🔄 30-Day Return Window
We offer a 30-day return window from the date your order is delivered. To be eligible for a return:
- The item must be unused and in its original condition
- Original packaging must be included where possible
- Proof of purchase is required (order confirmation email is fine)
- For gas products: the item must never have been connected to a gas supply
🛡️ 12-Month Warranty
All Heata products are backed by a 12-month manufacturer's warranty. If your product develops a fault due to a manufacturing defect within 12 months of purchase, we will replace it or provide a full refund — your choice.
Warranty covers manufacturing defects under normal use. It does not cover:
- Damage caused by misuse or failure to follow the included safety instructions
- Accidental damage
- Damage from exposure to weather conditions beyond normal outdoor use
- Consumable parts (e.g. gas regulators showing normal wear)
⚡ Faulty or Incorrect Items
If your item arrives faulty, damaged in transit, or is not what you ordered, contact us within 7 days of delivery. We will cover return shipping and send a replacement or full refund promptly.
📬 How to Start a Return
- Email us at the address on your order confirmation with your order number and the reason for return
- We will respond within 1–2 business days with return instructions
- Once the item is received and inspected, refunds are processed within 3–5 business days to your original payment method
🚚 Return Shipping Costs
For change-of-mind returns, the customer is responsible for return shipping costs. For faulty or incorrect items, we will provide a prepaid return label.
⚠️ Important — Safety Products
For gas products (Heata Gas Pyramid Heater): once a gas product has been connected to a gas supply, it cannot be returned for change-of-mind. This is a safety requirement. Faulty gas products are still covered by our 12-month warranty.