Our Promise to You
Returns & Exchanges
We use the consultation process specifically to make sure you receive exactly what you expect. If something isn’t right, we resolve it quickly and without drama.
Return Window
Returns are accepted within 30 days of delivery for units in original, unused condition. Contact us before initiating any return.
Condition Requirement
Units must be unassembled or in original condition, with all original packaging. Units that have been assembled, installed, or used are not eligible for return.
Return Shipping
Return freight costs are the responsibility of the buyer unless the return is due to damage, defect, or an error on our part.
Refund Timeline
Refunds are processed within 5–7 business days of the unit being received and inspected at the warehouse. Refunds are issued to the original payment method.
How to Start a Return
Contact us before shipping anything back. We’ll confirm eligibility, issue a Return Merchandise Authorization (RMA), and coordinate the freight pickup.
- Email: hello@pureheatretreat.com
- Phone: (408) 659-6233
Please include your order number and a brief description of the reason for return. We’ll respond within one business day.
Damaged or Defective Units
If your unit arrived damaged or has a manufacturing defect, we cover all return or replacement costs. Contact us within 48 hours of delivery for damage claims, or within 30 days for defects discovered after unpacking. We’ll make it right.
Exchanges
Want a different model? We handle exchanges the same way as returns — contact us first, we’ll confirm availability and pricing difference, then coordinate the swap. Exchange freight costs follow the same policy as returns.
Non-Returnable Items
- Units that have been assembled or installed
- Units with customer-caused damage
- Custom or special-order units (noted at time of purchase)
- Accessories and add-ons (unless defective)
Have a concern about your order? We’d rather talk it through than lose your trust.