Return Policy

Welcome to Heat and Light Wellness — where your satisfaction is our top priority. We understand that sometimes a product may not meet your expectations. Our return policy is designed to be fair and transparent, ensuring a smooth experience while protecting both you and our team.

General Return Rules

Return Window: Returns must be requested within 30 days of delivery.

Restocking Fee: A 30% restocking fee applies to all returns, including refused shipments and returns due to incorrect shipping addresses provided by the customer.

Product Condition: Returns are only accepted for unused, uninstalled products in original packaging, including the box, pallet (if applicable), accessories, manuals, and documentation.

Non-Returnable Items: We do not accept returns on used or modified items, items not in resalable condition, items missing original packaging, or consumable accessories.

Damaged Items: Must be reported within 24 hours of delivery. Include clear photos of any damage to expedite resolution.

Exchange Policy

Exchange Window: Requests must be made within 30 days of delivery.

Condition: Items must be unused and in original packaging.

Process: The original item is returned and inspected, a refund is issued (less the 30% restocking fee), and the customer places a new order for the replacement item.

Fees: A 30% restocking fee still applies to exchanges.

Refund Processing

Refunds are processed after we receive the returned item(s), inspect for condition and eligibility, and approve the return. Refunds are issued to the original payment method within 10 business days after we receive and inspect the returned item. Once we process the refund, your bank or card issuer may take an additional 5–10 business days for the funds to appear on your statement.

Cancellation Fees

If you need to cancel your order, please note:

• Before payment is captured (order not yet shipped): No fee.
• After payment is captured but before the order has shipped: A 5% cancellation fee applies.
• After the order has shipped: Our standard 30% restocking fee applies (treated as a return).

Payment is captured only at the time of shipment. Please see our Cancellation Policy for complete details.

Starting a Return

To initiate a return, please:

1. Contact us at sales@heatandlightwellness.com or (888) 916-9761 (Monday–Friday, 9:00 AM–5:00 PM EST
2. Provide your Order Number and reason for return
3. Our team will review your request and, if eligible, issue a Return Authorization (RA) Number
4. Carefully package the item with all original contents
5. Clearly label the package with your RA number
6. Ship to the return address provided by our team
7. Send us the tracking number so we can monitor the return

Note: Return shipping costs are the customer's responsibility unless the product is defective or arrived damaged.

Changing Shipping Address

To change your order's shipping address:

8. Contact us immediately at sales@heatandlightwellness.com or (888) 916-9761
9. Provide your Order Number and new shipping details
10. Our team will confirm if the update is possible
11. A change fee may apply depending on carrier or order status
12. We'll send a confirmation once the update is successful

Please note that any return resulting from an incorrect shipping address provided by the customer is subject to our 30% restocking fee.

Frequently Asked Questions

Can I cancel my order?

Yes — if it hasn't shipped yet. See our Cancellation Policy for fee details based on timing.

Do I have to pay for return shipping?

If the product is defective or damaged on arrival, we cover return shipping. Otherwise, return shipping is the customer's responsibility.

How do I get a return label?

If your return is approved and qualifies for free return shipping, we'll email you a return label to print and attach.

My refund hasn't shown up yet — what should I do?

We issue refunds within 10 business days after we receive and inspect your return. After that, your bank or card issuer may take an additional 5–10 business days to post the funds to your statement. Check with your bank or credit card provider first. If it still hasn't posted 10 business days after our refund confirmation email, contact us at sales@heatandlightwellness.com.

What if my item arrives damaged?

Take photos of the damage immediately, refuse the shipment if possible (note damage on the Bill of Lading), and email us at sales@heatandlightwellness.com within 24 hours of delivery with your photos and order details.

Need Help?

We're here for you. We're available Monday–Friday, 9:00 AM–5:00 PM EST and typically respond within one business day.

Phone: (888) 916-9761

Email: sales@heatandlightwellness.com

Heat and Light Wellness

2222 W. Grand River Ave, Suite A

Okemos, MI, 48864, United States

Phone: (888) 916-9761