The Process

How a Return Works

Section 01

What We Accept

We process returns only for products bought directly from uniheat.us. UniHeat packs are sold by a number of other retailers and marketplaces, and we have no record of, control over, or responsibility for those orders. If you bought elsewhere, the seller you bought from handles your return under their own policy.

• Unused, unopened items. Return within 30 days of delivery. You pay return shipping. There is no restocking fee. We refund once the item arrives and passes inspection.
• Wrong or defective items. If we shipped the wrong product or the product is faulty, we cover return shipping and refund in full.
• Damaged in transit. Tell us within 48 hours of delivery. Keep the product and all packaging — the carrier may need to inspect it. Photos of the damage help and usually speed things up.

Section 02

What We Can’t Accept

• Opened or activated heat packs. UniHeat warmers begin generating heat the moment they are removed from the airtight wrapper. Once a pack is opened it is spent and cannot be returned or resold, even if it was never used in a shipment. Please open only what you need.
• Items returned after 30 days from delivery.
• Items shipped back without an RMA, or arriving after the RMA has expired.
• Products bought from any seller other than uniheat.us — including resellers, marketplaces, and other retailers. Take those to the seller you bought from.

Not sure whether your situation qualifies? Email us before you open anything and we will tell you.

Section 03

Return Authorization

When we approve a return we issue a Return Merchandise Authorization (RMA) number along with the address to ship to. A few things to know about it:

• The product has 14 days from approval to reach our facility.
• After 14 days the RMA expires and we can no longer accept the return.
• Each return gets one RMA. An expired RMA cannot be reissued for the same product.

To keep things moving:

1. Write the RMA number clearly on the outside of the package.
2. Email us the tracking number once you have shipped it.

Section 04

Shipping Your Return

The product is your responsibility until it arrives at our facility. Use a carrier that provides tracking — UniHeat US cannot refund returns that are lost or damaged on the way back to us, and without tracking there is no way to establish what happened.

Ownership of returned goods passes back to us when the package is received at our facility.

Section 05

How Refunds Are Issued

Once we receive the item and confirm it is unused and in new condition, we refund the purchase price of the product to your original payment method. We will email you when the refund is issued.

If you paid for shipping on the original order — expedited service, an upgraded carrier option, or any method outside our free ground shipping offer — that charge is not refunded, unless the return is the result of our error. Orders that shipped free have no shipping charge deducted from the refund.

Section 06

How Long It Takes

Most refunds land well before the outside estimate, but allow up to four weeks from the day you hand your package to the return carrier. That window covers:

• 5–10 business days for the return to reach us
• 3–5 business days for inspection and processing on our end
• 5–10 business days for your bank to post the refund

Section 07

Our Role as a Distributor

UniHeat US is a distributor and reseller of UniHeat air-activated shipping warmers. We are not the manufacturer and we do not own the UniHeat brand. Products are supplied as we receive them from the manufacturer.

How a heat pack performs in your shipment depends on things we have no control over: box size and insulation, void fill and airflow, where the pack sits in the package, transit time, carrier routing and delays, and the weather along the route. Published duration and temperature figures describe pack performance under stated test conditions. They are not a guarantee of any particular result for your shipment.

UniHeat US is not responsible for loss of, or damage to, the goods you ship — including live animals, plants, perishables, and other temperature-sensitive products — or for any related costs. If you are shipping something valuable or irreplaceable, test your packaging setup before peak season and insure the shipment.

None of this changes the returns described in Section 01. If we send the wrong product, or a pack is defective, we will make it right.

Start a Return

Email Us Before You Ship Anything Back

Send your order number and a short description of the problem. We will tell you whether it qualifies and issue an RMA if it does.

UniHeat US
21817 Plummer St Ste C
Los Angeles, CA 91311
United States

Please do not send returns to this address without an RMA number.

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