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.