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Returns & Refunds

Return Period

This return policy applies in addition to your statutory right of withdrawal. Your statutory right of withdrawal remains fully unaffected by this policy. You can find all details about the withdrawal process in our Right of Withdrawal section

Our Voluntary 30‑Day Return Guarantee

We want you to be completely happy with your HEAT.me product. That’s why we offer you a voluntary option to return products within 30 days of receiving them – completely stress‑free.

This voluntary return guarantee is an additional service we provide and does not replace your statutory right of withdrawal.

When can you return a product?

A return under our voluntary guarantee is possible if:

  • the product is unused

  • the product is in perfect condition

  • all components (including accessories) are included

  • the return is made within the 30‑day period

Opened or activated HEAT.me pads cannot be returned for safety and hygiene reasons. The same applies to opened HEATRings. Your statutory right of withdrawal remains fully unaffected by this.

How to return a product

  1. Send us a short message at support@heatncool.me including your order number.

  2. We will send you the return address and all further instructions.

  3. Pack the product securely and send it back to us.

  4. Once your return has arrived and has been checked, we will refund the purchase amount.

Who pays for the return shipping?

Return shipping costs are covered by you, unless:

  • the product was faulty

  • or we sent you the wrong item

In these cases, we will of course cover the return costs.

How refunds are processed

After receiving and checking your return:

  • we will refund the amount via the original payment method

  • usually within 5–7 business days

Please note that some payment providers may require additional processing time.

Please avoid unannounced returns

Returns sent without prior contact cannot be assigned to an order and may delay the refund process. So please always reach out to us first.

We’re here for you

If you have any questions about returns or refunds, feel free to contact us anytime: support@heatncool.me