Refund policy

We have a 30-day worldwide return policy covering our ELITE 2.0, which means you have 30 days from the moment it is delivered to return it for a full refund.

The ELITE 2.0: To be eligible for a return, your ELITE 2.0 must be returned in the same condition as when you received it—unused, in new condition, and returned in its original packaging with all parts included. You can unpack the ELITE 2.0 to assess the materials and quality to ensure they meet your expectations. Please note that we do not provide free returns, the customer is responsible for the return shipping cost. However, we do not charge any restocking fees and offer a full refund, provided the product meets the return criteria. We do not accept returns that have been used or damaged. The product must be unused, free from scratches or dents, and must be returned in its original packaging. The return must be initiated within 30 days from the date of delivery.

To start a return, you can contact us at hello@shopthermatec.com

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that we do not provide free returns, and the customer is responsible for the return shipping cost. However, we do not charge any restocking fee and offer a full refund.

You can always contact us for any return question at hello@shopthermatec.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you are missing an item please contact us within 30 days of receiving your order. If items are reported missing after 30 days of the delivery date you are not entitled to compensation, nor can we review the case as we’re unable to verify the details / missing items with our courier provider.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 30 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 30 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7-14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since you shipped your return, please contact us at hello@shopthermatec.com.

When contacting us about your returned item, please make sure to attach a tracking number / link so we can verify the return once it has been handed over to the carrier.

Please note that shipping insurance and shipping costs are not refunded for order returns.

Shipping Insurance

Please note that our Shipping Insurance only covers replacement items (not refunds) for stolen or lost items during transit. Once orders are marked as delivered, you are no longer covered by our Shipping Insurance product.