What Voids Your Warranty
Your HealthyLine mat is built to last. To keep your coverage active, please review the conditions below. Your warranty will be voided if any of the following apply.
Folding & Handling
01 The mat is folded with the stones facing outward
This stresses the wiring and heating layers. Mats designed to fold may be folded only with the stones facing inward, along the original fold lines. Any sign that the mat was ever folded stones-out voids the warranty.
Attention Pet Owners
02 A pet uses the mat without a protective cover
HealthyLine mats are great for pets, but the mat itself must be protected. The mat absorbs odors and cannot be washed, so a pet should only use it with a protective cover.
Always use a protective cover
Your pet should only use the mat with a cover in place.
Wash the cover after every use
Wash the cover every time your pet uses the mat.
Any mat returned with pet hair, pet odors, urine, stains, or other pet-related contamination on the mat itself is considered improperly maintained.
Use & Care
03 The mat is misused or the user manual is not followed
Examples include:
- contact with water or other liquids
- using a voltage converter rated below the power specified on the product page
- placing the mat on top of another heating device
- outdoor use
- sharp objects or heavy furniture on the mat
04 The mat is returned in unsanitary condition
For the safety of our staff, the warranty is voided for mats returned in any of these conditions:
- wet
- soiled with dirt, sand, or grass
- contaminated with excrement or other bodily fluids
- carrying strong odors
Labels & Repairs
05 The serial number or care tag is removed or altered
Both labels on the back of the mat are marked "DO NOT REMOVE – required for warranty." If either has been cut off, removed, altered, or made unreadable, we cannot verify the product.
06 The mat is opened, repaired, or modified by anyone other than HealthyLine
Unauthorized repairs and modifications can damage internal components. Modifications include:
- cutting or sewing the mat
- removing or replacing stones
- altering the wiring
- using a controller or power cord not supplied by HealthyLine
Coverage Limits & Conduct
07 Our engineers determine the defect was caused by improper use
HealthyLine engineers inspect every returned mat. If the reported problem resulted from improper use rather than a manufacturing defect, the warranty is voided. We will send you a written explanation with photos.
08 The replacement limit has been reached
Coverage ends once the replacement limit for your warranty is reached.
Year Limited Warranty
Coverage ends after one replacement
Year Limited Warranty
Coverage ends after two replacements
09 A claim involves fraud or misrepresentation
This includes misrepresenting the mat's condition, where it was bought, the purchase date, who owns it, or how the damage happened.
10 HealthyLine staff are abused or mistreated
HealthyLine reserves the right to void the warranty and refuse support in cases of abusive or threatening behavior toward our personnel.
Questions About Coverage
We're here to help you protect your mat
Not sure whether something is covered? Reach out before attempting any repair or return, and our team will guide you.
Contact Support