Returns

Refunds in line with our shipping policy:

As a customer, you must ensure that you read and understand our shipping policy before making a purchase. We work as swiftly as humanly possible to ensure all orders are sent out as within hours of purchase, but during busier periods your order may take 1-2 days to process. Your order may take 4-9 business days to arrive, however, there are likely to be delays that are out of our control during Christmas and holiday periods. We do not offer refunds in cases where an item has been purchased as a gift that has not arrived on time due to not reading our shipping policy.

If you'd like to track your order, please visit here.

Incorrect address:

We do not offer refunds in any case where your package is not delivered successfully due to the address being incorrect, so please ensure you enter the correct address at the checkout. 

If you have entered the incorrect address, you must contact us within 2 hours to correct the address. If you don't contact within this time frame, we won't be able to ensure that your package hasn't already been shipped. 

If your package has already been shipped and you realise that the address is incorrect, please contact the last mile shipping provider responsible for your package. This information can be located at the bottom of the Track My Order page once you enter your order number and international tracking number (these are provided to you via email once your package is shipped by us). 

Please be aware that once your package has been shipped by us, we are unable to change the address that it is shipped to. 

Change of mind: 

Thermie offers a 100% money-back guarantee. In the unlikely circumstance that you are unhappy with your purchase, let us know before using your Thermie and within 30 days of your purchase.

Please note, we do not issue refunds on non-faulty items, only a store credit will be provided once your return item/s is/are received back at our warehouse.

We do not offer full refunds or physical exchanges for a product unless it is deemed faulty upon inspection. In some scenarios, we may require the faulty item to be returned to us for further inspection.

We value the health and well-being of our customers and guarantee that all products purchased are new and shipped directly from the factory to our warehouse to our customer. Due to this, we cannot offer change of mind refunds once your product has been used and once it has been removed from its original packaging. 

As your Thermie is a personal/hygienic item, it must be returned unopened and in the same condition as it was purchased in, including the original packaging. 

To begin processing your return, we require a receipt or proof of purchase such as an order number. Email these to hello@thermie.co 

You must post your Thermie via registered post and provide us with the tracking number. The return shipping costs are non refundable for change of mind orders.

Once we've received your Thermie, we'll issue you with a full refund for the price of your product..

Faulty product: 

If your Thermie is defective and you require a replacement, please follow the following steps:

1. Take a clear video of the defect

2. Email hello@thermie.co with a description of the defect and include the video that demonstrates the defect. (We cannot proceed with the refund until this is provided.)

3. Once your refund is accepted, please send back the product in its original box with all contents included. You must post your Thermie via registered post and provide us with the tracking number. 

4. Once we have received the item, we will dispatch a replacement or provide you with a refund for the cost of your product. If it is a refund, you'll be refunded to your original payment method. Please allow up to 5 business days for your bank/payment method to realise these funds. 

 

To confirm that your product is faulty and won't turn on, please ensure that you have given it sufficient time to charge. To turn on each feature of Thermie, double tap the touch display for the heat/vibration. Some customers may find that their item is not charged upon delivery, so it will require a 2-3 hour charge before use.

Refunds (if applicable)

Once your return is received and inspected, 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.