Refund policy

Returns and refunds

You are buying from Thermarno as a consumer in the European Union, so all EU consumer rights apply to you. This page explains how to use them.

14-day right of withdrawal

You have the right to cancel your order without giving any reason within 14 days of the day on which you (or a person you nominate) physically received the goods. If your order contained several items delivered separately, the period runs from the day you received the last item.

To use this right, email us at info@thermarno.com before the deadline, stating your order number and the items you wish to return. We reply within 1 business day and send return instructions with the exact address.

It is enough to notify us within the 14 days — you then have a further 14 days from that notice to send the goods back.

Condition of the goods

Returned items must be complete, with all accessories and the original packaging. You may examine and test the goods as you would in a physical shop. If their value is diminished by handling beyond that, we may reduce the refund proportionately.

Who pays for return shipping

If you cancel without a reason, you pay the direct cost of returning the goods. If an item is faulty, damaged or not what you ordered, we cover the full cost of the return.

Refunds

We refund within 14 days of receiving the returned goods or your proof of postage, whichever comes first. We refund using the same payment method you used, including the original standard delivery charge. We charge no restocking or handling fees.

Damaged or faulty goods

If an item is faulty, was damaged in transit or does not match its description, email info@thermarno.com with a photo and your order number. We will replace it, repair it or refund you — at no cost to you.

Cancelling before dispatch

If your order has not shipped yet, email info@thermarno.com and we will cancel it and refund the full amount.

Exceptions

The right of withdrawal does not apply to goods made to the buyer's individual specifications, perishable goods, or hygiene products whose protective seal has been broken.

Contact

For anything to do with returns: info@thermarno.com