Product Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@meltlogic.io.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at returns@meltlogic.io.

Damages & Issues
Please inspect your order upon reciept and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

To test controllers in off seasons, an ice pack around the temperature sensor on your heat cable to simulate freezing temperatures. Have heat cable connected and wait a few minutes to test how the system functions.

Exchanges
The fastest way to ensure that you are able to get the smart controller(s) and heat cable(s) that you need is to return the item(s) you have, and once the return is accepted, make a separate purchase for the new item(s) that you require.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at returns@meltlogic.io.

Some items in our store may be offered to you as a subscription or pre-order. This cancellation policy lays out how you can change or cancel these kinds of purchases. 

Pre-orders 
When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We may collect full payment or a partial deposit at checkout, store your payment method, then fulfill and charge the remaining payment at a future date. 
You are able to cancel a pre-order order that has not yet been fulfilled. If the order has been fulfilled, then you can't cancel the order, but you can request a full or partial refund.

Subscriptions

Annual Subscription Plan - When you purchase an Annual Plan subscription, you will be charged $49 for your first year of service at the initial point of sale; your payment details will be stored securely at this point and used to bill you on a yearly recurring basis as your Annual Plan auto-renews. If you want to cancel, change, or discontinue your Annual Plan subscription, you are able to do this at any time. Your order confirmation email contains a link to your order and you can manage your subscription from there. Subscriptions purchased through the MeltLogic mobile app (Apple App Store or Google Play), subject to platform refund rules. Please See additional details about subscription cancellation and prorated refunds further down on this page.

Lifetime Subscription Plan - When you purchase a Lifetime Plan subscription, you will be charged the one-time fee of $299 at the initial point of sale and your subscription will automatically renew at no additional cost to you, for the lifetime of your purchased controller device(s). Subscriptions purchased through the MeltLogic mobile app (Apple App Store or Google Play), subject to platform refund rules. Please See additional details about subscription cancellation and prorated refunds further down on this page.

The Basic Plan (Free) - Simply refers to the purchase of a MeltLogic Smart Controller, which does not come with or require an accompanying subscription.

Subscription Cancellation & Savings Guarantee Policy

Summary

• You are able to cancel your MeltLogic Annual Plan subscription at any time.

• If you cancel before the end of your service year, you’ll receive a prorated refund for the unused portion of your year, and your access to the Annual Plan subscription services will stop immediately. Your MeltLogic Smart Controller will continue to work at the Basic Plan level without an annual payment.

• We also offer a Savings Guarantee:

If MeltLogic doesn’t save you more than the cost of your $49 annual subscription compared to an always-on heat cable system over the winter season, we’ll refund that season's full subscription cost. The Savings Guarantee only applies to the Annual Plan and does not apply to product purchases or the Lifetime Plan and Basic Plan.

1. Subscription Cancellation

You may cancel your annual MeltLogic subscription at any time through your account dashboard, which can be accessed through your MeltLogic app or the link provided in your initial order confirmation email.

• Cancellation is effective immediately upon confirmation.

• Access to paid features ends at the time of cancellation.

• You will receive a prorated refund for the unused portion of your annual subscription, calculated based on the remaining time in your billing period.

Refunds are issued to the original payment method whenever possible.

2. Prorated Refunds

Prorated refunds are calculated as follows:

• Annual subscription price: $49 USD.

• Refund amount is based on the unused time remaining in your annual subscription at the time of cancellation.

• Partial months are calculated proportionally.

Once a prorated refund is issued, the subscription is considered fully terminated.

3. MeltLogic Savings Guarantee

We believe MeltLogic should pay for itself—and then some.

Our Guarantee

If, over a full winter season, MeltLogic does not save you more than the cost of your annual subscription ($49 USD) compared to an always-on heat cable system, you may request a full refund of your subscription fee.

How savings are calculated

• Savings are calculated by comparing:

• MeltLogic-controlled heat cable usage vs. an equivalent always-on system operating continuously during winter conditions.

• The evaluation period is the winter season, defined as October through May, when MeltLogic weather-based automation is active.

• Savings calculations are displayed directly in the MeltLogic app.

Utility rate assumptions

• Savings calculations are based on a reasonable local average electricity rate.

• If a user-entered utility rate is significantly outside typical local averages, MeltLogic may adjust the rate used for savings verification to reflect regional norms.

4. Requesting a Savings Guarantee Refund

• Savings Guarantee refunds are not automatic and must be requested by contacting MeltLogic customer support.

• Requests will be reviewed using app-recorded usage data.

• If verified, a full refund of the annual subscription fee will be issued.

There are no installation, connectivity, or automation requirements to qualify for the guarantee. We assume good faith—and we honor it.

5. Limitations & Fair Use

To keep things fair for everyone:

• The Savings Guarantee may be claimed once per subscriber.

• Only one refund (prorated or guarantee-based) is permitted per subscription.

• Weather variability, usage patterns, and customer configuration choices do not disqualify a valid guarantee claim.

If something feels ambiguous, we default to being reasonable.

6. Where This Policy Applies

This policy applies to:

• Subscriptions purchased via Shopify.

• Subscriptions purchased through the MeltLogic mobile app (Apple App Store or Google Play), subject to platform refund rules

In cases where app store policies differ, MeltLogic will comply with platform requirements while honoring the spirit of this policy whenever possible.