Refund and Returns Policy

At SMART HEATING LUNCHBOX™, we want you to feel confident when shopping with us. This policy explains how returns, refunds, exchanges, faulty items, damaged items, and warranty claims are handled.

This policy applies to purchases made directly through heatinglunchbox.com.

1. 60-Day Return Window

We offer a 60-day return window from the date your order is marked as delivered by the carrier.

You may request a return within 60 days of delivery if you are not satisfied with your purchase.

To start a return, please contact us at contact@heatinglunchbox.com.

Please include your order number, full name, email address used at checkout, and reason for return so we can assist you faster.

2. Change of Mind Returns

We accept change of mind returns within 60 days of delivery.

To be eligible for a change of mind return, the item must be:

  • Returned within 60 days of delivery
  • In its original or reasonably similar condition
  • Returned with all main parts, accessories, and packaging where possible
  • Accompanied by proof of purchase, such as your order number or confirmation email

For change of mind returns, the customer is responsible for the cost of return shipping.

Original shipping charges, if any, may not be refunded for change of mind returns unless required by law.

3. Faulty, Damaged, Incorrect or Not as Described Items

Please contact us as soon as possible if your item arrives faulty, damaged, incorrect, incomplete, or not as described.

Email us at contact@heatinglunchbox.com and include:

  • Your order number
  • A description of the issue
  • Photos or videos showing the problem, where possible
  • A photo of the packaging if the item was damaged in transit

For faulty, damaged, incorrect, or not as described items, we will assess the issue and provide a suitable remedy in line with applicable consumer protection laws. Depending on the situation, this may include a replacement, refund, repair, or another appropriate solution.

Where the issue is due to a fault, damage in transit, or our error, SMART HEATING LUNCHBOX™ will cover the reasonable cost of return shipping or provide return instructions at no cost to you.

4. Items That Cannot Be Returned

We may be unable to accept a return where:

  • The item has been deliberately damaged
  • The item has been misused, abused, or altered after delivery
  • The item is returned without proof of purchase
  • The return request is for change of mind and is made after the 60-day return window

This does not limit your rights under applicable consumer protection laws.

5. How to Start a Return

To request a return, please follow these steps:

Step 1: Email us at contact@heatinglunchbox.com with your order number and reason for return.

Step 2: Our team will review your request and respond within 1–2 business days with the next steps.

Step 3: If your return is approved, we will provide return instructions, including where to send your item.

Step 4: Pack the item securely to help prevent damage during return transit.

Step 5: Once we receive and inspect the returned item, we will notify you of the outcome and process any approved refund, exchange, or replacement.

Please do not send items back without contacting us first, as this may delay the return process.

6. Refunds

Once your returned item has been received and inspected, we will notify you by email.

If your refund is approved, it will be processed to your original payment method within 5–10 business days after approval.

You will receive an email confirmation once your refund has been issued. Please allow additional time for your bank, card provider, or payment provider to process and display the refund in your account.

Refunds are issued in the same currency and through the same payment method used for the original purchase, unless otherwise agreed or required by law.

7. Exchanges and Replacements

If you received a faulty, damaged, incorrect, incomplete, or not as described item and would prefer an exchange or replacement instead of a refund, please let us know when you contact us.

Exchanges and replacements are subject to stock availability.

If a replacement is not available, we will offer another suitable remedy in line with applicable consumer protection laws.

8. Return Shipping Costs

For change of mind returns, the customer is responsible for return shipping costs.

For faulty, damaged, incorrect, incomplete, or not as described items, SMART HEATING LUNCHBOX™ will cover reasonable return shipping costs or provide return instructions at no cost to you.

We recommend using a tracked delivery service when returning items, especially for change of mind returns, as we cannot confirm receipt of a returned item until it arrives at our return location.

9. Faulty or Defective Items

Every SMART HEATING LUNCHBOX™ is covered against manufacturing defects reported within 60 days of delivery.

This covers manufacturing defects and product faults that occur under normal use.

This does not cover:

  • Damage caused by misuse, neglect, accidents, or improper handling
  • Damage caused by unauthorised repairs or modifications
  • Normal wear and tear
  • Damage caused by failure to follow product care or usage instructions

If you believe your product has a manufacturing defect or has failed within 60 days of delivery, contact us at contact@heatinglunchbox.com.

Please include your order number, a description of the issue, and photos or videos where possible.

If your claim is approved, we will arrange a suitable remedy, which may include a replacement, repair, refund, or another appropriate solution.

10. Color Variation

Product colors shown in advertisements, on our website, or in other marketing material may appear slightly different from the actual product due to variations in screen displays, device settings, and image compression. Different screens and devices display color differently, and SMART HEATING LUNCHBOX™ cannot guarantee that any device will accurately show the true color of the product.

Minor color variation of this kind is not a fault or defect. It is not covered under Section 9 (Faulty or Defective Items) and does not qualify for a free replacement or a faulty-item refund.

If you are not happy with the color of your product, you can still return it as a change of mind return within 60 days of delivery under Section 2 (Change of Mind Returns).

11. Cancellations

If you need to cancel your order, please contact us as soon as possible at contact@heatinglunchbox.com.

We will do our best to cancel your order before it is dispatched. If your order has already been dispatched, you may need to wait until it arrives and then request a return under this policy.

12. Your Consumer Rights

Our products come with any warranties and consumer rights that cannot be excluded under applicable U.S. federal and state law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This policy is in addition to, and does not limit, your rights under applicable consumer protection laws.

13. Contact Us

For returns, refunds, exchanges, warranty claims, or order support, please contact us:

SMART HEATING LUNCHBOX™
Email: contact@heatinglunchbox.com

Please include your order number so we can assist you faster.