Refund & Return Policy

Our refund policy is built to ensure complete satisfaction and peace of mind.

If for any reason you are not fully satisfied with your purchase, you may request a return or refund according to our conditions below.

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Last updated: June 2025

1. 365-day money-back guarantee

We want you to feel completely confident when purchasing from ThermaHug. That’s why we offer a 365-day money-back guarantee from the date you receive your order.

If the product does not meet your expectations, you are eligible for a full refund — as long as the product is unused and in its original condition. Simply contact our support team to begin the process:

📩 support@thermahug.co.uk

2. returns & refunds

You may return your order within 365 days after delivery for a full refund.

To be eligible for a return:

• The product must be unused, undamaged, and returned with all components and accessories

• We strongly recommend keeping the original packaging during the trial period

• Refunds are issued to the original payment method (e.g., credit card or PayPal)

Please Note:

Once your return is approved, your refund may take up to 15 business days to appear on your account. If more than 15 business days have passed, contact us at support@thermahug.co.uk

3. cancellations

Orders may be canceled within 6 hours of placement.

Contact our team as soon as possible if you wish to cancel. After this window, your order may have already been processed for fulfillment.

4. defective products

If you receive a faulty or damaged item, we’ll send a replacement free of charge.

To proceed, send us a short video showing the issue to support@thermahug.co.uk within 48 hours of delivery.

5. incorrect address

It is your responsibility to ensure your shipping address is correct at checkout.

If you made an error, contact us within 6 hours of ordering. Once an order is processed, we cannot guarantee any changes.

6. lost or stolen packages

ThermaHug is not liable for packages marked as “delivered” by the carrier.

If you did not receive your package despite tracking showing delivery, please file a claim with the shipping carrier. If you need assistance, contact our support team.

7. international orders & duties

For international orders outside the UK, customers are responsible for:

• Shipping fees

• Import duties, customs, and VAT charges

ThermaHug does not cover these additional costs.

8. how to make a return

1. Email us at support@thermahug.co.uk with your:

• Full name

• Order number

2. Our support team will assist you in scheduling the return in the most convenient way.

9. return conditions

• You are free to try the product during the 365-day trial.

• However, if you choose to return it, the product must be unused and in resellable condition

• All components and packaging must be returned

• Return shipping + VAT is the responsibility of the customer (except in case of product defect)

10. 14-day cooling-off period (eu only)

If your order is shipped within the EU, you have the right to cancel or return it within 14 days without giving any reason.

Conditions:

• The item must be unused, with original tags and packaging

• A receipt or proof of purchase is required

HOTLINE

02039473576

ADDRESS

71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

EMAIL

info@thermahug.co.uk

ThermaHug

ThermaHug™ is built to help you recover, relax, and feel at peace in your body — every single day. Backed by science and trusted by thousands, we bring wellness to your routine, one massage at a time.

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