Warranty
terms.
This limited warranty sets out the rights and responsibilities between FlexTherm and the purchaser of our carbon nanotube flexible heating products — coverage periods, exclusions and how a claim is handled.
FlexTherm limited warranty.
This FlexTherm Limited Warranty (the "Warranty") sets forth the rights and responsibilities between FlexTherm and the end-user purchaser ("you") concerning the products purchased directly from FlexTherm or from an authorised reseller or distribution partner.
Because FlexTherm cannot control the storage, handling or quality of products sold by unauthorised sellers, this Warranty applies only to products purchased from FlexTherm or a FlexTherm authorised seller, unless otherwise required by applicable law. FlexTherm reserves the right to reject warranty claims for products purchased from unauthorised sellers, including unauthorised internet listings.
We encourage you to review this Warranty in full so that you understand the conditions under which your heating product is covered. By using a FlexTherm product you agree to be bound by these terms. All warranty services must be authorised and performed by FlexTherm or a service provider expressly authorised by FlexTherm.
For brands, Amazon and Shopify sellers, gift companies and therapy labels purchasing under an OEM or ODM agreement, the terms of your signed supply contract take precedence where they differ from this page.
How long each part is covered.
FlexTherm warrants its products and accessories against defects in materials and workmanship when used normally and in accordance with our published guidelines. The warranty period begins on the date of delivery to the original end-user purchaser.
CNT heating film
Carbon nanotube heating film and flexible electrode bonding against defects in materials and workmanship.
NTC control unit
Smart temperature controller, NTC sensing circuit and over-temperature protection electronics.
Wearable assemblies
Straps, closures, outer fabrics and stitching on wearable and therapy heating products.
Accessories
Cables, adapters, battery packs and other consumable accessories supplied with the product.
What the warranty covers.
Coverage is limited to defects in materials and workmanship that appear under normal use during the applicable warranty period.
Heating performance
Film that fails to heat, produces uneven temperature zones or loses output beyond the published tolerance.
Electrical defects
Electrode delamination, internal open circuits, controller failure or an NTC sensor that will not calibrate.
Assembly faults
Seam separation, connector failure and workmanship defects present at delivery on wearable heating assemblies.
Included and excluded conditions.
Heating products are electrical goods worn close to the body, so safety-related handling determines what remains covered.
✓Covered under this warranty
- ✓Manufacturing defects in the CNT heating film or flexible electrodes
- ✓Controller, wiring harness or NTC sensor failure under normal use
- ✓Units that never reached the rated temperature from first use
- ✓Defects identified during the warranty period and reported with proof of purchase
- ✓Replacement parts supplied by FlexTherm, for the remainder of the original period
✕Not covered
- ✕Products purchased from unauthorised resellers or distributors
- ✕Abuse, misuse, negligence, accident, alteration or contact with liquid
- ✕Use outside the intended purpose, or with a non-approved power supply
- ✕Cosmetic damage such as scratches, pilling, fading or worn fabric
- ✕Normal wear and tear, including gradual battery capacity loss
- ✕Damage from unauthorised repair, modification or removed serial labels
How a claim is processed.
FlexTherm will replace any product that proves to be defective during the warranty period with a product of the same model that is new, or built from new and previously tested parts equivalent to new in performance and reliability.
Submit the claim
Send your order or PO number, proof of purchase and a short video showing the fault and controller display.
Remote diagnosis
Our engineers run through a guided check. Many cases are a loose electrode connector and are resolved the same day.
Authorisation
If the fault is confirmed, an RMA number and return instructions are issued. Do not ship anything back before that.
Repair or replacement
The unit is repaired or replaced and dispatched with a test report. No cash refunds are issued under this warranty.
| Situation | Remedy | Shipping | Turnaround |
|---|---|---|---|
| Defect confirmed inside warranty | Replacement unit of the same model | Free both ways | 2–4 business days after diagnosis |
| Controller or accessory fault | Part-level replacement shipped to you | Free | 1–2 business days |
| Discontinued model | Substitute of comparable value and function | Free | 5–7 business days |
| No defect found on inspection | Unit returned as received, with test report | Customer pays return freight | 5–10 business days |
| Outside the warranty period | Paid repair quoted before any work begins | Customer pays inbound | 7–12 business days |
Why we can stand behind every heating system.
Every CNT heating film is aged, full-load tested and temperature-mapped before it leaves the line. The warranty simply reflects that process.
Units full-load tested before dispatch
Bend cycles validated on flexible electrodes
Average first response on warranty claims
Field defect rate across the last 12 months
Programme-specific terms.
◆OEM & ODM production
- ·Coverage follows the signed supply agreement and approved golden sample
- ·Defect allowance is settled per shipment as credit against the next production order
- ·Batch defects must be reported within 15 days of receipt with QC photos or video
- ·Customer-supplied materials, artwork and tooling are excluded from coverage
- ·Certification and regional compliance are covered per the agreed specification sheet
◆Certified refurbished
- ·Refurbished units carry a 12-month warranty from delivery date
- ·They may show minor cosmetic signs of use and may not include original packaging
- ·Non-essential accessories may be omitted, as identified on each product listing
- ·All refurbished units pass the same full-load and temperature-mapping tests
- ·Refurbished stock sold "as is" in a clearance sale is excluded from this warranty
Legal terms and limitations.
Exclusive remedy
To the extent permitted by law, this Warranty and the remedies set forth in it are exclusive and in place of all other warranties, remedies and conditions, whether oral, written, statutory, express or implied. FlexTherm limits the duration of any implied warranty that may apply to the duration of this express warranty. Some jurisdictions do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.
No consequential damages
Except as provided in this warranty and to the maximum extent permitted by law, FlexTherm is not responsible for direct, special, incidental or consequential damages resulting from any breach of warranty or condition, or under any other legal theory, including loss of use, loss of revenue, loss of actual or anticipated profits, loss of goodwill or loss of business. To the extent permitted by applicable law, FlexTherm's liability shall not exceed the purchase value of the product.
Modifications and severability
FlexTherm does not authorise any person, including an authorised reseller, agent or distributor, to make any modification, extension or addition to this Warranty. If any term is held to be illegal or unenforceable, the legality and enforceability of the remaining terms shall not be affected. This Warranty gives you specific legal rights, and you may also have other rights which vary by country or state.
Replacement, not refund
In no event shall this Warranty require more than the repair or replacement of any part found to be defective within the effective warranty period. No cash refunds are issued under this Warranty. Where replacement parts are unavailable, FlexTherm reserves the right to substitute a product of comparable value and function. When a product or part is exchanged, the original item becomes the property of FlexTherm.
Frequently asked questions.
The period starts on the delivery date to the original end-user purchaser, not the order date. If a product is replaced under warranty, the original period continues from the first delivery date rather than restarting from the replacement.
An order number, invoice or marketplace receipt showing the seller and delivery date. For OEM shipments, the PO number and batch code printed on the controller label are sufficient.
Only if the seller is a FlexTherm authorised reseller. Products from unauthorised listings cannot be verified for storage and handling conditions, so warranty claims on them may be rejected.
CNT film is designed for even distribution within a published tolerance. Send a short video with the controller display visible; if the measured deviation exceeds specification, the unit is replaced under warranty.
No. All warranty service must be performed by FlexTherm or an expressly authorised service provider. Opening the controller or reworking the electrode bonding voids the remaining coverage.
Wholesale and OEM claims follow the defect allowance in your supply agreement. Faulty units are consolidated per shipment and settled as credit against the next production order rather than piece by piece.
Talk to the team behind your heating product.
Retail buyers, Amazon and Shopify brands, gift companies and therapy labels all reach the same engineering support desk. Include your order or PO number and we will take it from there.
Please do not ship anything back before receiving an RMA number — unlabelled parcels cannot be matched to a claim and may be refused.