Return Policy for 90-Day Free Trial 

HealthyLine offers a 90-Day Free Trial with every purchase of a heated gemstone device. If for any reason you aren’t satisfied within 90 days of delivery, you can send your product back to us, even though we fully expect you to love your product from the day it arrives.

For more information about the 90-Day Free Trial.

Please review the return procedure below:

1. 90-day returns require the product to be in working and original condition. 
2. Customers must first contact HealthyLine’s support team to initiate a 90-day return. The customer must provide the order number, order confirmation, or any valid proof of purchase containing the order date. 
3. The customer must be provided with a Return Goods Authorization (RGA) number from a HealthyLine representative prior to shipment.
4. The customer has to prepare the package for shipment. It is required for customers to include a note containing the provided RGA number. All contents (controller, covers, etc.) included with the product must also be included with the return. 
5. The package can then be shipped to the HealthyLine warehouse. Please note: customers are responsible for return shipping costs and the original shipping cost is non-refundable. This is true if the customer received free shipping. 
6. Once the product is received in our warehouse, it will then be tested to confirm the functionality and condition. 
7. After the condition is confirmed, we will then proceed to refund the purchase price (minus shipping). 
8. Hawaii, Alaska, and all international customers will be responsible for shipping both ways for all exchanges and returns.

Return Policy for Limited Warranties

HealthyLine includes a limited warranty (1-Year or 5-year Warranty depending on product) with every purchase of an InfraMat Pro® that protects against manufacturing defects when used under normal conditions and in accordance with instruction and common sense. In the case of a manufacturing defect, the customer can receive a replacement of the same product as long as they are still within the warranty period (terms and conditions may apply).  

For more information about the 1-Year Limited Warranty.

For more information about the 5-Year Limited Warranty.

Please carefully review the return procedure for replacements covered by the limited warranty below:

Initiating a Warranty Claim

1. Customers must first contact HealthyLine’s support team to initiate a warranty claim. The customer must provide all relevant information related to the claimed defect. The customer may be asked to provide either photo or video documentation.
2. The issue may be resolved through troubleshooting. If troubleshooting does not solve the issue, it may be the result of a defect related to the controller or the device itself.   

Replacement of Controller

1. If the malfunction is the result of a controller defect, we will offer a replacement. Customers must share with us the number of prongs included on the plastic connector located on the unit to ensure that they receive the correct controller.

• Hawaii, Alaska, and all international customers will be responsible for shipping both ways for all replacements.

Replacement of Unit

1. If the malfunction is the result of a unit defect (or if the controller replacement didn’t resolve the issue), we will offer a replacement of the unit.
2. HealthyLine requires that the customer’s unit be returned to our warehouse for inspection purposes prior to the shipment of any replacement. Customers must receive an RGA number before they ship the unit to the HealthyLine warehouse.
3. After confirming the unit malfunction is the result of a manufacturing defect, HealthyLine will proceed with the replacement. If the customer is within the 1-Year Warranty or the first year of the 5-Year Warranty, they will be sent a free replacement.
4. If the inspection determines that the malfunction is not the result of a manufacturing defect or if there does not appear to be a defect, we will ship the unit back to the customer (at customer’s expense), accept it as a trade-in, or dispose of it if the customer refuses to take it back.

Return Policy for Lifetime Trade-In

HealthyLine offers the world’s best lifetime trade-in policy. Regardless of your mat’s condition or if it’s still under warranty, you can always send it to us for a trade-in and use half of its retail price towards a new purchase. So, if something happens to your mat—it is truly never worthless!

For more information about the Lifetime Trade-In Policy.

1. Customers must first contact HealthyLine’s support team to initiate a Trade-In. The customer must provide the order number, order confirmation, or any valid proof of purchase.
2. Once the customer is provided an RGA number, they are free to ship their unit back. Customers are responsible to ship the unit to our warehouse at their expense. 
3. Once the unit arrives in our warehouse, the customer will be provided a coupon code containing their Trade-In credit worth half the value of the retail price of the product.
4. The customer is then free to place an order on HealthyLine’s website and apply their Trade-In credit. Please note that Trade-In credit can only be applied on HealthyLine.com for purchase double the Trade-In credit.

Return Policy for Lifetime Upgrade

If at any point you decide you want a larger or more advanced HealthyLine product, you have the option to upgrade your current one! All you have to do is send us your product and, after we verify it is fully functional, we will give you full credit for the retail price of your product.

For more information about the Lifetime Upgrade Policy.

1. Products are only eligible for the Lifetime Upgrade Policy if it is fully functional and in good cosmetic condition. If not, it is still eligible for the Lifetime Trade-In Policy. 
2. Customers must first contact HealthyLine’s support team to initiate an Upgrade. The customer must provide the order number, order confirmation, or any valid proof of purchase.
3. Once the customer is provided an RGA number, they are free to ship their unit back. Customers are responsible to ship the unit to our warehouse at their expense. 
4. Once the unit arrives in our warehouse, it will be tested and inspected to confirm it is fully functional and in good cosmetic condition. If not, it will be eligible for the Trade-In policy.
5. After the unit is accepted as an Upgrade, the customer will be provided a coupon code containing their Upgrade credit.
6. The customer is then free to place an order on HealthyLine’s website and apply their Upgrade credit. Please note that Upgrade credit can only be applied on HealthyLine.com for purchase double the Upgrade credit.