Refund policy

Effective Date: 2026-02-16

1. Overview

This Return and Refund Policy (the "Policy") applies to purchases made through heavenlifewellness.com (the "Site"). The Site is branded as Heaven Life Wellness and is operated by TW ECOMM SOLUTIONS LLC ("we", "our", or "us").

We are a U.S.-based online retailer. Orders are fulfilled from authorized U.S.-based warehouses and shipped directly to the delivery address you provide at checkout. This Policy applies to orders delivered within the contiguous United States (48 states). We do not currently ship to Alaska, Hawaii, or U.S. territories.

Summary

Region: United States (contiguous 48 states only)
Eligible product condition: New only (items must be unused and uninstalled unless confirmed defective/damaged on arrival)
Return window: 30 days from confirmed delivery
Damage/defect reporting: Within 48 hours of delivery
Return method: By mail (or freight return where applicable)
Return shipping label: Customer responsibility (except where required by law or where we confirm damage/defect/incorrect item due to our error)
Restocking fee: 25% of the product price for approved non-defective returns
Refund processing time: 7 days after approval following inspection
Exchanges: Accepted for eligible items

This Policy is intended to provide clear, consistent return and refund terms. Nothing in this Policy limits rights that may apply under U.S. consumer protection laws.

2. Contact Information

To request a return, exchange, replacement, or to report damage/defects, contact our customer service team:

Email: info@heavenlifewellness.com
Phone: 1-207-436-8381
Business Address (Legal Entity): TW ECOMM SOLUTIONS LLC, 439 US Route 1, STE A, York, ME 03909, United States

Hours: Monday to Friday, 9:00 AM to 5:00 PM Eastern Time

3. Return Eligibility and Condition Requirements

We accept returns for both defective and non-defective products, subject to the eligibility requirements below. Unless otherwise required by law, returned items must be in new condition.

To be eligible for a return or exchange:

The return request must be submitted within 30 days of confirmed delivery.
For items that arrive damaged, defective, or incorrect, the issue must be reported within 48 hours of delivery.
The item must be unused, uninstalled, and in new condition, with all original packaging, manuals, parts, and accessories.
The item must be packaged securely for return shipment to prevent transit damage.

Items that have been used, installed, modified, or are missing original components may be ineligible for return or exchange, except where we confirm the item was defective or damaged on arrival.

4. Reporting Damage, Defects, or Incorrect Items (48-Hour Requirement)

If your order arrives damaged, defective, or incorrect, you must notify us within 48 hours of delivery. Please include the following so we can resolve the issue promptly:

Your order number
Photos (and/or video, if applicable) clearly showing the issue and the packaging condition
A brief written description of the issue

After review, we will provide next steps, which may include replacement parts, an exchange, a return for refund, or another appropriate remedy.

5. Return Authorization (RMA) Process

All returns and exchanges require prior authorization. Please do not send items back without contacting us first. If your request is approved, we will provide written return instructions (and freight guidance, where applicable), including the correct return address. Do not ship returns to our business address unless expressly instructed in writing, as returns are typically routed to the designated return warehouse specified in your RMA instructions. Authorized returns must be shipped within 7 days of approval unless otherwise agreed in writing.

Unauthorized returns, returns shipped to the wrong address, or returns sent without required documentation may be refused, returned to sender, or delayed.

6. Return Shipping and Restocking Fees

Return Shipping (Return Label)

Customer responsibility: For approved returns (including non-defective returns), the customer is responsible for return shipping and any applicable freight, packaging, or handling costs. If we confirm the item arrived damaged/defective on arrival or was incorrect due to our error, we may provide return instructions and, where feasible, assist with return logistics consistent with the resolution approved for your order.

Restocking Fee

For approved non-defective returns, a 25% restocking fee applies and will be deducted from the refund amount. Exchanges may be handled without a restocking fee for the same item, subject to inspection results and availability.

If you ship an approved return using a method other than the return instructions provided, we may be unable to reimburse shipping charges or confirm delivery.

7. Refunds (Processing Time: 7 Days)

After we receive and inspect the returned item, we will confirm whether a refund or exchange applies. If approved, refunds are issued to the original payment method within 7 days of approval following inspection. Original shipping charges (if any) are generally non-refundable, except where required by law or where the return is due to our error.

8. Exchanges

We accept exchanges for eligible items. If an exchange is approved, replacement items are typically shipped after the returned item is received and inspected, unless we confirm another arrangement in writing.

9. Non-Returnable Items

We cannot accept returns for:

Claims reported after 48 hours for damage/defects/incorrect items
Items damaged due to misuse, neglect, improper installation, or normal wear and tear
Personalized, custom-made, or made-to-order items (unless defective on arrival)
Perishable goods
Intimate or sanitary goods (including underwear, swimwear, and personal care items), unless sealed and unused where applicable
Gift cards and downloadable digital products

10. Order Cancellations

Orders may be canceled before shipment for a full refund. Once an order has shipped, it cannot be canceled. You must follow the return authorization process outlined above.

11. Legal Rights

This Policy does not limit any rights you may have under applicable U.S. consumer protection laws.

12. Changes to This Policy

We may update this Policy from time to time. Any changes take effect upon posting on this page.

13. Product Warranties

Heaven Life Wellness sells products from multiple manufacturers. Warranty coverage, terms, and duration vary by product and manufacturer. This section provides general information about how warranties apply to purchases made through our Site.

13.1 Manufacturer Warranties

Many of the products we sell include manufacturer warranties provided directly by the product's original manufacturer. These warranties are separate from our return and refund policy and may provide coverage beyond the 30-day return window described in this Policy.

Warranty coverage varies by product category and manufacturer. Based on the products currently available on our Site, manufacturer warranty durations generally range as follows:

Red light therapy panels and full-body devices: Typically include manufacturer warranties of 1 to 3 years, depending on the brand and model.
Infrared saunas and traditional saunas: Select models include manufacturer warranties of up to 5 years. Some outdoor sauna models include structural warranties that may be subject to maintenance requirements (such as annual exterior stain application). Not all sauna models carry explicitly stated warranty terms; where warranty information is not listed on the product page, customers should contact us for details.
Cold plunge systems and chillers: Select models include residential warranties, typically 1 year for the cooling unit. Warranty coverage may vary between the tub and the chiller components.

Important: The specific warranty terms, duration, and conditions for each product are determined by the respective manufacturer and are stated on the individual product page where available. Please review the product description on the relevant product page for the most accurate and up-to-date warranty information for any specific item.

13.2 Heaven Life Wellness's Role in Warranty Claims

As an authorized retailer, Heaven Life Wellness does not independently provide or extend manufacturer warranties. Our role in the warranty process is as follows:

We will assist customers in understanding the warranty terms applicable to their purchase.
We will help facilitate communication between the customer and the manufacturer for warranty claims where possible.
We will provide proof of purchase documentation needed for warranty claims upon request.

For warranty claims, customers should contact our customer service team as a first step. We will advise on the appropriate process, which may involve directing the customer to the manufacturer's warranty service department or assisting with the claim on the customer's behalf, depending on the manufacturer's procedures.

13.3 What Manufacturer Warranties Typically Do Not Cover

While specific exclusions vary by manufacturer, manufacturer warranties generally do not cover:

Damage resulting from misuse, abuse, neglect, or failure to follow product instructions
Damage caused by improper installation (including failure to use a certified licensed electrician where required)
Normal wear and tear
Cosmetic damage that does not affect product functionality
Damage caused by unauthorized modifications or repairs
Damage resulting from use outside the product's intended purpose
Products used in commercial settings where the warranty specifies residential use only

13.4 Warranty vs. Return Policy

Our 30-day return policy (Sections 3–9 above) and manufacturer warranties serve different purposes:

Return Policy (30 days): Covers your right to return a product within 30 days of confirmed delivery, subject to the conditions described in this Policy. This is our policy as the retailer.
Manufacturer Warranty (varies): Covers defects in materials or workmanship for the duration specified by the manufacturer. This is the manufacturer's commitment and typically extends well beyond the 30-day return window.

If a product develops a defect after the 30-day return window but within the manufacturer's warranty period, the warranty claim process (not the return process) applies. Please contact us and we will guide you through the appropriate steps.

13.5 How to Obtain Warranty Information for a Specific Product

Check the product page: Warranty details, where available, are listed in the product description or specifications section of each product page on our Site.
Contact us: If warranty information is not listed on the product page, or if you have questions about warranty coverage for a specific product, please contact our customer service team at info@heavenlifewellness.com or 1-207-436-8381. We will provide the applicable warranty details or connect you with the manufacturer.
Retain your proof of purchase: Keep your order confirmation email and any shipping documentation, as these may be required for warranty claims.

13.6 Disclaimer

Warranty information provided on this Site is based on information supplied by the respective manufacturers and is believed to be accurate at the time of listing. Heaven Life Wellness makes reasonable efforts to ensure warranty information is current and correct; however, manufacturers may update warranty terms without prior notice to us. In the event of any discrepancy between warranty information on our Site and the manufacturer's official warranty documentation, the manufacturer's official warranty terms shall prevail. Heaven Life Wellness is not the warrantor and does not independently guarantee, extend, or modify any manufacturer warranty.

14. Health & Wellness Product Disclaimer

The products sold on this Site — including infrared saunas, red light therapy systems, cold plunge units, and related wellness equipment — are intended for general wellness and personal use only. They are not intended to diagnose, treat, cure, or prevent any disease or medical condition.

Product descriptions, specifications, and any wellness-related content on this Site are provided for informational purposes only and do not constitute medical advice. Individual results may vary. Before using any wellness device, particularly if you have a pre-existing medical condition, are pregnant, or are taking medication, please consult a qualified healthcare professional.

Product information, including specifications and features, is believed to be accurate at the time of listing. We make reasonable efforts to ensure accuracy; however, we are not responsible for typographical errors or changes made by manufacturers without prior notice.

By purchasing from Heaven Life Wellness, you agree to this Return and Refund Policy.

TW ECOMM SOLUTIONS LLC
info@heavenlifewellness.com
1-207-436-8381
439 US Route 1, STE A, York, ME 03909, United States