Return Policy

45-Day Satisfaction Guarantee

We stand behind the quality of our products and are committed to helping our customers get the greatest possible value from their purchase.

Most HEALiX products are backed by our 45-Day Satisfaction Guarantee. If you are not satisfied with your purchase, you may request a return within 45 days of delivery, subject to the requirements outlined in this policy.

Please note that certain products have different return eligibility requirements and are listed separately below.

We Want You To Love Your Purchase

We believe our success is directly tied to our customers' success.

If you're not experiencing the results or overall experience you expected from your HEALiX product, we encourage you to reach out to our team before initiating a return.

Many wellness and recovery products require an individualized approach, and factors such as setup, session duration, frequency of use, wellness goals, and personal circumstances can all influence the overall experience.

In many cases, customers who are not seeing the results they hoped for discover that small adjustments to their routine, product settings, or usage approach can make a meaningful difference.

Our team regularly works one-on-one with customers to help optimize product use based on their individual goals and circumstances.

Many customer concerns can be resolved through simple adjustments, best practices, or recommendations from our support team.

We can often help with:
• Identifying overlooked setup adjustments or optimization opportunities
• Helping align product use with your specific wellness and recovery goals
• Product setup and operation guidance
• Session duration and frequency recommendations
• Recovery and wellness routine optimization
• Product-specific best practices
• Troubleshooting common usage questions
• Maximizing comfort and overall experience

We genuinely want every customer to experience the benefits our products are designed to support. If you're not getting the experience you expected, we'd welcome the opportunity to help before you begin the return process.

The fastest and most efficient way to connect with our team is through the support chat located in the lower-right corner of our website.

Need help locating the support chat? See the example below.

         

How To Start A Return

To initiate a return request, please submit your request through our Return Portal:

Start Your Return Here:
https://www.healixinfrared.com/apps/redo/returns-portal/login 

Returns must be authorized by HEALiX prior to being shipped back. Returns sent without prior authorization may be delayed, refused, or returned to sender.

Products Covered By The 45-Day Satisfaction Guarantee

Unless otherwise noted below, all HEALiX products are eligible for return within 45 days of delivery, provided they meet the return condition requirements outlined in this policy.

Outlet Products

Outlet, open-box, refurbished, and clearance products are eligible for return within 30 days of delivery.

All outlet product returns remain subject to the same condition requirements outlined in this policy.

Comfort Inserts

Due to hygiene and sanitary considerations, Comfort Inserts may be returned within 15 days of delivery only if they are unopened and unused.

Opened or used Comfort Inserts are not eligible for return, refund, or exchange.

Comfort Inserts are not covered under the 45-Day Satisfaction Guarantee.

Stash Backpacks

Stash Backpacks may be returned within 15 days of delivery and must be received in like-new condition in accordance with the return condition requirements outlined below.

Stash Backpacks are not covered under the 45-Day Satisfaction Guarantee.

Return Condition Requirements

Returned products must be received in like-new condition.

Products must be clean and free from excessive wear, damage, stains, odors, human hair, pet hair, missing components, modifications, or misuse. All original accessories, components, manuals, and included items must be returned with the product.

Products that do not meet these requirements may be subject to a reduced refund, additional processing charges, or denial of a full refund based on the condition received.

Return Shipping

Customers are responsible for return shipping costs on non-defective returns.

For your convenience, HEALiX can provide a prepaid return shipping label at our discounted carrier rates. The cost of the return label will be deducted from the final refund amount.

Customers may also use their own shipping method, provided the shipment includes tracking information and is packaged in a manner that provides protection comparable to the original product packaging.

Returns shipped using a HEALiX-provided return label include carrier insurance coverage. Customers who choose to use their own shipping method are responsible for obtaining any desired shipping insurance.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact our support team as soon as possible through the support chat.

Upon verification of the issue, HEALiX will provide return shipping at no cost to the customer and work to resolve the situation through replacement, repair, exchange, or refund as appropriate.

Refund Processing

Once a returned item has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be issued to the original payment method used for purchase.

Approved refunds are typically processed within 2-5 business days after the returned product has been received and inspected. Processing times may vary depending on your financial institution.

Return Policy Limitations

HEALiX reserves the right to refuse returns that do not meet the requirements outlined in this policy or that show evidence of misuse, abuse, alteration, excessive wear, missing components, or damage beyond normal product evaluation.

HEALiX also reserves the right to limit or refuse returns in situations involving suspected fraud, abuse of the Satisfaction Guarantee, or repeated return activity that falls outside the intended purpose of the program.

Questions?

If you have questions regarding your order, product usage, return eligibility, warranty coverage, or need assistance getting the most from your product, please contact our team through the support chat located in the lower-right corner of our website.