Return and Exchange Policy
Returning for replacement or refund
When the package arrived, we sincerely encourage you to check it/them as soon as possible.
If we feel that the issue needs to be checked by the tech team, we will inform you to return and we will offer you a replacement product. You can email us and we can provide you with the return shipping address of our warehouse.
If you intend to return or exchange it/them please make sure they are in their original condition as follows:
- have the original product package
- be in perfect condition
- have no stains, scratches, or damage of any kind
- be returned with all accessories
Defective, Damaged or Mis-shipped Items
Please kindly check the package contents before signing. You can get a refund of the full purchase price plus shipping costs for defective, damaged or mis-shipped items. Quality problems can be defined as obvious quality defects. If your items were damaged during delivery, we suggest you to take photos or video and get a “Proof of Damage” documentation from the delivery carrier.
If your items were mis-shipped, please submit the photographs to firstname.lastname@example.org and we’ll have the designated personnel to deal the issue and offer a reply within 48 hours. We will help you to settle the problem quickly.
Dislike items or Order the wrong items
According to our warranty policy, if it is not related to a product quality problem, and the customer wants to return the product, the customer needs to pay the return shipping cost, as we’re not able to request a return shipping label from courier partner at the moment, the return cost needs you to check with the courier of Postal service.
Once we received the product in our warehouse, we will issue a refund for the product cost only (we will not cover the shipping cost from and to the Thermalog warehouse). You can email us at email@example.com and we can provide you with the address to our warehouse where you can return the product.
* The shipping cost is non-refundable if the return reason is Dislike items or Order wrong items. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.
Return & Exchange Conditions
The time frame for return & exchange must not exceed 30 days from when the original order was received.
All items must be returned in their original condition, without scratches or signs of wear, and must not be altered in any way.
When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.
For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.
We do NOT accept any random return or exchange of products. Contact us before sending the shipment for return or replacement. Returns or exchanges must be arranged within 30 days after you received the package.
Step One: Reach out to us
Send a return request to the customer service mailbox (firstname.lastname@example.org) within 15 days after you received the package. It should include an explanation and photographs documenting the reason for the return (for damaged/ defective products).
Step Two: Inspect the merchandise
All returned or exchanged items must:
- have original product package;
- be in perfect condition;
- have no stains, scratches, or damage of any kind;
- be returned with all accessories;
Items returned in unacceptable condition will not be processed as refunds and cannot be shipped back to you.
Step Three: Ship merchandise to Thermalog Warehouse
Please send the item(s) and communicate us the tracking number and tracking website.
Step Four: Receive Exchange/ Refund
Once we receive and inspect your return, we will process an exchange or refund within 10 business days with the same payment method used to make the purchase. We will send you a confirmation email once the exchange/ refund has been processed.
Send your package to:
Address: 16 Honeysuckle Dr, Newcastle, NSW, Australia
State/Prov: New South Wales
Zip Code: 2300
Tel: +61 414 256 103