5-Year Limited Warranty Terms and Conditions 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.For a detailed list of products that include a 5-Year Warranty coverage period, please refer to our detailed Warranty Coverage Period List.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).Please refer to the following notes related to the 5-Year Limited Warranty:Warranty coverage begins on the date of delivery.5-Year Limited Warranty coverage only applies to NEW HealthyLine-branded items purchased on HealthyLine.com or through any legitimate vendor.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 replacement controller.If the customer has surpassed the first year of the 5-Year Warranty, they are responsible for the shipping cost for replacement controllers. See “terms and conditions” below for more information.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 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. The terms and conditions for each year of the 5-Year Warranty (see section below) are determined by the date of delivery to our warehouse. Items received in our warehouse after the warranty period are not subject to replacements.If the customer is within the first year of the 5-Year Warranty, 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.5-Year Warranty is void after 2 replacements 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.Return and Replacement Terms and ConditionsThe 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.Year 1For 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).Year 2For 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 3For 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).Years 4 & 5For 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).5-Year Limited Warranty – FAQsThe 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.Please note: accidental coverage is void after 2 replacements during the covered period. In addition, this accidental plan will cover your first deductible fees for the Free 5-Year Limited Warranty. If another time your guest accidentally burns the mat or spills a bottle of vinegar on it, we will replace it again within the 5-Year Protection Plan. Since it is accidental damage, you will pay a 20% deductible ($300) and the shipping cost for damaged and replacement mats. Serial number registration is required for this plan.