Refund policy

We hope you enjoy your order! If it's not quite right for you, we're happy to help with a return, please have a quick read of the details below first, as a few conditions apply. You have 14 days after receiving your order to let us know you'd like to return it, and a further 14 days to send it back to us.

Returns Policy

You have 14 days after receiving your order to let us know you'd like to return it, and a further 14 days to send it back to us.

To be eligible for a return, your item must be unused and in its original packaging exactly as you received it, with the outer plastic wrapper unopened. Our products are sealed for hygiene reasons, so we cannot accept returns or issue refunds for items that have been used, or where the outer wrapper has been opened or removed — once opened, the item can no longer be sold.

To start a return, contact us at support@thermalsupply.co.uk with your order number. Once your return is accepted, we'll confirm the return address and instructions. Items sent back without first requesting a return will not be accepted.

Return postage is at your own cost unless the item is faulty, damaged or incorrect. We recommend using a tracked service, as we're unable to refund items that don't reach us.

Damages and issues

Please inspect your order on delivery and contact us at support@thermalsupply.co.uk with your order number and photos straight away if your item is defective, damaged or incorrect, so we can put it right. We'll cover the return postage in these cases.

If an item develops a fault after delivery, get in touch and we'll arrange a repair or replacement in line with the manufacturer's warranty for that brand. Your statutory rights under the Consumer Rights Act 2015 are not affected.

Non-returnable items

Any item that has been used or where the outer wrapper has been opened or removed, and gift cards. If you're unsure about anything, please get in touch before opening your item.

Exchanges

We don't offer exchanges. If you'd like a different item, return your eligible item and place a new order once the return is accepted.

International orders

The same 14-day return period applies to orders shipped outside the UK. Return postage and any customs charges on the return are your responsibility, and any import duties or taxes paid on the original delivery are non-refundable.

Refunds

We'll notify you once we've received and inspected your return and let you know whether the refund has been approved. If approved, you'll be refunded to your original payment method within 7 days. If you return your whole order, we'll also refund the standard delivery charge you paid (any upgraded delivery cost is not refundable). Please allow a few extra days for your bank or card provider to process it.

If more than 14 days have passed since your refund was approved, please contact us at support@thermalsupply.co.uk.

Thermal Supply is a trading name of PLK Trading LTD, registered in the United Kingdom, registered office PLK Trading LTD, 128 City Road, London, EC1V 2NX.