How to Get a Heattrak Refund

• Order Number: Locate the specific order number associated with your purchase on Heattrak.
• Proof of Purchase: Have your receipt or confirmation email ready as proof of the transaction.
• Product Serial Number: Gather the serial number of the Heattrak product you are requesting a refund for.
• Detailed Description of Issue: Prepare a clear explanation of the reason for the refund request, including any specific issues with the product.
• Date of Purchase: Note the exact date when the purchase was made to ensure compliance with the refund policy timeframe.
• Return Shipping Tracking: If returning the product, keep the tracking number from the return shipment.
• Photos of the Product: Take photos showing the condition of the product if it is defective or damaged.
• Account Information: Ensure you can access your Heattrak account for any further details that may be required.

*Working days are Monday to Friday, and don't include public holidays.

At Heattrak, we strive to ensure that our users have a smooth and satisfying experience with our heated products designed for outdoor use. As such, we recognize that there may be circumstances under which users might seek a refund for their purchases. Understanding your eligibility for a refund can assist in managing your orders effectively.

Refund eligibility may apply in specific situations, including:

• Defective Products: If a product fails to operate as intended upon delivery and within the applicable warranty period, users may be eligible for a refund.
• Miscalculations in Order Quantity: Users who realize they have ordered more units than needed may inquire about possible adjustments before items are shipped.
• Delivery Issues: In the event that a product does not arrive on schedule, users may be eligible to request a refund if the delay exceeds the stated delivery timeframe.
• Product Not as Described: If the received product does not match the specifications provided on the Heattrak website, users could have grounds for a refund request.

We encourage users to review their order confirmations and consult our customer service team for clarification on any of the above scenarios to determine the appropriate course of action regarding refunds.

Users often encounter situations where they need to manage their subscriptions or inquire about billing related to Heattrak's services. Here are some examples of how they successfully navigated the refund process:

• Subscription Adjustment: A customer realized they had unintentionally selected an annual subscription when they meant to choose a monthly plan. After reaching out to Heattrak's support, they explained the mix-up and received a refund for the difference in charges while promptly updating their subscription.
• Service Interruption: During an unexpected snowstorm, a user experienced issues with their heated walkway system not functioning as intended. After reporting the problem and confirming it was due to environmental factors rather than product failure, Heattrak processed a partial refund for the month to compensate for the inconvenience caused.
• Product Return: A user ordered a heated mat for their entrance but found it was too large for the space available. Upon returning the product in accordance with Heattrak's return policy, they received a full refund after confirming the return was initiated within the specified timeframe.
• Account Downgrade: After a trial period, a customer decided to downgrade their service plan. They contacted Heattrak's support team to clarify the refund process for the unused portion of their previous plan. Following their guidance, the customer was able to seamlessly transition and receive a prorated refund for the amount due to the change in their subscription level.

Tracking your refund status with Heattrak is straightforward and efficient. Here are some key methods to keep you updated on your refund progress:

• Check Your Email: Heattrak communicates refund updates directly to the email associated with your account. Look for emails from support@heattrak.com that detail the status of your refund.
• Visit Your Account Dashboard: Log in to your Heattrak account and navigate to the Account Dashboard. Here, you will find a dedicated section for your order history, where refund statuses are displayed in real time.
• Mobile App Notifications: If you use the Heattrak mobile app, ensure you have notifications enabled. Updates about your refund status will appear here, providing instant access to your refund progress.
• Access the Billing Section: Within your account settings, go to the Billing section. This area provides a comprehensive overview of all transactions, including pending and completed refunds.
• Track Refund Progress: Heattrak provides specific timelines for refunds in your order history. Once a refund is initiated, you’ll see a status update that indicates whether it’s processing, approved, or completed.