Returns & Refund Policy

At Thermaze, we aim to make our returns and refunds process clear and straightforward.

Our 30-day store returns policy applies to defective products only. We do not offer exchanges. Your statutory rights as a UK consumer are not affected by this policy.

30-Day Defective Product Returns

If your order arrives with a defect, damage or an item that is not as described, you have 30 days from the date your order is delivered to contact us and request a return under our store returns policy.

Please contact us within this 30-day period so that we can review the issue and provide the appropriate return instructions.

This 30-day policy is specifically for defective, damaged or incorrectly described products.

What Counts as a Defective Product?

A product may be considered defective where, for example:

• It arrives damaged
• It has a manufacturing fault
• It does not match the product description
• It does not meet the standard that you would reasonably expect from the product

We will assess each reported issue individually and handle it in accordance with applicable UK consumer law.

How to Report a Defective Product

Before sending an item back, please contact us:

Email: contact@thermaze.com
Phone: +44 7490 233067

Please provide:

• Your order number
• Your name
• The product affected
• A description of the defect or problem
• Clear photographs showing the issue, where applicable

Providing photographs can help us assess the issue and determine the appropriate next step.

We will provide the relevant return instructions after reviewing your request.

Return Shipping for Defective Products

For eligible defective-product returns covered by our 30-day returns policy, Thermaze will cover the appropriate return shipping cost.

We will provide instructions on how to return the affected product.

Your statutory consumer rights are not affected.

Refunds for Defective Products

Once the returned product has been received and assessed, we will determine the appropriate remedy in accordance with applicable UK consumer law.

Depending on the circumstances, the remedy may include:

• A refund
• A replacement
• A repair
• Another remedy required by law

Where a refund is approved, it will normally be issued to the original payment method used for the purchase.

The time taken for the refund to appear in your account may vary depending on your bank or payment provider.

Exchanges

We do not offer exchanges.

If you require a different size, colour or product, an exchange is not available under our store policy.

However, this does not affect any statutory rights that may apply to your purchase.

Non-Defective Products

Our voluntary 30-day store returns policy applies to defective products only.

We do not provide a separate voluntary 30-day return option for products that are not defective.

However, UK consumer law provides statutory cancellation rights for most goods purchased online, as explained below.

Your UK Statutory Cancellation Rights

For most goods purchased online, UK consumer law gives consumers a 14-day cancellation period even where the product is not defective.

You generally have 14 days from the day after receiving the goods to notify the retailer that you wish to cancel your order. After notifying the retailer, you generally have a further 14 days to return the goods. You generally do not need to provide a reason for cancelling during this statutory cancellation period.

Certain legal exceptions can apply to specific products or circumstances.

These statutory cancellation rights are separate from our 30-day defective-product returns policy and are not affected by it.

Condition of Goods Under Statutory Cancellation Rights

Where you exercise a statutory cancellation right, you may handle the goods as reasonably necessary to establish their nature, characteristics and functioning, similar to how you could inspect them in a shop.

If goods are handled beyond what is reasonably necessary and their value is reduced as a result, a deduction may be permitted where applicable under UK law.

Refunds Under Statutory Cancellation Rights

Where you exercise a statutory cancellation right, applicable UK rules generally require the refund to be provided within the relevant legal timeframe.

The refund will normally be made using the original payment method.

For standard delivery, the original standard delivery charge is generally refundable where the statutory cancellation rules apply. Any additional amount paid for a more expensive delivery option may not be refundable.

Products Excluded by Law

Certain products may be excluded from statutory cancellation rights where a specific legal exception applies, such as certain personalised or made-to-order products.

Where a legal exception applies to a particular product, we will make this clear before you place your order.

Damaged or Faulty Items

If your order arrives damaged or you believe your product is defective, please contact us as soon as possible.

Please provide:

• Your order number
• A description of the issue
• Clear photographs showing the damage or defect

We will assess the issue and provide an appropriate remedy in accordance with your statutory rights and this returns policy.

UK consumer law provides specific protections for faulty, damaged or incorrectly described goods.

Proof of Purchase

We may request your order number or other reasonable proof of purchase when processing a return, refund or defective-product claim.

Contact Us

For returns, refunds or defective-product enquiries:

Phone: +44 7490 233067

Email: contact@thermaze.com

Address:
94 Omeath Street
Belfast
BT6 8ND
United Kingdom

Important

This policy does not remove or restrict any statutory rights you may have under applicable UK consumer law.

Where a mandatory consumer right applies, that legal right will take precedence over any conflicting part of this policy.