Refund Policy

Last Updated: May 6, 2026

At Heatsam, customer satisfaction is important to us. This Refund & Return Policy explains the conditions under which returns, exchanges, and refunds may be accepted for purchases made on heatsam.store.

1. Return Eligibility

Customers may request a return within 7 days of receiving their order.

To qualify for a return:

• The product must be unused and in its original condition
• All original packaging, accessories, manuals, and included items must be returned
• The item must not show signs of damage, misuse, or modification
• Proof of purchase may be required

Heatsam reserves the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

The following items may not be eligible for return:

• Used products
• Damaged products caused by customer misuse
• Products modified or repaired by unauthorized persons
• Consumable items or opened accessories
• Products damaged by improper electrical usage or improper handling

3. Damaged or Incorrect Orders

If you receive:

• a defective product
• a damaged shipment
• an incorrect item

please contact us within 48 hours of delivery with clear photos or videos showing the issue.

After verification, we may offer:

• replacement
• exchange
• repair
• partial or full refund

depending on the situation.

4. Refund Process

Approved refunds may be processed through:

• cash reimbursement
• bank transfer
• store credit
• replacement product

depending on the order type and circumstances.

Refund processing times may vary depending on logistics and verification procedures.

5. Return Shipping

Customers may be responsible for return shipping costs unless:

• the wrong item was shipped
• the product arrived defective
• the issue was caused by our error

Packages returned without prior approval may be refused.

6. Cash on Delivery (COD) Orders

For Cash on Delivery orders, customers are expected to inspect the package upon delivery when possible.

Repeated refusal of confirmed COD orders may result in future order restrictions.

7. Warranty Claims

Certain products sold by Heatsam include a 12-month limited warranty against manufacturing defects.

The warranty does not cover:

• accidental damage
• misuse
• drops or impact damage
• electrical damage caused by unstable power
• water or liquid damage
• unauthorized repairs
• normal wear and tear

Warranty claims may require inspection before approval.

8. Contact Us

For return or refund requests, contact:

Heatsam
Website: heatsam.store
Email: support@heatsam.store
Phone: +213 694678687