If you placed your order through us directly (distributors included), this information is for you. *Before returning any product contact us for a determination and return authorization.
All standard unused items are returnable within 30 days of receipt and subject to a 15% restocking fee. Your purchase must be returned in saleable condition with your receipt or packing slip and Return Authorization number. To obtain a Return Authorization number, see instructions below. All shipping costs are the responsibility of the customer. This includes initial order shipping and return shipping. Once returned to HeatTrak, your items will be inspected to determine if they are unused. If they are unused, a refund check for the item, less 15% restocking fee, will be issued to you.
Used or Custom Items:
No returns or refunds will be issued for used or customized items.
If your mat becomes defective within 2 years of the shipping date, the item will be repaired. If the item is not repairable, the item will be replaced under the HeatTrak Warranty Policy. No refunds will be given for defective mats.
If you would like to return your HeatTrak® purchase, please make sure to follow these steps:
E-mail firstname.lastname@example.org with this required information:
- Order number
- Items you are returning
- Reason for your return
The more additional information you provide us with (phone number, shipping address, date of your purchase, etc.), the faster we will be able to process your paperwork.
- You will receive a confirmation e-mail from us containing your Return Authorization number.
- Once you receive your Return Authorization number make sure to record it on your receipt or packing slip and send it back to us with your product. You may want to keep a copy for your records as well.
- Ship and label returns to:
3641 Clearview Parkway
Atlanta, GA 30340
Please follow the above steps to ensure a smooth and efficient return process.
Return Policy for Products Purchased from a Retailer other than HeatTrak
If you purchased one of our products from a retail or online establishment other than HeatTrak, please contact them directly. Our distributors have different return policies from us so we cannot process your return if you did not purchase directly from us.
If you have any questions about these terms please feel free to contact us directly at 888-586-4904.