Refund policy

Last updated: 20 October 2026

You can return any ThermEase product within 30 days of delivery for a refund. If something arrives faulty, damaged or wrong, we will put it right at no cost to you. This policy does not affect your legal rights under UK consumer law.

Changed your mind

  1. Tell us within 30 days of delivery. Email thermease4@gmail.com with your order number and the item you want to return, or send us the cancellation form at the bottom of this page. You do not need to give a reason. (UK law gives you 14 days; we give you 30.)
  2. Send the item back within 14 days of telling us, to: ThermEase Returns, 65 Birch Avenue, Cannock, WS11 1ER, United Kingdom. Please only use this address, even if your parcel shows a different return address.
  3. Return postage is paid by you for change-of-mind returns. We recommend a tracked service and keeping your proof of postage.

You are welcome to unpack and try your item as you would in a shop: switch it on and test the heat, vibration and fit. Please send it back clean, with all parts and the charging cable. If it has been used beyond that, or is damaged, we may reduce your refund to reflect the loss in value.

Refunds

  • We refund you within 14 days of receiving the item back, or of you showing us proof you sent it, whichever comes first. Most refunds are made within 5 working days.
  • Refunds go to your original payment method. Your bank may take a further 3 to 10 working days to show it.
  • If you return your whole order, we also refund the delivery charge. If you paid for Standard delivery, we refund the Economy delivery price (£3), not the extra.
  • If you return only part of an order, we refund the items you return.

Faulty, damaged or wrong items

Please email us as soon as you can with your order number and a photo or short video of the problem.

  • Within 30 days of delivery: choose a full refund or a replacement.
  • From 30 days to 6 months: we will offer a replacement or repair first. If that does not fix the problem, you can have a full refund.
  • After 6 months: you still have rights under the Consumer Rights Act 2015. Contact us and we will help.

We pay the return postage for faulty, damaged or wrong items. We will send you a prepaid label or refund your postage cost. Sometimes we will not need the item back at all.

This does not cover normal wear and tear, accidental damage, or damage caused by not following the product instructions (for example, using a different charger).

Cancelling an order before it ships

Email us as soon as possible. If your order has not been dispatched, we will cancel it and refund everything, including delivery. If it has already been dispatched, you can return it as described above.

Gifts

If you received a ThermEase product as a gift, we can take it back, but the refund goes to the person who paid for it.

Cancellation form

Copy this into an email to thermease4@gmail.com, or post it to the address above.

To: ThermEase, 65 Birch Avenue, Cannock, WS11 1ER, United Kingdom. Email: thermease4@gmail.com

I hereby give notice that I cancel my contract of sale of the following goods: [item]

Ordered on: [date] / Received on: [date]

Order number: [number]

Name: [your name]

Address: [your address]

Signature (only if sent on paper):

Date: [date]

Questions

Email thermease4@gmail.com. We reply within 1 working day.