After-Sales Policy

🛡️ Warranty Coverage

Every HEATX Lab heat-not-burn device is backed by our comprehensive manufacturer warranty. We stand behind the quality of our engineering and manufacturing — if something goes wrong, we make it right.

Warranty Periods by Product

What's Covered

• Induction heating system and coil failures under normal use
• Battery manufacturing defects (capacity loss exceeding 30% within warranty)
• Circuit board, controller, and charging port malfunctions
• Device housing and structural integrity issues
• LED display and button failures
• Temperature sensor and heating control system errors

What's Not Covered

• Damage from drops, impacts, or physical abuse
• Water damage or liquid immersion beyond the device rating
• Normal wear and tear (scratches, cosmetic fading)
• Damage from unauthorized modifications, disassembly, or repair attempts
• Consumable items (disposables, cartridges, pods) unless DOA
• Loss, theft, or accidental damage
• Damage from using incompatible chargers or accessories

Extended Warranty

Add 12 months of extended coverage at checkout for total 24-month protection. Available for all device models starting at $12.99.

↩️ Return Policy

30-Day Satisfaction Guarantee

Not completely satisfied with your HEATX Lab device? Return it within 30 days of delivery for a full refund. We want you to love your purchase.

Return Eligibility

• Device must be in resellable condition with all original packaging and accessories
• Return request must be submitted within 30 days of delivery date
• Consumable items (disposables, opened cartridges) are non-returnable for hygiene reasons unless defective
• Engraved or customized items are not eligible for return unless defective
• Sale items and clearance items may have different return terms

Return Process

1. Request an RA Number: Email support@heatxlab.com with your order number, reason for return, and photos of the item and packaging.
2. Receive Authorization: Our support team will review your request within 1-2 business days and issue a Return Authorization (RA) number if approved.
3. Ship Back: Carefully package the item with the RA number clearly written on the outside. Use a trackable shipping method.
4. Inspection & Refund: Once we receive and inspect the item (typically 2-3 business days), we'll process your refund to the original payment method.

Refund Timeline

Refunds are processed within 3-5 business days of receiving the returned item. Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear in your account.

Shipping Costs

• Defective or wrong item: We cover return shipping costs
• Change of mind: Customer is responsible for return shipping
• Original shipping fees: Non-refundable unless the return is due to our error

🔧 Repair Service

Even outside the warranty period, we offer repair services for all HEATX Lab devices. Our factory technicians have access to genuine replacement parts and the same quality controls used in production.

Repair Services Available

How to Request a Repair

1. Email support@heatxlab.com with your device model, issue description, and photos/videos of the problem.
2. Our technical team will assess the issue and provide a repair quote and timeline.
3. If you approve the quote, ship the device to our repair facility.
4. We repair, test, and ship back — usually within the estimated timeframe.

Repair Warranty

All repairs come with a 90-day repair warranty covering the same issue. If the repaired component fails again within 90 days, we'll fix it free of charge.

🔄 Replacement Program

For devices that are beyond economical repair, we offer a replacement program at a discounted rate. Upgrade to a current model or get a direct replacement — the choice is yours.

Replacement Options

How It Works

1. Contact support with your device details and issue description.
2. We'll confirm whether repair or replacement is the better option.
3. Pay the replacement fee and ship back your old device.
4. Receive your replacement device — tested, cleaned, and ready to use.

📦 B2B & Wholesale After-Sales Program

We provide dedicated after-sales infrastructure for our B2B partners — distributors, retailers, and OEM/ODM clients. Your business continuity is our priority.

Partner Benefits

• Dedicated account manager for all after-sales coordination
• Priority repair queue — 48-hour turnaround on warranty claims
• Spare parts support — discounted components for self-service partners
• Batch DOA handling — streamlined process for defective units
• Warranty extension options for your customers
• Technical documentation — service manuals and training materials
• Customized return portal for high-volume partners

B2B Warranty Terms

OEM/ODM After-Sales

For private label and custom-branded orders, we offer:

• Branded warranty cards and support materials
• White-label repair and replacement services
• Your customers contact your support — we handle the backend
• Batch traceability with serial number tracking
• Quality issue root-cause analysis and corrective action reports

Become a B2B Partner →

❓ After-Sales FAQ

📞 Contact After-Sales Support