At thermaliving, we understand the importance of finding the perfect product for your well-being and home. That’s why, if your product isn’t the right fit for you, we’ll do everything we can to help, leaving you content and satisfied.
Our policy is that most items can be returned within 30 days. If more than 30 days have gone by since your purchase, unfortunately we will not be able to offer you an exchange or refund. Additionally, there are certain products which are not eligible for return or exchange:
- Clearance items;
- Custom items;
- Gift cards; and
- Products specifically designated as non-refundable on the sales page.
To be eligible for a return, send an email to firstname.lastname@example.org with your original order number, product to be returned, reason for the return, and your name. An RA (Return Authorization) number will be sent to you via email with instructions for returning your order. Unauthorized returns will not be accepted.
In situations where there appears to be damage during transport/ shipment or the product appears to not conform to the order, please send us 3 - 5 images, clearly highlighting the issue/ damage and we'll be sure to get back to you with a unique RA Number that will be used during the return process.
REFUNDS (IF APPLICABLE)
Due to the high risk of damage when shipped back to our location, you must package the product the same way you received it including any external packaging, shrink wrap, tape, and foam. This will help prevent damages back to us. Damaged packages shipped back to us due to poor packaging may result in a restocking fee of up to 25%.
The customer must pay all costs related to original shipping and return shipping even if shipping was free.
Following our receipt and inspection of your returned product, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, less the original shipping fee and restocking fee (minimum 15%).
EXCHANGE (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
You will be responsible for paying for the shipping costs to return your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Please use a trackable shipping service or purchase shipping insurance, as we cannot guarantee that we will receive your returned item.
CANCELLATION OF PRODUCTS
Your order can be cancelled free of charge so long as the cancellation is made within 24 hours of confirmation. Orders cancelled later than 24 hours after confirmation are subject to a 3% credit card transaction fee (as that's what we're charged).
If your order has already been shipped, we can no longer cancel your order, but would be more than willing to process a return should you wish to do so upon receipt. If your product has been custom-made through thermaliving, we regret to inform you that these such orders are not eligible for return.