Refund Policy

Refund & Return Policy

Last updated: May 2026

At heatpads.co, we want you to love what you ordered. If something isn't right, we're here to help.

30-Day Return Window

You have 30 days from the date your order is delivered to request a return or refund. After 30 days, unfortunately we can't offer a refund or exchange.

To be eligible for a return, your item must be:

  • Unused and in the same condition you received it
  • In its original packaging with all tags and accessories
  • Free of damage caused by the customer

How to Request a Return

Email us at heatingpadsco@gmail.com with the following:

  1. Your order number
  2. The item(s) you'd like to return
  3. The reason for the return
  4. Photos of the item (if it arrived damaged or defective)

Once we review your request, we'll send you instructions on how and where to send your return.

Please do not send items back without contacting us first. Returns sent without prior approval may not be accepted.

Refund Processing

Once your return is received and inspected, we'll send you an email letting you know whether your refund has been approved.

If approved:

  • Refunds are issued to your original payment method
  • Please allow 5 to 10 business days for the refund to appear in your account, depending on your bank or card issuer

If your return is rejected (for example, the item was used, damaged by the customer, or returned outside the 30-day window), we'll contact you to discuss next steps.

Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, we're so sorry. Please contact us within 7 days of delivery at heatingpadsco@gmail.com with:

  • Your order number
  • Clear photos showing the issue
  • A short description of the problem

We'll send a replacement or issue a full refund at no extra cost to you.

Return Shipping Costs

  • For defective, damaged, or incorrect items: We cover the return shipping cost.
  • For all other returns (change of mind, didn't fit, etc.): Customers are responsible for return shipping costs.

We recommend using a trackable shipping method. We can't guarantee receipt of returned items without tracking.

Non-Returnable Items

For hygiene and safety reasons, the following are not eligible for return:

  • Items that have been used, worn, or washed
  • Items damaged due to customer misuse
  • Items returned without their original packaging
  • Items missing parts or accessories
  • Sale or clearance items (unless damaged or defective on arrival)

Exchanges

We currently do not offer direct exchanges. If you'd like a different item, please return the original product following the process above and place a new order for the item you want.

Cancellations

Orders can be canceled within 12 hours of being placed. After that, your order has entered processing and can't be canceled or changed.

To cancel, email heatingpadsco@gmail.com as soon as possible with your order number.

Order Never Arrived?

If your tracking shows the order as delivered but you haven't received it:

  1. Check around your delivery location
  2. Ask neighbors or your building's front desk
  3. Wait 24 hours, as carriers sometimes mark packages as delivered early
  4. Contact us at heatingpadsco@gmail.com if it still hasn't appeared

If tracking shows your package is lost or stuck in transit for more than 7 days, contact us and we'll work with you on a replacement or refund.

Refused or Undeliverable Packages

If a package is refused at delivery or returned to us as undeliverable due to an incorrect address or failure to retrieve it, the customer is responsible for any return shipping costs. The original shipping cost is non-refundable in this case.

Late or Missing Refunds

If you haven't received your refund yet:

  1. Check your bank account again
  2. Contact your credit card company (it may take time before your refund is officially posted)
  3. Contact your bank, as there's often some processing time before a refund shows up
  4. If you've done all of this and still haven't received your refund, email us at heatingpadsco@gmail.com

Sale & Promotional Items

Items purchased during a sale, with a discount code, or as part of a promotion are eligible for return under the same 30-day policy, but refunds will be issued for the actual amount paid, not the original retail price.

Bundle Returns

If you purchased a bundle (such as our Upper Body Relief Bundle or Total Comfort Bundle) and want to return part of it, the bundle discount will be recalculated. The refund will reflect the price of the items kept at their individual retail price.

Questions?

We're here to help. Email us anytime at heatingpadsco@gmail.com. We typically respond within 24 hours, Monday through Friday.

We genuinely want every customer to have a great experience with heatpads.co. If something went wrong, let us know and we'll do our best to fix it.