Returns made
straightforward.
Every FlexTherm carbon nanotube heating system is engineered, sampled and tested before shipment. If anything is not right, you have 30 days to return it — no complicated forms, no hidden conditions.
Key points before initiating a return.
This policy applies to products purchased directly from FlexTherm. Orders placed through distributors, marketplace sellers or OEM partners are subject to the respective seller's return policy.
30 days from delivery
Request a return within 30 days of the delivery date. The item must reach our warehouse within 14 days of the label being issued.
Prepaid return shipping
Standard returns inside the US, EU and UK ship free on our label. Other regions are quoted at cost during the return request.
Refund in 3–5 business days
Once inspection clears, the refund is issued to the original payment method. Banks typically post it within another 3–10 days.
Start your return in four steps.
Submit the request
Enter your order number and email in the return portal, or reply to your order confirmation.
Get your RMA label
An RMA number and prepaid label arrive by email, usually within one business day.
Pack and drop off
Include the heating panel, controller and cable in the original box. Write the RMA number outside.
Inspection & refund
We test the unit on arrival, then refund or ship the replacement and email you the confirmation.
Eligible and ineligible items.
Because heating products come into contact with the body, hygiene and electrical safety determine which items can be returned.
✓Eligible for return
- ✓Unused stock products in original packaging with all accessories
- ✓Lightly used units returned within 30 days of delivery
- ✓Items that arrived damaged, incomplete or incorrect
- ✓Units that fail to heat, hold temperature or pass NTC self-test
- ✓Approved production samples that deviate from the signed spec sheet
✕Not eligible
- ✕Custom OEM/ODM production runs made to your artwork, size or tooling
- ✕Final-sale, clearance and promotional bundle items
- ✕Products damaged by modification, submersion, puncture or third-party power supply
- ✕Requests made more than 30 days after delivery
- ✕Purchases from unauthorised resellers or marketplace third parties
What you get back, and when.
| Scenario | Outcome | Return shipping | Timeline |
|---|---|---|---|
| Changed your mind (stock item) | Full refund to original payment method | Free | 3–5 business days after inspection |
| Wrong item or missing parts | Correct item shipped express, or full refund | Free | Replacement ships in 1–2 business days |
| Defective heating film or controller | Free replacement unit under warranty | Free | After diagnostic report, 2–4 business days |
| Size or voltage exchange | Even exchange, price difference settled either way | Free | New unit ships when the return scans |
| Outside 30 days, in warranty | Repair or replacement — no cash refund | Customer pays inbound | 7–12 business days |
Two years on every heating system we build.
The limited warranty covers the CNT heating film, flexible electrodes, NTC temperature control and controller against manufacturing defects under normal use. Fabric wear, cosmetic marks and consumable accessories are excluded.
Limited warranty on heating film & controller
No-questions return window on stock items
Average first response from our support team
Units passing full-load QC before dispatch
Frequently asked questions.
Custom production runs are built to your specification, so they can't be returned for a change of mind. They are still fully covered if the delivered goods deviate from the approved sample or signed spec sheet — report it within 15 days of receipt and we will rework, replace or credit the affected quantity.
Please use it whenever possible — flexible heating panels crease easily in transit. If the original box is gone, any rigid carton with padding is accepted; damage caused by unprotected shipping may reduce the refund.
Send us a short video of the controller display and the order number. Most cases are a loose electrode connector and are solved the same day. If the film itself has failed, a replacement ships under warranty at no cost.
Wholesale terms follow your purchase agreement. Standard practice is a defect allowance settled per shipment, with credit issued against the next production order rather than piece-by-piece returns.
Original outbound shipping is refunded when the return is caused by us — wrong, damaged or defective goods. For change-of-mind returns the product value is refunded and the original shipping fee is retained.
Yes. Choose "exchange" in the return portal and pick the new size, voltage or fabric. We ship the replacement as soon as the return label scans, so you are rarely without a unit for more than a few days.
Talk to the team behind your heating product.
Retail buyers, Amazon and Shopify brands, gift companies and therapy labels all reach the same support desk. Include your order or PO number and we will handle the rest.
Do not ship anything back before you receive an RMA number — unlabelled parcels cannot be matched to an order and may be refused.