Refund policy
Last updated: October 24, 2026
Returns
Eligibility for a return depends on the items in your order.
When returns are accepted, items must be returned in the same condition you received them: unused, unworn, with tags and in their original packaging, or as stated in the return instructions. We may reduce your refund if an item has been used, damaged or handled more than necessary.
Contact us to check your return options and how to start one.
How to start a return
Return and cancellation requests are accepted subject to the terms above and your rights under applicable law.
Please contact us before sending any item back.
Unless we state otherwise or applicable law requires otherwise, you are responsible for return shipping costs for change-of-mind returns.
Damages and issues
Please inspect your order on arrival and contact us right away if the item is defective or damaged, or if you received the wrong item.
Exceptions and non-returnable items
Some items may not be eligible for return, as set out in the return terms above, or on the product listing, the website or in store at the time of purchase.
Contact us if you have questions about whether a specific item can be returned.
Exchanges
Contact us to check your exchange options before returning the item.
Refunds
We will let you know once we have received and inspected your return, and whether your refund has been approved. If approved, the refund will go back to your original payment method unless stated otherwise. Please note that your bank or card issuer may take some time to process and post the refund.
If you haven’t seen your refund within a reasonable time after approval, please contact us.
This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are faulty, not as described, not delivered within the agreed or required time, or do not comply with applicable law.
Contact
To request a cancellation, start a return, ask about an exchange, report a damaged item or ask any other question, email us at thermaback@use.startmail.com or use the details in our contact information policy.