Ereada® Warranty and Customer Support Information
We stand behind the quality and durability of our products. Below is the full warranty coverage that applies to products purchased directly from Ereada Corp.
Warranty Coverage
Purple, Gemstone and Gray Collections:
- Covered by a 1-year warranty.
Classic Brown Collection:
- Covered by a 2-year warranty, valid for both home and heavy-duty professional use.
The warranty period runs from the date of delivery, evidenced by the carrier's proof of delivery or your order confirmation.
Who is covered
This warranty applies to products purchased directly from Ereada Corp, whether delivered within the United States or exported to an international address.
Products bought from third-party resellers, marketplaces, or unauthorised sellers are not covered here. Contact the seller you purchased from.
What is covered
- Failure of the heating element, wiring, or internal components under normal use.
- Failure of the temperature controller supplied with the product.
- Defects in stitching, seams, or the outer cover present at delivery.
- Gemstone layer defects affecting the function of the product.
What is not covered
- Improper use, dropping, folding beyond the stated limits, liquid ingress, or use without the protective cover.
- Normal wear and tear, including surface marking, fading, and cover abrasion.
- Unauthorised repair, disassembly, or modification.
- Power surges, unstable mains supply, or connection to an incorrect voltage.
- Transit damage (see Damage in transit below).
- Any product with a removed, defaced, or altered serial number.
- Consequential loss of any kind, including loss of business or loss of use.
Surge protection is required
The most common failure we see is a controller damaged by a power surge or a poor connection between mat and controller.
Your product must be connected through a surge protector. Controller failures caused by surges are not covered if no surge protector was in use.
Replacement controllers are available for purchase outside warranty.
Voltage
Products are supplied configured for either 110–120V or 220–240V. Check your invoice for the configuration supplied.
Connecting the product to a different supply voltage voids this warranty in full and creates a fire risk. Where an adaptor is used, it must be rated for the full current draw of the product.
How to make a claim
- Contact us first. Email ereada@ereada.com or call (800) 688-7780 with your order number, serial number, a description of the fault, and photographs or video showing the issue.
- Get an RMA number. Products sent to us without a Return Merchandise Authorisation number will be refused.
- Many faults, controller failures in particular, are resolved by shipping a replacement part with no return required.
We will repair the product, supply a replacement part, or replace the product, at our option. Repaired or replaced products are covered for the remainder of the original warranty period, or 90 days, whichever is longer.
Shipping costs on a claim
United States orders
Where a factory defect is confirmed, we cover shipping in both directions.
International orders
| Situation | Who pays |
|---|---|
| Replacement controller or small part, confirmed factory defect | We pay outbound shipping |
| Full product return required, confirmed factory defect | You pay return shipping to the US; we pay outbound shipping of the repaired or replacement unit |
| Fault not confirmed, or damage outside the warranty |
You pay shipping both ways, plus any service charge |
Import duty, import VAT, customs clearance, and brokerage charges on any return or replacement shipment are the responsibility of the purchaser.
Products outside the warranty period are serviced at our standard service rates.
Damage in transit
Inspect your shipment on arrival. Record any visible damage on the carrier's delivery paperwork before signing. Report concealed damage to us within 5 working days of delivery with photographs of the packaging and the product. Claims made after this window cannot be supported against the carrier.
International orders
International sales are final. We do not accept returns on international orders. Faulty products are handled under the warranty claim process below.
The purchaser is the importer of record and is responsible for import duty, import VAT, customs clearance, and compliance with any local requirements applying to the product in the destination country, including registration, certification, and labelling.
Sales to businesses are business-to-business transactions. Consumer protection provisions applying to sales to private individuals do not apply.
Limit of liability
Our total liability arising from any sale, whether in contract, tort, or otherwise, will not exceed the price paid for the product.
Contact
Ereada Corp ereada@ereada.com (800) 688-7780
Warranty terms may be revised. The terms in effect at the date of your purchase apply to that purchase.