Returns & Warranty Policy

At Bwarm, we stand behind the quality of our products and are committed to providing helpful support if something goes wrong.

Because many of our products are heated, personal-use, and hygiene-sensitive items that come into close contact with the body and skin, our return and warranty policies are designed to balance customer satisfaction, product safety, and hygiene standards.

30-Day Return Policy

Eligible items may be returned within 30 days of delivery if they are in like-new, resellable condition.

To qualify for a return, products must include all original packaging, accessories, controllers, and included components. Products may be opened for inspection and brief functionality testing to confirm fit, appearance, or basic heating functionality. However, due to hygiene and safety considerations, products showing signs of repeated use, overnight use, prolonged skin contact, washing, odors, stains, pet hair, smoke exposure, or other conditions inconsistent with like-new condition are not eligible for return.

The following items are not eligible for return:

• Final sale items
• Gift cards
• Eye Masks that have been opened or unsealed due to hygiene reasons
• Products returned without original packaging, accessories, controllers, or included components

Wrong or Damaged Items

Please inspect your order immediately upon delivery.

If you receive the wrong item, a damaged item, or a product that appears to be defective upon arrival, you must contact us at service@bwarmhome.com within 7 days of delivery.

To help us verify your claim, please provide:

• Clear photos and/or videos showing the issue
• A photo of the shipping label on the package
• A photo of the SKU label, barcode, or other identifying labels

Please keep the product, original packaging, and all shipping materials while your claim is being reviewed.

Claims involving incorrect, damaged, or defective items cannot be verified without sufficient supporting evidence. If the required photos, shipping label, SKU label, barcode, packaging, or other identifying information cannot be provided, Bwarm will be unable to verify the claim and will not be responsible for any replacement, refund, or compensation.

Non-Defective Returns

For non-defective returns:

• Customers are responsible for return shipping costs
• Original shipping charges are non-refundable

Returns based solely on personal preference, comfort preference, material sensitivity, or individual reactions do not necessarily indicate a manufacturing defect.

Returns sent without prior authorization may be refused.

Material Sensitivity & Personal Preference

Customers are responsible for reviewing product materials, fabric descriptions, and product specifications before purchasing.

Individual sensitivities or personal reactions to fabrics, materials, heat levels, textures, natural fibers, or herbal ingredients do not necessarily indicate a manufacturing defect or product malfunction.

Returns based solely on personal preference, comfort preference, material sensitivity, or individual reactions may not qualify as defective returns.

Customers with known sensitivities to wool, synthetic fabrics, heat therapy products, fragrances, or herbal ingredients should carefully review product details before use.

Defective or Malfunctioning Products

If your product experiences a malfunction under normal household use, please contact our support team at service@bwarmhome.com.

To help us diagnose the issue efficiently, we may request troubleshooting steps, photos, or videos before determining the most appropriate warranty solution.

Our team will work with you to resolve confirmed product issues as efficiently as possible. Depending on the situation, available warranty solutions may include:

• Troubleshooting assistance
• Replacement parts or controllers
• A replacement product
• An equivalent replacement
• A refund if the issue cannot be reasonably resolved. If the original payment method can no longer accept refunds, store credit of equal value may be provided instead

Limited Warranty

Bwarm products are covered by a limited warranty against defects in materials and workmanship under normal household use.

This limited warranty applies only to products purchased directly from Bwarm or authorized sellers.

This warranty does not cover damage caused by:

• Misuse or improper care
• Improper washing or drying
• Unauthorized modifications or repairs
• Commercial or institutional use
• Pet damage
• Liquid exposure
• Accidents, abuse, or neglect
• Normal wear and tear

Return Instructions

Please contact our support team before returning any item. Unauthorized returns may not be accepted.

If your return is approved, we will provide detailed return instructions and the appropriate return address.

Please do not send returns to the shipping origin address shown on the package.

Refund Processing Time

Once your returned item is received, our team will inspect it to confirm whether it meets the return eligibility requirements.

If your return is approved, the refund will be processed within 5 business days after the returned item has been received and inspected.

Refunds will be issued to the original payment method whenever possible. After we process the refund, it may take an additional 3–10 business days for the funds to appear in your account, depending on your bank, credit card issuer, or payment provider.

Original shipping charges and return shipping costs are non-refundable unless otherwise required by law or the return is due to a confirmed Bwarm shipping error or confirmed product defect.

Contact Us

For questions regarding returns, replacements, or warranty support, please contact:

service@bwarmhome.com