consent, or it can be reasonably assumed that your consent no longer exists. You may withdraw your consent at any time by instructing us at support@HealthyLine.com. However, if you do so, you may not be able to use our website or our services further.

We may process information on the basis that there is a legitimate interest, either to you or to us, in doing so. Where we process your information on this basis, we do after having given careful consideration to:

• whether the same objective could be achieved through other means
• whether processing (or not processing) might cause you harm
• whether you would expect us to process your data, and whether you would consider it reasonable to do so

For example, we may process your data on this basis for the purposes of:

• record-keeping for the proper and necessary administration of our business
• responding to unsolicited communication from you to which we believe you would expect a response
• protecting and asserting the legal rights of any party
• insuring against or obtaining professional advice that is required to manage business risk
• protecting your interests where we believe we have a duty to do so

We are subject to the law like everyone else. Sometimes, we must process your information in order to comply with a statutory obligation. For example, we may be required to give information to legal authorities if they so request or if they have the proper authorization such as a search warrant or court order.

This may include your personal information. We partner with Rakuten Marketing, who may collect personal information when you interact with our site. The collection and use of this information is subject to the privacy policy located here:

https://rakutenmarketing.com/legal-notices/services-privacy-policy/

https://rakutenmarketing.com/legal-notices/subject-requests/

HealthyLine warrants that all new HealthyLine-branded products sold directly through the HealthyLine website or any legitimate distribution channel, including Amazon, are free from defects in material and workmanship when used under normal conditions following instruction and common sense.

Please note that all items are subject to the 1-Year Limited Warranty if purchased before August 1st, 2020 (Note: Platinum Series items included a 2-Year Warranty prior to August 1st, 2020). As of August 1st 2020, the following AC-powered mats and controllers include a free 5-Year Limited Warranty (further: 5-Year Warranty). For a detailed list of products that include a 5-Year Warranty coverage period, please refer to our detailed Warranty Coverage Period List

The Premium 5-Year Accidental Protection Plan (further: 5-Year Protection Plan) can only be purchased for new mats sold after August 1st, 2020 within the following series: TAO, TAJ, Rainbow, Chakra, SOFT, Blanket, Pet, Mesh, Platinum, 360 Wrap, and any new series first released after 2019.

At the time of purchase (or within 60 days of purchase), you can purchase a 5-Year Accidental Protection Plan directly from us for the price of 15% of the product retail value. This plan will cover you for 5 years for the following issues:

• If you accidentally damage your mat during normal use (intentional damage will not be covered). Normal accidents include scratches, wetness, sweat, water damage, pet damage, dirt, burns, extensive use leading to malfunction, electrical shortage etc.
• If your item was stolen and you can provide a verifiable police report.

All accidental replacements are subject to a 20% deductible and the shipping cost. In some cases, we might ask you to dispose of your damaged mat. For such cases, special disposable instructions will be provided.

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 (it may be a new or refurbished model depending on availability and the condition of your product).

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:

Note: Accidental Protection Plan covers potential deductible fees for a customer’s first replacement.

For the first year of your HealthyLine product’s 5-Year Warranty, you are required to ship the product to us for inspection. If we find that there is in fact a manufacturing defect with your product, we will refund your shipping cost in the form of store credit (customer must provide shipping receipt) and send you a replacement free of charge (continental US only).

Please note that if it is deemed that there is no manufacturing defect in regard to your product (ie. defect resulting from improper use, no defect at all, etc.) we will not reimburse you for the shipping cost and you will be responsible for the return shipping to your address.

Controller replacement is free and includes free shipping (US only).

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).

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).

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).

HealthyLine offers customers the option to purchase a Premium 5-Year Accidental Coverage Plan (further: Accident Plan) for 15% of the retail price at the time of purchase or within 60 days of placing an order. The Accident Plan protects against accidental damage during typical use. This includes scratches, wetness, sweat, water damage, pet damage, dirt, burns, or extensive use leading to malfunction. Intentional damage is not protected by the Accident Plan. This plan also covers stolen items (verifiable police report required).

If an accident occurs with your product, you should first contact a HealthyLine support representative. You will describe the situation and share your order number or valid proof of purchase. If you purchased the Accident Plan within 60 days of ordering your product, please provide the order confirmation for that purchase too. All replacements covered by the Accident Plan are subject to a 20% deductible cost of the retail price. Customers are responsible for shipping costs both ways.

Please note: Accident Plans are only available for non-discontinued items within the following series: TAO, TAJ, Rainbow Chakra 3rd Edition, Amethyst, SOFT, Mesh, Platinum, and 360 Wrap Set series.

• Accident Plans cost 15% of the retail price of any product. Coupon codes or discounts cannot be applied to Accident Plans.
• If purchasing an Accident Plan within 60 days of placing an order, please click this link. It is required to choose the correct product and to provide documentation of your receipt associated with the product you are purchasing the Accident Plan for.
• Accident Plans must be individually purchased for separate products if your order contains more than one item. Example: if you are purchasing 2 infrared gemstone mats and choose to purchase the Accident Plan, it will only cover 1 mat. If you’d like both mats to be covered by the Accident Plan, you would need to include 2 Accident Plans in your cart.
• Accident Plans can only be purchased for orders made on HealthyLine.com and not through any other vendor or distributor.
• Accident Plans are void after 2 replacements during coverage period.
• If your product experiences a manufacturing defect covered by the 5-Year Limited Warranty, any potential deductible fees will be covered if you purchased an Accident Plan. Please note this only applies to a customer’s first replacement under the 5-Year Warranty; if their product encounters another manufacturing defect, the Accident Plan will not cover the deductible fee.

After the warranty period is over, regardless of your product’s condition, you can trade it in and use half of its original value for a new purchase. So, if something happens to your mat—it will never become worthless.

For example: You have a $1,500 HealthyLine mat that is 6-years old or accidentally damaged within the warranty period and is now unusable. Do not throw it away. You can send it in and get 50% of its face value (50% of $1,500 = $750) credited toward your new purchase of $1,500 or more. You can choose another model or set of products, as long as the total amount of purchase is double your trade-in value. And you get credit for 50% of the retail value of your product, not 50% of the amount you paid. As long as it is an original HealthyLine product, it doesn’t matter where you bought it and when.

Before sending any products back to the warehouse, you must speak with a HealthyLine representative who can process the trade-in details and set you up with a new order credit. Always contact us at support@HealthyLine.com before taking any action. HealthyLine reserves the right to void any warranty or refuse policy in the rare case of customer’s dishonesty, scam, false publications, abuse offenses of HealthyLine, or its personnel.

Please note: You can also purchase a refurbished product instead of a new one. A refurbished product is half the price, but only offers a 90-Day manufacturer warranty. Bedding, covers, and bracelets are not covered by this program. You are responsible for all shipping expenses.

You can upgrade your HealthyLine product if it’s in good working condition. You’ll receive the full retail value of your product when you upgrade, but your new purchase has to be at least twice the retail value of your original purchase.

For example: If you have an old $700 HealthyLine mat that’s in good working condition, you can send in that mat and get 100% of its face value ($700) credited toward your new purchase of $1,400 or more. You can choose another model or set of products as long as the total amount of your purchase is double your original mat’s value. And you get credit for 100% of the retail value of your product, not 100% of the amount you paid.

Before sending any products back to the warehouse, you must speak with a HealthyLine representative who can process the upgrade details and set you up with a new order credit. Always contact us at support@HealthyLine.com before taking any action. HealthyLine reserves the right to void any warranty or refuse policy in the rare case of dishonesty, scam, false publications, abuse, offenses of HealthyLine, or its personnel.

Please note: You can purchase a refurbished product instead of a new one. A refurbished product is half the price, but it only offers a 90-Day manufacturer warranty. Bedding, covers, and bracelets are not covered by this program. You are responsible for all shipping expenses.