Refunds & Returns

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HOW LONG DO I HAVE TO RECEIVE A REFUND OR RETURN?

Our refund, return and exchange policy is valid for 90 days after receiving the product. Unfortunately, if 90 days have passed after the receipt of the product, we will not be able to provide you any sort of refund, exchange or return.

 

REPLACEMENTS

Replacements for damaged, broken products are FREE! Just email us at support@thermapillow.com video and picture proof and our customer service team will forward it to our warehouse team. You do not need to send it in for inspection if video and picture proof suffice.

- When you receive your package, and the package is in original working condition (meaning you haven't opened the package). You may process a return inquiry for a full refund.

 

- Damaged or incorrectly delivered items will receive a full refund. Please send in a video or picture to our customer service team to arrange a refund or free replacement.

 

- Items failed to be delivered will receive a full refund if indicated on the tracking number. If we have not yet shipped your product, and you would like to cancel your order, you will receive a full refund.

  

You must contact us before returning your item, as the return address may be different from the address your order was originally shipped from. Also, the Refund Authorization facilitates tracking of your returned product and expedites your refund. Please note that refunds for products returned without contacting us cannot be guaranteed.

 

HOW DOES THE REFUND PROCESS WORK

In order to receive your refund please follow the steps below:

 

Products can only be returned if they are still in their original condition and packaging. Products damaged by the customer will not be eligible for refund.

 

Email support@thermapillow.com with a detailed reason for return and pictures or a video of the product that supports your reason.

 

A refund will be provided to the original method of payment after we have received, inspected and confirmed that the returned products were not opened. All customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund.

 

Note: Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us.