Refund policy
Returns & Refund Policy — HeatCush
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Our Voluntary 60-Night Trial
In addition to your legal statutory rights, HeatCush offers a voluntary 90-night satisfaction trial as a goodwill gesture. This trial is subject to all conditions below and may be
withdrawn for any customer who abuses the process.
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Step 1 — Request Authorisation First
Do not send anything back without written authorisation. Unauthorised returns will be refused, returned to sender at their cost, or disposed of.
Email hello@heatcush.com with:
- Full name and order number
- Email address used at checkout
- Detailed reason for return
- Minimum 4 photos: front, back, both sides of the product
- Photo of all accessories and original packaging intact
- Photo of the outer delivery box showing your address label
Incomplete requests will not be processed. We respond within 3–5 business days. If authorised, you must return the item within 14 days of receiving authorisation — after that the
authorisation expires and no refund will be issued.
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Eligibility — Every Condition Must Be Met
- Request submitted within 60 days of confirmed delivery date
- Product returned in original, undamaged retail box with all accessories, inserts, manuals, cables, and packaging materials
- Product shows no signs of misuse, excessive wear, scratches, burns, odours, or any modification
- All original labels, stickers, and protective films remain intact and unremoved
- One return per household address — previous returners are not eligible
- Item received at our facility within 14 days of authorisation
We reserve the right to refuse any return that does not meet every single condition above.
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Return Shipping
Return shipping is entirely the customer's responsibility. Tracked and insured shipping is required — we cannot process refunds for items lost or damaged in return transit. Proof of
postage is not proof of delivery. We do not provide prepaid return labels for change-of-mind or trial returns.
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Inspection & Refund
All returned items are inspected within 5–7 business days of receipt. Refunds are only issued after inspection is complete and approved.
We reserve the right to:
- Reject the return entirely if any condition is not met
- Apply a restocking and handling fee of up to 25% for items returned in deteriorated, incomplete, or heavily used condition
- Deduct the retail value of any missing accessories, cables, manuals, or packaging from the refund amount
- Delay the refund until the full inspection is concluded
Approved refunds are processed to the original payment method within 7–10 business days. Allow additional time for your bank or card provider to process the payment.
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Non-Returnable — No Exceptions
The following are not eligible for refund under any circumstances:
- Items returned after 60 days from confirmed delivery
- Items returned without prior written authorisation
- Items missing original packaging, accessories, documentation, or cables
- Items with removed, damaged, or altered labels or stickers
- Items showing physical damage, burns, stains, liquid damage, or odours
- Items that have been opened and reassembled incorrectly
- Items modified or repaired by anyone other than HeatCush
- Repeat or second returns from the same household or delivery address
- Items purchased during promotional events or with discount codes exceeding 20% off (eligible for store credit only, not cash refund)
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Damaged on Arrival
If your order arrives visibly damaged, you must notify us within 48 hours of delivery at hello@heatcush.com. Your email must include photos of the outer packaging (unopened if possible)
and the damaged item. Claims submitted after 48 hours cannot be attributed to transit damage and will be assessed under the standard warranty process only. We recommend filming yourself
opening the parcel as proof.
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1-Year Warranty — Manufacturing Defects Only
HeatCush products are covered by a 1-year voluntary warranty against genuine manufacturing defects from the date of delivery.
The warranty is immediately void if any of the following apply:
- The product has been dropped, knocked, or subjected to physical impact
- The product has been exposed to water, moisture, or liquids
- The product has been used with voltage, plugs, or adapters not specified in the manual
- The product has been opened, disassembled, or tampered with internally
- The product shows signs of use inconsistent with normal domestic use
- The fault is reported more than 7 days after the defect first appeared
- The product has been used by anyone other than the original purchaser
- The original proof of purchase cannot be provided
How to make a warranty claim:
Contact hello@heatcush.com as soon as possible and within 7 days of the defect first appearing. Include your order number, a detailed description of the fault, and a minimum of 4 photos or
a short video clearly showing the defect in operation. Claims submitted outside this window are not covered under the voluntary warranty.
We will assess the claim within 5–7 business days. Where a genuine manufacturing defect is confirmed, we will offer a repair, replacement, or partial refund at our sole discretion. The
decision of HeatCush is final.
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Your UK Statutory Rights
Nothing in this policy removes or limits your statutory rights under UK law.
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of delivery for any reason. To exercise this right, notify us in writing at
hello@heatcush.com within 14 days of receiving your order. You are responsible for return shipping costs. We will process your statutory refund within 14 days of receiving the goods back,
minus a deduction for any diminished value if the item has been handled beyond what is necessary to assess it.
Under the Consumer Rights Act 2015, if your item is faulty or not as described at the time of delivery, you have the right to a full refund within 30 days of delivery. After 30 days and up
to 6 months, we are entitled to attempt one repair or replacement before a refund is issued. To exercise these rights, contact hello@heatcush.com with proof of purchase and evidence of
the fault.
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Contact
Email: hello@heatcush.com
Response time: 24–48 hours, Monday to Friday