Refund policy


Thank you for purchasing HeatsBox. Your peace of mind is our priority. We want you to be satisfied with your purchase. If something is not right, we are here to help.


Thank you for purchasing HeatsBox. Your peace of mind is our priority. We want you to be satisfied with your purchase. If something is not right, we are here to help.

14-Day Money-Back Guarantee

If you purchased your HeatsBox product online, we offer a 14-day money-back guarantee from the date you receive your order. To qualify, you must notify us of your return within 14 days of receiving your order. After notifying us, the goods must be handed over to a shipping carrier within 14 days. Returns sent after this period will not be accepted.

To be eligible for a refund:

  • The product must be unused and in the same condition in which you received it.

  • The product must show no signs of use: damage, food use, food-related odors, discoloration, residue or dirt, wear and tear, or improper handling.

  • The item must be returned in its original packaging.

  • All components, accessories, and instructions must be included.

  • If you purchased a product set/bundle, it must be returned as a complete set/bundle.

  • If individual items from a set or bundle are not returned, the discount applied to the set becomes invalid. In this case, the full regular price of the retained item(s) will be charged and deducted from the refund.

  • You must provide the invoice or proof of purchase.

  • For hygiene and safety reasons, we cannot accept returns of products that have been used to store or heat food.

How to Initiate a Return

Please contact us before sending any item back. Items returned without prior notice cannot be processed or accepted.

To initiate a return, contact us within the 14-day period at:

Email: info@heatsbox.us

Subject: Return Request – Order #[Your Order Number]

Please include:

  • Your full name

  • Order number

  • Date of delivery

We will provide you with the appropriate return instructions. Once we have received and reviewed your return request, we will provide you with the appropriate return address and further instructions. Please note that the return address may vary depending on your location.

Return Shipping Costs and Conditions

1. Returns Under the 14-Day Money-Back Guarantee

If you return an item under our 14-day money-back guarantee, the cost of return shipping is borne by you as the customer, unless otherwise required by applicable law.

After notifying us of your return within the 14-day period, the goods must be handed over to a shipping carrier and returned to us within 14 days.

Please ensure that the items are securely packaged and shipped using a tracked shipping method. We cannot be responsible for items lost during return transit.

Once the returned goods arrive at our warehouse, they will be inspected. If the products show signs of use beyond what is necessary to verify their nature, characteristics, and functionality, a restocking fee may apply.

The following restocking fees apply:

  • HeatsBox GO and HeatsBox GO Kids: If, upon inspection, the product shows clear signs of use and must be classified as B-stock, a handling and restocking fee of $50 USD will be applied.

  • Other HeatsBox models: A restocking fee of $20 USD may be applied if the item shows signs of use.

  • Inner Dish Set: A restocking fee of $10 USD may be applied if the item shows signs of use.

Any applicable restocking fee will be deducted from the refund amount.

2. Damaged, Faulty, Incorrect, or Missing Items

Please inspect your order carefully upon receipt. If your item is defective or damaged during transport, or if you are missing a product or have received the wrong product, please contact us immediately so that we can evaluate the issue and resolve it promptly.

After reviewing and approving your claim, we will provide you with a return shipping label issued by our side. Returns sent without prior coordination with our customer service team cannot be processed, and shipping costs incurred without approval cannot be reimbursed retroactively.

3. General Return Conditions

Items returned without prior notice or authorization from our customer service team cannot be accepted or processed.

2-Year Limited Warranty

All HeatsBox products are covered by a 2-year limited warranty from the date of purchase.

This warranty covers manufacturing defects and material faults under normal use. It does not cover damage resulting from improper use, accidents, unauthorized modifications, or normal wear and tear.

If you experience an issue within the warranty period, please contact our customer service with your proof of purchase and a description of the problem. We will assess the issue and provide an appropriate solution in accordance with applicable consumer protection laws.

This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

Refund Processing

We will notify you once we have received and inspected your return and inform you whether the refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund to your account.

If more than 15 business days have passed since we confirmed approval of your refund and you have not received it, please contact our customer service.