returns

People love our products but not everything is the perfect fit. If you'd like to return something, we've made the process nice and simple! Read on to find out more.


free returns!

Not every online store offers free returns but we do, and we're proud of it! If you want to return something, we'll organise the shipping of the item for you so you don't need to worry.

our policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange unless there is something wrong with the item.

<!-- Created with Shogun. --><div class="shogun-root" data-region="main"><div id="s-8a300022-1d36-4fbb-b444-a7bf1b6d740d" class="shg-c "><h1><span style="font-size: 68px;"> <span style="color: #f0868b;">DELIVERY AND RETURNS</span></span></h1><p> </p><p><strong>Delivery</strong></p><p>If you place your order before 1pm GMT your order will be dispatched on the same day with the chosen delivery method. All worldwide orders are subject to shipping rates. All orders below the amount stated are subject to delivery charges according to worldwide region.</p><p>Delivery charges will be calculated based on the weight of the Products or Books added to the basket and incur once the delivery address is entered.</p><p>The following delivery timings are available but subject to delays, customs charges or changes:</p><ul><li>UK: 1st Class non-tracked 1-2 working days or next day tracked delivered by James &amp; James Fulfilment Ltd.</li><li>Europe: non-tracked 2-5 working days or tracked 2-5 working days delivered by James &amp; James Fulfilment Ltd</li><li>Rest of world: non-tracked 6-12 working days or tracked 6-12 working days delivered by James &amp; James Fulfilment Ltd</li></ul><p>Once your order is placed, it will be picked and collated by our fulfilment warehouse, James &amp; James Fulfilment Ltd. who will issue an email upon completion of the order with tracking information (if applicable).</p><p>Please inspect all Products and Books received at time of delivery. If you believe Products or Books have been damaged in transit, you must notify us within 48 hours of receipt of goods. If you do not notify us within this time, the Products will be assumed to have been delivered in good condition, waiving any claims of any damage that may have occurred in transit.</p><p>If a Product is deemed to be damaged or defective, we will replace the Product at no cost to you, providing appropriate notice is given.</p><p><strong>Information about duties &amp; taxes: </strong>If you are purchasing a Thermi Ergoslide and you are unsure whether you need to pay any duties or taxes in your country, please read the information on your country border force website. Here is some information for some countries.</p><p><em> <strong>Australia:</strong></em> Quote from www.border.gov.au ‘For goods that are worth <strong>equal to or under AUD1,000</strong>, there are no duties, taxes or charges to pay.’</p><p><em> <strong>EU member states:</strong></em> No taxes or duties to be paid.</p><p><strong> <em>USA:</em></strong> Quote from US customs and border patrol ‘Packages whose declared value is under $800 ($100 if being sent as a gift to someone other than the purchaser) will generally be cleared without any additional paperwork prepared by CBP’</p><p><strong>Returns</strong></p><p>Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.</p><p>To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.</p><p>Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.</p><p>Additional non-returnable items:</p><ul><li>Gift cards</li><li>Downloadable software products</li><li>Some health and personal care items</li></ul><p>To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.</p><p>There are certain situations where only partial refunds are granted (if applicable):</p><ul><li>Book with obvious signs of use</li><li>Any item not in its original condition, is damaged or missing parts for reasons not due to our error</li><li>Any item that is returned more than 30 days after delivery</li></ul><p><strong>Refunds</strong></p><p>Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.</p><p>If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.</p><p>Late or missing refunds (if applicable)</p><ul><li>If you haven’t received a refund yet, first check your bank account again.</li><li>Then contact your credit card company, it may take some time before your refund is officially posted.</li><li>Next contact your bank. There is often some processing time before a refund is posted.</li><li>If you’ve done all of this and you still have not received your refund yet, please contact us at support@thermishop.co.uk.</li></ul><p><strong>Sale items</strong></p><p>Only regular priced items may be refunded, unfortunately sale items cannot be refunded.</p><p><strong>Excanges (if applicable)</strong></p><p>We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@thermishop.co.uk</p><p><strong>Gifts</strong></p><p>If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.</p><p>If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.</p><p><strong>Shipping</strong></p><p>To return your product, you should mail your product to: James and James Fulfilment, Liliput Road, Brackmills, Northampton, NN4 7DT, United Kingdom.</p><p>You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.</p><p>Depending on where you live, the time it may take for your exchanged product to reach you, may vary.</p><p> </p></div><script type="text/javascript" src="https://cdn.getshogun.com/d25047aa-1f4f-417c-b487-f0cf84fbfd76.js" async=""></script></div>

eligibility

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned: Gift cards, downloadable software products and certain perishable goods cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.


how do I process a return?

First of all, you'll need to let us know you'd like to make a return and why. You can contact our support team at support@thermishop.com.au. We would also require a proof of purchase (your order confirmation email would be fine).

If you're eligible we will organise a pre-paid shipping label so that you can ship the items back to us at your earliest convenience. We'll handle the return for you, please do not send the items back to the manufacturer.

how do refunds work?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days (usually 7-10 working days depending on your bank).

I was only offered a partial refund

There are certain situations where only partial refunds are granted:

  • Products or books with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery

my refund is late or missing

If you haven’t received a refund yet, first check your bank account again. After that, please contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank, there is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us and we will try to help.

sale items

Only regular priced items may be refunded, unfortunately sale items are not eligible to be refunded. However, if you have purchased an item on sale and you believe it is damaged or defective, please contact us.

exchanges

We only replace items if they are defective or damaged. If you fall within this category and need to exchange the product it for the same item, send us an email and we can support you with this.

I received my product as a gift

If the product was a gift and sent directly to you, we can't offer a refund but we can offer a gift card with the same value of the item. Once the returned item is received, a gift card will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will likely find out about your return.

my product arrived damaged

We ship things as carefully as we can and we do quality control on our stock regularly, however sometimes things can slip through the net or get damaged in transit. In the unlikely event your goods arrive damaged, we must receive notification in writing within 48 hours of successful delivery. It is the recipient’s responsibility to inspect the items upon arrival as soon as they arrive. If we don't receive a notification of the damage within this timeframe, we cannot accept responsibility for it and cannot offer any compensation.


what about classes?

All class bookings are non-refundable and non-transferable. However, in some circumstances you can receive a partial or full refund:

  1. Cancellations confirmed to us more than seven days in advance of class starting time will receive a full refund providing that we can fill the class with someone else to fill the space.
  2. Cancellations confirmed to us between seven days to 24 hours in advance of class starting time will receive a 50% refund providing that we can find someone else to fill the space.
  3. Cancellations less than 24 hours in advance of class starting time or no shows will receive no refund.
  4. We reserve the right to cancel or reschedule a Class for any reason, including but not limited to; sickness, emergency or low attendance. In the unlikely event that this does occur, all participants will be notified as soon as practicable and will be given the option to book into another class, obtain a store credit or have a full refund provided.
  5. Payment via pre-purchased gift voucher is considered payment in full and attracts the same terms and conditions described above.


if you need any further help: