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Return, Refund & Exchange Policy
At HeatMate, we are committed to providing high-quality products and a smooth shopping experience for all our customers. Please read our Return, Refund & Exchange Policy carefully before making a purchase.
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 meet the following conditions:
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The product must be unused and in its original condition.
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The item must be returned in its original packaging.
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The product must not show signs of use, damage, or washing.
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Proof of purchase or order confirmation must be provided.
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 start a return request, please contact us at:
Email:
salem.basaleh94@gmail.com
Please include:
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Your order number
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Product name
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Reason for the return
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Clear photos of the item (if damaged or defective)
Once your request is reviewed, we will provide return instructions and the appropriate return shipping address.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon arrival. If you receive:
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A damaged item
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A defective product
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The wrong item
Please contact us within 48 hours of delivery and provide clear photos of the issue so we can resolve it as quickly as possible.
Non-Returnable Items
The following items cannot be returned:
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Used or washed products
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Products damaged due to misuse
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Discounted or sale items
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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:
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Be unused
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Be in its original condition
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Be 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 automatically processed to your original payment method within 10 business days.
Please note that banks and payment providers may require additional time to process and post the refund.
Shipping Costs
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Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
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Original shipping fees (if applicable) are non-refundable.