Return & Refund Policy

We want you to love your ThermalBox. If you are not completely satisfied with your purchase, we are here to help.

30-Day Free Returns — Unused Items Only

We offer a 30-day return window. You have 30 days from the date you receive your order to request a return. To qualify for a free return, your item must be:

·       Unused and never powered on, filled, washed, or operated;

·       In the same condition that you received it;

·       In its original packaging, with all accessories, cables, and documentation included;

·       Free from any signs of use, wear, damage, or missing parts.

Items that have been used in any way — including being powered on, filled with food or liquid, washed, or otherwise operated — are considered used and are not eligible for a free return or refund, except where the item is faulty or damaged on arrival (see below). This does not affect your statutory rights under UK consumer law.

How to Start a Return

To begin a return, email us at gdrop07@outlook.com with your order number and reason for return. If your return is approved, we will send you instructions on how and where to send your item. Please do not send items back before receiving return instructions.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrives faulty, damaged, or you received the wrong product, contact us immediately at gdrop07@outlook.com with photos so we can evaluate the issue and make it right with a replacement or full refund at no cost to you.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days. Please note it may take additional time for your bank or card provider to post the refund.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on items that have been used with food or liquids, sale items, or gift cards.

Exchanges

The fastest way to get the item you want is to return your eligible unused item and place a new order once the return is accepted.

Contact

Questions about returns? Email us at Thermal_Box@outlook.com and we will be happy to help.