1: If you would like to return an item, please contact our customer support via email at (service@thermomate.com). When contacting our support team ensure you provide them with your return reason.

2: Returns made without approval will not be accepted as to we have different return addresses for different products.

3: For returns due to buyer's remorse (ie: Order by mistake, Does not fit, Change my mind, No longer needed, etc) customers are responsible for the return shipping cost along with a 20% restocking fee applied. You should also save your tracking number to confirm when your item has been received at our location. For items being returned due to defects or quality issues a pre-paid return label will be provided to you upon you providing us with any pictures/videos showing the issue, you are encountering.

To qualify for a general return, the item(s):

Must be in resalable condition

Must be free from scratches and/or defects

Must be in the original manufacturer’s box and packaging and be free of writing.

Must not be missing pieces

To initiate a general return, please address your reason.

Don’t like

Order By Mistake

Change Idea

Don’t need anymore

Found More Affordable One

Product Size Doesn't Fit ( Please check if our product size meets your needs before ordering)

To qualify for a defective return, one of the following must apply:

Item has a defect that hinders its usability for the purpose for which it was designed

The wrong item was received

The item does not match the description

Item arrived damaged

To initiate a defective return, please address which situation the item belongs to.

* If the item is found to be damaged during shipping, and you notice the damage upon delivery or inspection, do not sign for or take possession of the item. If delivery is accepted but concealed damages are noticed within 48 hours, take pictures of the box and product(s). Carriers only allow two business days to file a freight claim. Contact our customer service team immediately to report the damage.

We promise to process the refund within 2 days after the returned item arrives at our warehouse and was inspected to qualify for our general return or defective return situations listed before. You are expected to receive the refund 5-7 business days after we process it.

For a general return, we will deduct 20% of your total refund amount for the reason of return shipping costs and the loss caused to us as a vendor, which means only 80% of your entire refund will be sent back to your account. For a defective return, we will bear the return shipping cost and a full refund will be sent back to your account.

We recommend using the packaging from the original shipment. Within 30 days of receiving the goods, please contact our customer service team (service@thermomate.com) and we will provide free service; outside of 30 days of receiving the goods, you can also contact our customer service team if it is due to product quality issues.

If you notice damage after delivery (concealed damage), you can contact our customer service team. Please provide as much detail as possible about the damage. You will be requested to upload at least 3 photographs or videos to show the damage. We promise to provide solutions and settle down the issue as soon as possible.

We will be able to help with any complaints of damages, including visible or material defects after the product has been installed or altered.

There are occasions when an order is shipped from multiple locations and will arrive at different times. In the event that all material is not delivered, please contact our customer service team.

In case of a lost shipment, please contact our customer service team as soon as possible for assistance.