Returns and Refunds Policy

Last updated: 5 September 2024

This policy applies to all purchases made from thermorobes.com, operated by ThermoRobes.

Article 1 – Our 30-Day Money-Back Guarantee

You have 30 days from the day you receive your order to request a return for any reason. This period starts the day after you, or a person you have designated and told us about, receives the product.

To start a return, contact us at thermorobes@gmail.com or through the contact form on our contact page within 30 days of delivery. Include your order number and, where relevant, photos of the product. We will send you return instructions and a return address by email.

Once you have told us you wish to return, you have a further 14 days to send the product back. Please keep proof of postage, such as a shipping receipt or tracking number, so you can show the item was sent on time.

If we have not received notice of your return within 30 days of delivery, or if the product is not sent back to us after you have given notice, the purchase becomes final.

Article 2 – Handling the Product

During the return period you may handle and inspect the product in the same way you would in a shop, to establish its nature, characteristics and functioning. You will not lose your right to return simply because you have opened the packaging or tried the product on.

If you have handled the product beyond what is necessary to establish its nature, characteristics and functioning, we may deduct an amount from your refund reflecting the reduction in value. Examples include visible staining, odour, pet hair, tears, or damage to the heating elements or controller. We will always tell you the amount of any deduction and the reason for it before we process your refund.

Article 3 – Return Shipping Costs

Where you return a product because you have changed your mind or no longer want it, you are responsible for the full cost of return shipping. Our returns are processed through our fulfilment warehouse in China, so return shipping is international and the cost is yours. We recommend checking the cost with your carrier before sending, and using a trackable service.

Where the product arrived damaged, faulty, or is not what you ordered, we cover the cost of return shipping and you are entitled to a full refund including the original delivery charge.

Article 4 – Refunds

Once your return arrives and has been inspected, we will refund you using the same payment method you used for the purchase, unless we agree otherwise with you. Refunds are issued within 14 days of us receiving the returned product, or within 14 days of you providing proof of postage, whichever is earlier.

Depending on your bank or card issuer, it may take a further few business days for the money to appear on your statement.

Article 5 – Damaged on Delivery or Delayed Orders

If your order arrives damaged, or if it has not arrived within 10 business days of the estimated delivery date, contact us within 3 days of the delivery date or the missed delivery window, using the contact form on our contact page or by emailing thermorobes@gmail.com.

Where a carrier has confirmed a package as delivered but you have not received it, we will provide full tracking details so you can raise the matter with the carrier. We are not able to issue an automatic refund for packages confirmed as delivered, but we will help you pursue the claim.

Article 6 – Return Address

Do not send any product back before contacting us. Returns sent without prior contact and without an assigned return address cannot be processed or refunded.

Returns are handled by our fulfilment warehouse in China. When you contact us to start a return, we will email you the full return address to use. Return addresses are issued per order, so please do not reuse an address from a previous return.

Please package the product securely to protect it in transit and use a trackable shipping method, so that you can confirm when the package has been delivered.

Once the product arrives at the warehouse it will be inspected against the conditions in Article 2. If those conditions are met, your refund will be issued as set out in Article 4. Because the return is shipped internationally, please allow additional transit time before the inspection can take place.

Article 7 – Warranty

We offer a 30-day warranty against manufacturing defects. If your ThermoRobe arrives damaged or develops a fault covered by this warranty, contact us with your order number and photos or video of the issue and we will arrange a replacement or refund.

Contact

ThermoRobes Rietgraslaan 11 Vleuten The Netherlands Chamber of Commerce (KvK) number: 94800375 Email: thermorobes@gmail.com