Refund policy

 

Return and refund policy 

Returns – 14 days

We offer 14 days return policy, which means you have 14 days from the date you received the item or from invoice date (whichever occurs later) to request a return.

For a return to be approved:

  • The product must be in the same condition as when you received it: unused, in original packaging, and complete with all accessories.

  • All tags and labels must remain attached.

  • You must have the receipt or purchase document.

Here's how to make a return:

  1. Email us at support@thermoprodukter.se with your order number and reason for return.

  2. Wait for our approval and receive a case number and instructions.

  3. Clearly label the package with "RETURN + your case number".

  4. Send the item well packaged via any traceable shipping method – you are responsible for the return until it reaches us.

  5. We charge no restocking fee.

Return address:
Thermoprodukter AB
Dragonvägen 6
392 39 Kalmar
Sweden

Right of withdrawal within the EU – 14 days

As a private individual within the EU, you have the legal right to cancel your purchase within 14 days from the time you received the item.

  • The item must be in substantially unchanged condition, unused, and in its original packaging.

  • You are responsible for the return shipping. Shipping costs are not refunded.

  • Refunds are made within 14 days after we have received and approved the return, always to the same payment method used for the purchase.

Damaged or incorrect items

Check your order when you receive it and contact us immediately if the item is defective, damaged, or incorrect.

If the fault is caused by us:

  • We cover the return shipping.

  • We will replace the item with a new one or refund the amount as agreed.

In case of a complaint, email support@thermoprodukter.se and state:

  • Your case number (which you received from us)

  • Article number

  • Picture of the damage

  • Description of the fault

Items that cannot be returned

We cannot accept returns on:

  • Special orders or customized products.

  • Products that for hygienic reasons cannot be returned if the packaging has been broken (e.g., certain textiles and hygiene products).

  • Electronic products that have been used and where the seal has been broken.

  • Sale items and gift cards.

Transport damages
If a product from Thermoprodukter is damaged during transport, whether the damage is clearly visible or hidden, this must be reported immediately to Schenker and also directly notify us at support@thermoprodukter.se. Visible damage must be claimed the same day. Hidden damage must be claimed within 7 working days. Save all products and packaging so that Schenker can inspect if needed. You may need to provide photos of the damaged goods/packaging, so document well. The sender, in this case us at Thermoprodukter, is of course responsible for ensuring the shipment has been packaged correctly.

If the packaging of the item(s) has a visible damage, it is important that you ask the pickup point or driver to document it. All complaints must, however, be directed to Schenker, which you can notify via phone, email, or registration on Schenker's website.

Contact information for Schenker
Phone: 031-703-80-00
Web: Contact here

When Schenker has received your complaint, a confirmation with a case number will be sent. If the complaint is made by phone, the confirmation will be sent by mail. Complaints made via Schenker's website will appear immediately on the screen. If Schenker needs more information from you, such as receipts, invoice documents, or photos of the product or packaging, this will be requested. Schenker will get back to you as soon as possible with an answer on whether the complaint has been accepted. For goods missing during domestic transport, PostNord has up to 30 days to locate them.

If all or part of the goods are damaged, you will be compensated with an amount corresponding to the depreciation. Schenker only compensates verified damages, meaning not indirect costs.

Refunds

We will notify you when we have received and checked the return. If the refund is approved, it will be automatically processed to the same payment method used for the purchase within 10 working days.

Note:

  • It may take extra time for the bank or card issuer to process the refund before it appears in your account.

  • If more than 15 working days have passed since your return was approved and you have not received your money, contact us at support@thermoprodukter.se