Return Policy
Last updated March 8, 2024
At Heatedtowelracks.com, we take great pride in curating a selection of high-quality and reliable heated towel racks. We are committed to surpassing customer expectations with our product offerings. We understand, however, that there might be occasions when you are not entirely satisfied with your purchase. For such instances, we have established a comprehensive 60-day return policy (non-warranty related), the specifics of which are detailed below.
Return Window
Customers may return their purchase within 60 days of the original delivery date. To qualify for a return, the item must be unused, in the same condition as when received, and in its original packaging and all original components. Please note that we are unable to accept returns beyond the 60-day window.
Return Authorization
To initiate a return, please contact our dedicated customer service team at support@heatedtowelracks.com. Include your order number, reason for return, and any relevant photos or documentation. Upon approval of your return request, you will receive a Return Merchandise Authorization (RMA) number, along with detailed return instructions and a prepaid shipping label.
Return Shipping
We have implemented a flat return shipping fee for all returns. The customer is responsible for this fee and for shipping the item back to Heatedtowelracks.com using the prepaid shipping label provided. Please ensure that the RMA number is visible on the package. If you choose not to use the provided return shipping label, we recommend utilizing a trackable shipping service or purchasing shipping insurance, as we cannot take responsibility for items lost or damaged in transit.
| Model(S) | Fee |
|---|---|
| Radiant Small | $30 |
| Radiant Medium | $41 |
| Radiant Large | $48 |
| Cape | $41 |
| Solo 24 | $41 |
| Solo 33 | $73 |
INSPECTION AND REFUND PROCESSING
Upon receipt of your returned item, our team will conduct a thorough inspection to confirm that it meets the criteria outlined in our return policy. If your return is approved, a full refund (minus shipping charges) will be issued to your original payment method within 7 – 10 business days. Returns must be in original, resalable condition with all components included to avoid a restocking fee. If the item is not in its original condition, is damaged, show signs of any installation or is missing parts, we may, at our discretion, deny your Return request.
EXCLUSIONS
Items modified by the customer, items on sale, and items marked “final sale” are ineligible for returns. Additionally, please be aware that shipping charges are non-refundable.
EXCHANGES
If you wish to exchange your item for a different model, kindly follow the above return process and place a new order for your chosen item. We will process your refund for the original purchase once we receive and inspect the returned item.
WARRANTY RETURNS
If you encounter an issue covered under our warranty, please refer to our warranty policy for instructions on how to proceed. Warranty-related returns are separate from the standard 60-day return policy.
RECEIVE THE WRONG ITEM
If you find that you have received the wrong item, color, or size, we will promptly rectify the situation if reported within 30 days of the delivery date. We may require photo(s) or for the original item to be returned to facilitate resolution. If you are instructed to return the original item, and it is not received at our Returns Center, we reserve the right to reverse the refund or charge for a replacement unit. Please note that we reserve the right to refuse service for any wrong item reported more than 30 days after delivery.