Refund policy

Returns, Shipping & Refund Policy

Last Updated: 05/05/26

We want you to feel confident in your purchase. If something isn’t right, we’ll work with you to make it right.

Return Window

Returns are accepted within 14 days of delivery.

After 14 days, returns may not be accepted.

Eligibility for Returns

To be eligible for a return:

  • The item must be in new or like new condition

  • All original packaging, accessories, and documentation must be included

  • The product must not show signs of use, damage, or modification

Items that do not meet these conditions may be subject to additional deductions or may not be eligible for return.

Non-Defective Returns

If you are returning an item that is not defective:

  • A restocking fee of up to 15% may apply depending on the condition of the item

  • Original shipping costs are non-refundable

  • Customers are responsible for return shipping costs

We will always communicate any applicable fees before processing your return.

Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged, or incorrect:

  • Contact us within 48 hours of delivery

  • Provide photos and a description of the issue

We will resolve the issue at no cost to you, including return shipping if applicable.

How to Start a Return

To initiate a return:

Email us at info@thermalbros.com

Include your order number and reason for return

We will provide return instructions and next steps.

Refunds

  • Refunds are issued to the original payment method

  • Processing typically takes 5–10 business days after the item is received and inspected

Please note:

  • Payment processing fees may not be refundable

  • Shipping costs are non-refundable unless the return is due to our error

Shipping & Delivery Responsibility

  • We are responsible for your order until it is delivered by the carrier

  • Once a package is marked as delivered, responsibility transfers to the customer

If a package is lost in transit, we will assist in filing a claim with the carrier and work toward a resolution.

Shipping Insurance & Signature Requirement

All orders are the responsibility of Thermal Bros until marked delivered by the carrier with signature confirmation.

Optional shipping protection is available at checkout and provides additional support in the event of loss, damage, or theft.

If shipping protection is not selected, customers may still be eligible for assistance, but claims will be handled on a case-by-case basis and may require additional processing time.

Thermal Bros reserves the right to determine resolution based on carrier verification, delivery confirmation, and claim eligibility.

Signature Requirement

All orders require a signature upon delivery to help ensure secure delivery.

Once a package is marked as delivered with a confirmed signature, it is considered successfully delivered.

Shipping Insurance (Optional)

At checkout, you may have the option to purchase shipping insurance.

If Shipping Insurance is Selected:

  • Your order is protected against loss, theft, or damage during transit

  • If an issue occurs, we will work with you to resolve it

  • This may include a replacement, repair, or refund depending on the situation

If Shipping Insurance is NOT Selected:

  • The shipment is considered at the customer’s risk during transit

  • We are not responsible for loss, theft, or damage during transit if shipping insurance is not selected

However, we will still assist you by:

  • Helping file a claim with the carrier

  • Providing documentation needed for resolution

Lost or Delayed Shipments

If your package appears lost or significantly delayed:

Important Notes

  • Signature confirmation is used as proof of delivery

  • Claims for missing packages must be reported promptly

  • Providing a secure delivery location is the responsibility of the customer

Exchanges

We do not offer direct exchanges.

If you need a different product, we recommend placing a new order and returning the original item.

Final Sale Items

Certain items may be marked as final sale and are not eligible for return. This will be clearly indicated on the product page.

Our Approach

We don’t believe in pushing people into the wrong product.

If you’re unsure what to buy, reach out before purchasing we’ll help you choose the right option the first time.