Refund policy

Refund & Returns Policy

At ThermaThrow, we want you to be completely satisfied with your purchase. This policy sets out your rights regarding returns, cancellations, and refunds under UK consumer law (including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015).

1. Right to Cancel (Change of Mind)

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order and return your item(s) for any reason within 14 days of receiving your delivery.

To exercise your right to cancel:

  • You must inform us of your decision to cancel within 14 days of receiving your item by emailing ThermaThrow@outlook.com.

  • Items should be returned in reasonable, resalable condition. You are permitted to inspect and inspect the goods as you would in a physical shop. However, if the item has been handled excessively beyond what is necessary to establish its nature and functioning, we reserve the right to make a deduction from your refund to cover any loss in value.

  • Unless the item is faulty or damaged, you are responsible for paying the return shipping costs.

2. Damaged, Faulty, or Incorrect Items

We take great care in packaging and inspecting every order, but if something goes wrong, we are here to help.

  • Reporting Issues: If your item arrives damaged or defective, please contact us at ThermaThrow@outlook.com as soon as possible (ideally within 48 hours of delivery to assist us with courier claims). Please include your order number, a summary of the issue, and clear photographs of any damage. Reporting within 48 hours is greatly appreciated, but it does not affect your statutory rights.

  • Your Statutory Rights: Under the Consumer Rights Act 2015, if your item is faulty or not as described:

    • Within 30 days of receipt: You have a statutory right to reject the item for a full refund or request a replacement.

    • After 30 days: You may be entitled to a repair or replacement.

If an item is verified as faulty or damaged upon arrival, we will cover the return shipping costs or provide a prepaid return label.

3. Non-Returnable Items

For health, hygiene, or customisation reasons, the following items cannot be returned under a "change of mind" request unless they are faulty:

  • Personalised or custom-made products

  • Sealed items unsealed after delivery that are unsuitable for return due to health protection or hygiene reasons

4. How Refunds Are Processed

Once your return is received and inspected, we will send you an email to confirm receipt and notify you of the status of your refund.

Approved refunds will be processed to your original payment method within 14 calendar days of us receiving the returned item (or receiving proof that you have sent the item back).

5. Contact Us

For all return, exchange, or refund queries, please contact our support team:

  • Email: ThermaThrow@outlook.com