Refund policy
At Thermoskin we are committed to ensuring your satisfaction with our Thermoskin products. We understand that sometimes a product may not meet your expectations, and we are here to assist you with our hassle-free return policy.
30-Day Return/Exchange Policy
You may return or exchange your Thermoskin product within 30 days from the date of purchase, provided it meets the following criteria:
- Unworn and Unwashed: The product must be in its original, brand-new condition and should not have been worn or washed.
- Intact Packaging: The product should be returned with its original packaging, including all tags, labels, and accessories. Please ensure that the box remains intact and undamaged.
- Resale Condition: The product must be in a condition suitable for resale. Any signs of use, damage, or alteration may affect your eligibility for return or exchange.
- Proof of Purchase: A valid proof of purchase, such as a receipt or order confirmation, is required for all returns or exchanges.
- Sale/Promotional items cannot be returned, except in the case of a warranty claim.
- Refund will be for product purchase price only.
- Excludes bulk purchases.
Please note you will need to cover any shipping costs incurred during the return or exchange process unless the return is due to a manufacturer's defect (covered under the warranty, as explained below).
New Zealand Return Policy
Returns from New Zealand will be accepted if the wrong size or product was ordered, or in the case of a change of mind. Customers have 30 days from the date of purchase to return the product at their own cost of shipping. Products eligible for a refund must be in unworn condition, with all original tags intact, and returned in their original packaging. Please note that all returned items will be processed for a refund only, as we are unable to provide exchanges for New Zealand orders. If a different size or product is required, a new order must be placed through the Thermoskin website.
Process for Returns/Exchanges
To initiate a return or exchange, please follow these steps:
- Contact Customer Support: Reach out to our dedicated customer support team via email or phone. Provide them with your order details, including the product(s) you wish to return/exchange and the reason for the return.
- Return Authorisation: Our customer support team will guide you through the return process and provide you with a Return Authorisation (RMA) number. Please note that returns without an RMA number will not be accepted.
- Package the Return: Carefully pack the product(s) in its original packaging, ensuring they are adequately protected during transit. Include the RMA number provided by our customer support team.
- Affix the below address to your package, making sure you cover or remove the original shipping label. Thermoskin Returns, PO Box 376, Kilsyth, VIC, 3137
- Attend your local Australia Post Office and send to the labeled address. For security and peace of mind, we strongly suggest insured registered post as Thermoskin.com is not liable for lost return parcels.
- Once received in our warehouse, we will inspect and process the goods within 48 hours to ensure you receive your exchange/refund as quickly as possible. So, you are kept informed, we will send you an email confirming your exchange or refund, and how it is being processed to your original form of payment.
- Please note that NO Returns or Exchanges can be made in person at our warehouse. Please contact customer service if you have special requirements regarding this.
- Thermoskin cannot accept COD deliveries.
- Gift Cards and Promo Codes cannot be applied to exchanges. If you are wanting to use a gift card or promo code, please place a new order through the website and return your original item for a refund (excludes sale items).
12-Month Manufacturer's Warranty
- In addition to our return/exchange policy, we offer a 12-month manufacturer's warranty on all Thermoskin products, excluding our Ice Recovery Wrap and Tubular Bandages. This warranty covers manufacturing defects and faults in materials or workmanship. If you believe your Thermoskin product is faulty, please contact our customer support team, and they will guide you through the warranty claim process.
- Please note that the warranty does not cover damage caused by misuse, improper care, or normal wear and tear.
- If you have any questions or need further assistance regarding our return policy or warranty, please don't hesitate to reach out to our customer support team. We are here to ensure your satisfaction with our Thermoskin products.
- Note: This return policy is subject to change without prior notice. Please refer to our website or contact our customer support for the most up-to-date information.
- This return information does not affect any remedy you may have under Australian Consumer Law. Please refer to Thermoskin and the Australian Consumer Law for details of your rights under the Australian Consumer Law.
Contact Information
If you have any questions or concerns regarding these Terms or any aspect of the Website, please contact us at:
United Pacific Industries
Head office:
10 Eastspur Court
Kilsyth VIC 3137
Australia
Phone: +61 3 97617599
Toll-Free: 1800 188 019 (Australia Only)
Email: hello@thermoskin.com
The last update to this document was 22 May 2023.
