Returns and Exchanges
Thermalstep offers 30 day free returns & exchanges. To be eligible, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To initiate a return or exchange, please send an email to: [email protected] and include in the email subject line your order number and ‘Refund Request’ or ‘Exchange Request’. In the body of the email, be sure to include the details of your return or exchange. If additional information is needed, a representative may reach out to you for assistance.
Return requests submitted after 30 days will be determined on a case by case basis. Please note that in this instance a restocking fee may apply.
To complete your return or exchange, we require a receipt or proof of purchase.
Products with obvious signs of use
Any item not in its original condition, is damaged or missing parts for reasons not due to our error. In this instance, refunds will be given on a case by case basis and may result in a partial refund or no refund.
Refunds
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 5 business days. A refunded receipt will be emailed to one on file for your order.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then 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 at [email protected].
Warranty Replacement
Thermalstep offers a 1 year limited warranty for our products. We replace items if they are defective or damaged due to manufacturer defects or processes. To initiate a warranty claim, please send an email to [email protected] and in the subject line include your order number and ‘Warranty Claim’. In the body of the email, be sure to include details of the damaged or defective product. If additional information is needed, a representative may reach out to you for assistance. During the claim process, additional photographic or video evidence may be required to approve the claim.
Shipping for approved returns, exchanges, replacements, and refunds.
For eligible returns and exchanges, a pre-paid label will be sent to you via email. Customers who choose to return their products using their own label do so at their own discretion and expense.To return your product, parcels should be mailed to: 1420 NW Gilman Blvd #2246 Issaquah, WA 98027 United States. Customers have 30 days to send in returns or exchanges once authorization has been given via email.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. A tracking number for your exchange or replacement product will be provided to the email address on file for your order.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.