Terms of service

Last updated: November 1, 2026

1. About us

This website is run by HeatSnug ("we", "us"). You can reach us by email at heatsnugstore@gmail.com or through the form on our Contact page. By using this website or placing an order you agree to these terms.

2. Our products

We sell heated robes in one universal size, with built-in heating pads and a controller that runs on USB: plug it into a USB wall charger or into our Power Bank. Photos and colours may look slightly different on your screen. Always follow the instructions that come with your robe: unplug and remove the controller before washing, stop using it if the cable or controller is damaged, and don't use the heating on babies, young children or anyone who can't feel heat or switch it off on their own.

3. Prices and payment

Prices are shown in US dollars. If you pay in another currency, your bank or card provider may convert the amount. Payments are processed securely through Shopify and our payment providers; we never see or store your full card details. If a price is clearly wrong because of an error, we'll contact you before shipping and you can cancel for a full refund.

4. Orders

After you order, you'll receive a confirmation email. We may refuse or cancel an order (for example if a product is unavailable, there is a pricing error or we suspect fraud); in that case you get a full refund.

5. Bundles and extras

Bundle prices and free extras (Shipping Protection, Express Shipping, Power Bank) apply exactly as shown on the product page and at checkout. The Power Bank is only available for orders to the United States and EU countries and ships in a separate parcel.

6. Delivery

Every robe is made after your order is placed and might take up to 4 weeks to deliver. This delivery time is shown on the product page and saved on your order; by placing an order you confirm you've seen it. Shipping is free worldwide and every order gets a tracking number. See our Shipping Policy for details.

7. Returns, refunds and guarantees

You have a 30-day money-back guarantee. Customers in the EU/EEA and UK also have a legal 14-day right to cancel and, in the EU/EEA, a 2-year legal guarantee for faulty products. See our Refund Policy for how to return an item.

8. Problems with an order

If your order is late, damaged or not what you expected, please email us first at heatsnugstore@gmail.com. We reply within 2 business days and will offer a replacement or refund under our policies, which is usually much faster than a dispute with your bank or PayPal. This doesn't limit your legal rights.

9. Website content

The texts, photos, designs and logos on this website belong to HeatSnug or are used with permission. Please don't copy them without our written consent.

10. Liability

We're responsible for foreseeable loss caused by us breaking these terms. Nothing in these terms limits our liability where the law doesn't allow it, including for death or personal injury caused by our negligence, for fraud, or your legal rights as a consumer.

11. Privacy

How we handle your personal data is explained in our Privacy Policy.

12. Law and complaints

These terms are governed by Romanian law. If you're a consumer, you also keep the protection of the mandatory laws of the country you live in. If something goes wrong, please contact us first so we can fix it. Consumers in Romania can also contact ANPC (anpc.ro).

13. Changes

We may update these terms from time to time. The version shown on this page when you place your order applies to that order.