Refund policy
At Thermous, we want you to be fully satisfied with your purchase. This Refund, Exchange and Return Policy applies to orders shipped to Italy, Germany and the United Kingdom.
Right of Withdrawal
You have the right to cancel your purchase within 14 days from the day you, or a third party appointed by you, receive the product.
To exercise your right of withdrawal, please contact us at contact@thermous.co with your order number and the email used at checkout.
Return Period
After notifying us of your decision to return the product, you must send the item back within 14 days.
Products must be returned in their original condition, unused, undamaged, clean and, whenever possible, in the original packaging with all accessories included.
Eligibility for Returns
To be eligible for a return, the product must:
- Be unused and in the same condition as received;
- Be returned with all original accessories and packaging;
- Not show signs of misuse, damage, stains, scratches or wear;
- Include proof of purchase or order confirmation.
Non-Returnable Items
We may refuse returns in the following cases:
- Products damaged due to misuse, improper handling or accidental damage;
- Products returned incomplete or without essential accessories;
- Items that show clear signs of use;
- Returns requested after the applicable return period.
Exchanges
We only replace items if they are defective, damaged or if you received the wrong product.
If you need to request an exchange, please contact us at contact@thermous.co with your order number, a description of the issue and, when applicable, clear photos or videos of the product.
Damaged, Defective or Incorrect Products
Please inspect your order as soon as it arrives. If the item is defective, damaged or incorrect, contact us immediately at contact@thermous.co so we can evaluate the issue and make it right.
We may request photos, videos or additional information to confirm the issue before approving a replacement, refund or other solution.
Return Shipping Costs
If you are returning an item due to a change of mind, the customer is responsible for the return shipping costs, unless otherwise required by applicable consumer law.
If the product is defective, damaged or incorrect, we will provide instructions and evaluate the most appropriate solution, which may include a replacement, refund or return shipping support.
Refunds
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.
If approved, the refund will be processed to your original payment method. Please note that your bank or payment provider may take additional time to complete the refund.
Refund Processing Time
Refunds are usually processed within 14 days after we receive the returned item or after you provide valid proof that the item has been shipped back.
Original Shipping Fees
Where applicable, standard delivery costs may be refunded in accordance with consumer protection laws. Additional shipping services, such as express delivery or premium shipping options, may not be refundable.
How to Start a Return
To start a return, please email us at contact@thermous.co with the following information:
- Your full name;
- Order number;
- Email used at checkout;
- Reason for the return or exchange;
- Photos or videos, if the product is damaged, defective or incorrect.
Our support team will review your request and send you the return instructions.
Important Notice
Please do not send any product back before contacting us and receiving return instructions. Returns sent without prior communication may not be accepted.
Contact
If you have any questions about refunds, exchanges or returns, please contact us at:
Email: contact@thermous.co