Return Policy for 90-day free trial and price guarantee

HealthyLine offers the most comprehensive warranty and return program in the heated gemstone device industry. Taking advantage of our exceptional policies requires proper protocol and procedure to ensure your experience is handled with attention. Please refer below to the return policies corresponding to each of the warranty programs offered by HealthyLine!

HealthyLine records every serial number for all sales, returns, exchanges, and warranties. If you violate or misuse our return or exchange policy, your warranty will be voided. 

Before proceeding with the return policies for each warranty program, please understand the following general notes regarding our Return Policy:

• Customers shipping any unit at their own expense must provide the return tracking information to a HealthyLine representative. Failure to do so may result in a delay in the return process.
• If you are returning a gemstone mat that needs to be folded, please only fold the mat with stones facing inwards and in the predetermined places (medium mats fold in half, full-sized mats fold into thirds). Any mats received that are not folded inwards and/or folded in the incorrect places will be considered misused. Customers are responsible for an additional restocking fee. Please refer to the following link: https://healthyline.com/pages/return-policy-for-90-day-free-trial-and-price-guarantee 

• 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.
• If an issue occurs during the return shipping process, customers are responsible to make a claim with the shipping carrier and inform HealthyLine of the issue. 
• Hawaii, Alaska and International customers are fully responsible for the shipping cost for all returns.
• 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. 

HealthyLine offers a 90-Day Free Trial with every purchase of a heated gemstone device. If for any reason you aren’t satisfied within 90 days of delivery, you can send your product back to us, even though we fully expect you to love your product from the day it arrives.

For more information about the 90-Day Free Trial please review the return procedure below:

1. 90-day returns require the product to be in working and original condition.
2. Customers from Healthyline.com and Healthyline.ca must first contact HealthyLine’s support team to initiate a 90-day return. Customers must provide the order confirmation, or any valid proof of purchase containing the order date.
3. If you purchase a HealthyLine product from a third-party retailer (e.g., Amazon.com, Walmart.com, HealthyWave.com), please refer to the return policy of the respective retailer.
4. Customers must be provided with a Return Goods Authorization (RGA) number from a HealthyLine representative before shipment.
5. Customers have to prepare the package for shipment. It is required for customers to include a note containing the provided RGA number. All contents (controller, covers, etc.) included with the product must also be included with the return. If you are returning a gemstone mat that needs to be folded, please only fold the mat with stones facing inwards and in the predetermined places (medium mats fold in half, full-sized mats fold into thirds).
6. The package can then be shipped to the HealthyLine warehouse. Please note: customers are responsible for return shipping costs and the original shipping cost is non-refundable. This is true if the customer received free shipping as well.
7. Once the product is received in our warehouse, it will then be tested to confirm its functionality and condition. This process can take 48-72 business hours. After the condition is confirmed, we will then proceed to refund the purchase price (minus shipping). 
8. Hawaii, Alaska, and all international customers will be responsible for shipping both ways for all exchanges and returns.

Please note: That HealthyLine does not provide shipping boxes, return labels, or any shipping accessories. Customers are responsible for properly packaging their items for return and covering all associated shipping costs.

HealthyLine offers a 1-Year or 5-Year Limited Warranty (depending on the product) with every purchase of an InfraMat Pro®. This warranty covers manufacturing defects when the product is used under normal conditions and according to the provided instructions and general best practices. In the event of a manufacturing defect, customers may receive a replacement of the same product, provided the claim is made within the warranty period (terms and conditions may apply).

For more information about the 1-Year Limited Warranty.

For more information about the 5-Year Limited Warranty.

Please carefully review the return procedure for replacements covered by the limited warranty below:

Initiating a Warranty Claim.

1. Customers must first contact HealthyLine’s support team to initiate a warranty claim, providing all relevant information about the claimed defect. You will also need the order number/invoice and the product’s serial number. Photo or video documentation may be requested.
2. 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. 

Replacement of Controller

If the malfunction is the result of a controller defect, we will offer a replacement. Customers must share the number of prongs/holes where the controller plugs into their unit to ensure that they receive the correct controller.

• Hawaii, Alaska, and all international customers will be responsible for shipping both ways for all controller replacements.

Replacement of Unit:

1. If the malfunction is due to a unit defect, or if replacing the controller does not resolve the issue, we will offer a replacement unit, provided the product is still under warranty.
2. HealthyLine requires that the customer’s unit be returned to our warehouse for inspection purposes prior to the shipment of any replacement. Customers must receive an RGA number before they ship the unit to the HealthyLine warehouse.
3. If the customer has surpassed the first or second year of the 5-Year Limited Warranty, the customer is responsible for the return shipping cost.
4. If the inspection determines that the malfunction is not the result of a manufacturing defect or if there does not appear to be a defect, we will ship the unit back to the customer (at the customer’s expense), accept it as a trade-in, or dispose of it if the customer refuses to take it back.
5. Hawaii, Alaska, and all international customers will be responsible for shipping all replacements both ways.