Refund policy
Returns & Refunds Policy
At Thermacy, we stand behind the quality of the recovery equipment we sell. Because our products are high-value and frequently shipped via freight carriers, return conditions are structured to align with manufacturer policies and delivery requirements.
Return Policy Summary
- Return Window: 30 days from delivery.
- Return Method: By mail or freight carrier.
- Item Condition: New, unused, in original packaging.
- Restocking Fee: 20%.
- Return Shipping Cost: Customer responsible (for change-of-mind).
Policy Overview
- Most products are subject to a 20% restocking fee if returned
- Return eligibility depends on the product and manufacturer
- Some oversized, freight-shipped, or made-to-order products are non-returnable once shipped
- Product-specific return conditions may be listed on individual product pages
If you are unsure whether a product is right for your space, electrical setup, or delivery access, contact us before ordering.
Return Eligibility
To be eligible for a return (where applicable), items must be:
- New, unused, and uninstalled
- In original packaging
- Include all components, manuals, and materials
- Free from damage or signs of use
Products that have been used, installed, modified, or altered are not eligible for return unless defective.
Return Window
Return requests must be submitted within 30 days of delivery, unless otherwise specified by the manufacturer.
Requests outside this window will not be approved.
Manufacturer-Specific Return Conditions
Because Thermacy operates as an authorized dealer, return conditions vary by supplier:
Eligible Returns (Most Products)
- A 20% restocking fee applies
- Customer is responsible for:
- Original shipping costs
- Return shipping costs (including freight)
Non-Returnable Products
Some manufacturers do not accept returns once shipped.
- These items are final sale unless defective or damaged in transit
Product-Level Exceptions
Certain products may have stricter return conditions based on manufacturer requirements.
- These conditions will be stated on the product page where applicable
Final Sale & Non-Returnable Items:
Items marked as "Non-Returnable" or "Final Sale" in the product description are not eligible for return or exchange once shipped, unless the item arrives damaged or is verified as defective. Please review the product description carefully before completing your purchase.
Restocking Fees
- A 20% restocking fee applies to eligible returns
- Restocking fees are set by the manufacturer
- Original shipping and return shipping costs are non-refundable
Return Shipping Responsibility
Customer-Initiated Returns
(change of mind, incorrect order, etc.)
- Customer is responsible for:
- Return shipping costs
- Freight coordination (if applicable)
- Original shipping costs are non-refundable
Defective, Damaged, or Incorrect Items
- Thermacy covers return shipping
- Full refund or replacement provided
Freight Delivery & Inspection Requirements
All freight (LTL) deliveries are curbside delivery only.
Customers are responsible for:
- Ensuring the delivery location is accessible for a freight truck
- Arranging any required assistance to move the product from curbside
At delivery:
- Inspect all packaging before signing
- Any visible damage must be noted on the delivery receipt before signing
Failure to document damage at delivery may result in denial of a damage claim.
Report freight damage within 48 hours with photos.
Small Parcel Deliveries (UPS / FedEx)
- Report damage within 15 days of delivery
RMA Process (Return Authorization Required)
To initiate a return:
Email: sales@thermacy.com
Include:
- Order number
- Product name
- Reason for return
- Photos/videos (if applicable)
Returns sent without authorization will be refused.
If a prepaid return label is issued for a customer-initiated return, the cost will be deducted from the refund.
Cancellations
- Orders may be canceled for a full refund before processing, production, or freight scheduling
- Once production or freight scheduling begins:
- Cancellation may not be possible
- Fees or return conditions may apply
Refund Processing
- Refunds are issued within 7 business days after the item is received and inspected
- Refunds are returned to the original payment method
Exchanges
- Subject to product availability
- Customer is responsible for return and reshipment costs unless due to defect or error
Final Note
Thermacy operates as an authorized dealer. All return conditions reflect actual manufacturer policies, freight delivery standards, and product handling requirements.
For pre-purchase questions, contact:
sales@thermacy.com
