Warranty and Return Policy

Effective Date: January 1, 2023
Last Updated: October 17, 2025

At Infraway LLC (“Infraway,” “we,” “us,” or “our”), we stand behind the quality of our wearable technology and want you to feel confident in your purchase. Please read this policy carefully to understand our return process, warranty coverage, and product safety guidelines.

1. Return Policy

1.1 Eligibility

You have 30 calendar days from the date you received your Infraway order to initiate a return.
We do not accept returns or exchanges for:

• Products purchased from other retailers (please contact them directly),
  
  

• Products received as gifts or promotional giveaways (e.g., event or tournament gifts, such as Member-Guest items), or
  
  

• Products obtained through unauthorized sellers.

Only items purchased directly from www.theinfraway.com are eligible for return to Infraway.

1.2 How to Initiate a Return

To initiate a return, please email hello@theinfraway.com with:

• Your original Infraway order number, and
  
  

• A brief explanation of your reason for return.

If you cannot locate your order number, please contact us before shipping your item.
We cannot process returns without the original order reference.

1.3 Return Shipping and Risk of Loss

Customers may use any carrier of their choice; however:

• Infraway does not cover return shipping costs, and
  
  

• Infraway is not responsible for items lost or damaged during return transit.
  Title and risk of loss remain with the customer until Infraway confirms receipt and inspection of the returned product.

1.4 Product Condition

Returned products must be in new, unused, and undamaged condition, including original packaging and accessories.
Products showing signs of wear, use, damage, or soiling will be deemed unacceptable and returned to the sender.

1.5 Refund Processing

Once your return is received and inspected:

• Refunds are issued to the original payment method within 3–5 business days,
  
  

• A confirmation email will be sent to the address associated with your order.

We do not issue refunds for individual items in promotional bundles or kits.
Bundles must be returned in full to qualify for a refund.

1.6 Operating Hours

For all return inquiries, please contact us during normal business hours:
Monday – Friday, 9:00 a.m. to 5:00 p.m. PST
hello@theinfraway.com

2. Important Safety Instructions

2.1 Read Before Use

Please read all instructions carefully before using any Infraway wearable heating product. Improper use may result in burns, electric shock, fire, or personal injury.

2.2 Danger – Risk of Electric Shock

• Do not reach for a unit that has fallen into water.
  
  

• Do not use a unit while bathing or in a shower.
  
  

• Do not place or store a unit where it can fall into a tub or sink.
  
  

• Do not immerse a unit in water or other liquid.
  
  

• Do not use the product for any purpose other than described in official Infraway materials.

2.3 Warning – Risk of Burns or Fire

• Do not operate under a blanket, pillow, or heavy covering.
  
  

• Close supervision is required when used by or near children or persons with disabilities.
  
  

• Use only accessories and attachments provided by Infraway.
  
  

• Do not use the device if it has been dropped, damaged, or immersed in water.
  
  

• Keep cords away from heat and sharp edges.
  
  

• Do not operate near oxygen or aerosol products.
  
  

• Do not modify or open the battery pack.
  
  

• Allow at least one hour of rest between sessions longer than 20 minutes.
  
  

• Disconnect and unplug before charging.
  
  

• Remove heating elements and batteries before washing the fabric components.
  
  

• For adult use only.
  
  

• Discontinue use immediately if you feel pain or discomfort.

2.4 Battery Safety

The rechargeable battery pack may present a risk of fire or chemical burn if misused.

• Do not disassemble, crush, puncture, heat above 100°C, or incinerate.
  
  

• Dispose of used batteries properly and keep away from children.

2.5 Medical Contraindications

Consult a doctor before use if you have any of the following conditions:
Pregnancy, diabetes with complications (e.g., neuropathy or retinal damage), pacemaker or implanted metal devices, recent surgery or joint replacement, epilepsy, migraines, herniated or degenerative spinal conditions, or any other health concerns.
Children and individuals with limited mobility should only use this product under adult supervision.

These conditions do not necessarily prohibit use but require medical clearance.

2.6 Safe Usage Guidelines

• Use only on dry skin or clean clothing; never over ointments or wet skin.
  
  

• Check skin regularly and discontinue use at the first sign of irritation.
  
  

• Do not sit, fold, or crush the product during use.
  
  

• Do not insert or place metallic objects between the product and your body.
  
  

• Never leave the product operating or charging unattended.
  
  

• Use only the official Infraway charger.
  
  

3. Limited Warranty

3.1 Coverage Period

Infraway LLC warrants its wearable products against defects in materials and workmanship for one (1) year from the date of original purchase.

This warranty applies only to the original purchaser and is non-transferable.

3.2 What Is Covered

If your Infraway product fails due to a manufacturing defect within one year of purchase, Infraway will, at its discretion:

• Repair the product,
  
  

• Replace it with a new or equivalent model, or
  
  

• Replace specific defective components.

Repairs or replacements do not extend or renew the warranty period.

3.3 What Is Not Covered

This warranty does not cover:

• Damage caused by accident, misuse, neglect, or abuse;
  
  

• Damage from improper transport, storage, or maintenance;
  
  

• Normal wear and tear or cosmetic changes;
  
  

• Battery degradation from normal use;
  
  

• Unauthorized modifications or repairs;
  
  

• Products not used per Infraway’s instructions;
  
  

• Products purchased from unauthorized sellers, gifted, or obtained through promotions;
  
  

• Loss or theft; or
  
  

• Failure to provide dated proof of purchase.

3.4 Warranty Claim Procedure

To request warranty service:

1. Contact hello@theinfraway.com with proof of purchase, product serial number (if applicable), and a description of the issue.
   
   

2. Our team will review and provide a Return Authorization (RMA) with shipping instructions.
   
   

3. You must ship the product prepaid to the address provided.
   
   

4. Upon inspection, Infraway will repair or replace qualifying items and return them at no cost.

Infraway is not responsible for products shipped without RMA authorization or damaged in transit.

3.5 Limitation of Warranties

To the extent permitted by law, this limited warranty replaces all other warranties, express or implied, including any implied warranties of merchantability, fitness for a particular purpose, or non-infringement, which are limited to the duration of this warranty.

Some jurisdictions do not allow exclusions or limitations, so these may not apply to you.

3.6 Governing Law

This warranty and all related claims are governed by the laws of the State of California, without regard to conflict-of-law principles.
Dispute resolution will follow Infraway’s Terms of Use, including arbitration and venue provisions.

4. Contact Information

Infraway LLC
447 Sutter Street, Suite 405 #401
San Francisco, CA 94108
United States
hello@theinfraway.com

Policy last reviewed: October 17, 2025
Policy version: v2.0