Refund policy
Returns & Refund Policy
Last updated: September 26, 2026
1. General Return Policy
We want you to love your HeatLoom Heated Shawl. If it's not right for you, we accept returns within 30 days of delivery.
To be eligible for a return, your item must be:
- Unused, unworn, and unwashed, with the heating panels, USB controller, and all original parts intact
- In its original packaging, including all inserts and accessories
- Accompanied by proof of purchase (order number or receipt)
The following are not eligible for return or refund:
- Items damaged through misuse, dropping, or exposure to water/weather after delivery
- Items missing original packaging, parts, or accessories
- Gift cards and final-sale or clearance items (clearly marked as such at checkout)
This policy does not affect your statutory rights as a consumer (see Section 10).
2. Order Cancellations
You can cancel an unfulfilled order within 1 hour of placing it. Email hello@heatloom.store with your order number as soon as possible — we'll cancel it and issue a full refund if it's still within this window.
After 1 hour, or once your order has started processing, we're unable to guarantee a cancellation, as it may already be with our fulfillment partner. In that case, you're welcome to use the return process below once your order arrives.
3. Damaged, Defective, or Incorrect Items
If your shawl arrives damaged, defective (heating panels don't warm up, chest button doesn't light up, USB connection doesn't work), or isn't what you ordered, we'll make it right at no cost to you — no return shipping required.
To report the issue, email hello@heatloom.store within 7 days of delivery with:
- Your order number
- A photo or short video showing the problem
- A description of the defect
Once verified, we'll send a free replacement or a full refund, your choice. We do not require you to ship the faulty item back unless we ask for it, in which case we'll cover the return shipping cost.
4. Return Authorization and Instructions
Before sending anything back, contact us at hello@heatloom.store to request a Return Authorization (RA). Please include:
- Your order number
- The item(s) you want to return
- The reason for the return
We'll confirm your return is eligible and send you the correct return address and RA number. Do not send returns to the address on the shipping label — items sent back without an RA number, or to the wrong address, may be delayed, lost, or refused (see Section 6).
Package the item securely in its original packaging to prevent damage in transit.
5. Return Shipping Costs
For change-of-mind returns (no longer wanted, didn't fit expectations, etc.), the customer is responsible for return shipping costs. We recommend using a trackable shipping method, since we can't issue a refund for a return that doesn't reach us.
Return shipping is free when the return is due to our error — a damaged, defective, or incorrect item (see Section 3).
6. Unauthorized Returns
Items returned without a Return Authorization number, outside the 30-day window, or that don't meet the condition requirements in Section 1 may be refused or returned to sender at the customer's expense. We're not responsible for items lost or damaged in transit when sent without following the process in Section 4.
7. Approved Refunds
Once we receive and inspect your returned item, we'll email you to confirm the refund is approved. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take a few extra days for the refund to show on your statement.
If more than 15 business days have passed since your refund was approved and you haven't seen it, contact us at hello@heatloom.store and we'll look into it.
8. Lost Orders and Shipping Issues
If tracking shows your order as delivered but you haven't received it, or your order appears lost or significantly delayed in transit, contact us at hello@heatloom.store within 14 days of the expected delivery date. We'll work with the carrier to locate your package and, where that isn't possible, arrange a replacement or refund.
Please double-check your shipping address at checkout — we aren't able to reroute or refund orders that were shipped correctly to an address entered incorrectly by the customer.
9. Third-Party Fulfillment
Orders may be fulfilled or shipped by a third-party supplier or fulfillment partner on our behalf. This does not change your rights under this policy — all returns, refunds, and support requests are handled directly through us at hello@heatloom.store, not the fulfillment partner.
10. Mandatory Consumer Rights
Nothing in this policy limits or excludes any consumer protection rights you have under mandatory law in your country or state that cannot be waived by agreement — including statutory rights relating to faulty, defective, or misdescribed goods. Where local law grants you rights beyond what's described above, those rights apply in addition to this policy.
11. Contact Us
For questions about returns, refunds, cancellations, damaged items, or a lost order, reach us at:
Email: hello@heatloom.store
Please include your order number in any message so we can help you faster.