Return, Refund and Exchange Policy

At HeatMate, we want every customer to feel confident when shopping with us. This policy explains how returns, refunds, and exchanges are handled.

Return Period

You may request a return within 30 days of receiving your order.

Return Eligibility

To be eligible for a return, the item must:

• Be unused and in its original condition
• Be returned in its original packaging
• Show no signs of use, damage, or washing
• Include proof of purchase or order confirmation

Due to the personal-use nature of our drinkware products, we cannot accept returns for items that have been used after delivery.

How to Request a Return

To request a return, please contact us through the Contact Us page on our website.

Please include:

• Your order number
• Product name
• Reason for the return
• Clear photos of the item, if damaged or defective

Once your request is reviewed, we will provide return instructions.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon arrival.

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery and provide clear photos of the issue so we can resolve it quickly.

Non-Returnable Items

The following items cannot be returned:

• Used or washed products
• Products damaged due to misuse
• Discounted or sale items
• Gift cards

Exchanges

If you would like to exchange an item, please request a return for the original item and place a new order for the replacement product once the return is approved.

European Union 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.

To qualify, the item must be unused, in its original condition, and returned in its original packaging.

Refunds

Once we receive and inspect your returned item, we will notify you regarding the approval status of your refund.

If approved, your refund will be processed to your original payment method within 10 business days.

Banks and payment providers may require additional time to process and post the refund.

Shipping Costs

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping fees, if applicable, are non-refundable.