At ThermaFLX, your satisfaction is our priority!
Our dedicated Quality Control Team will inspect your item(s) prior to shipping. Our product quality is guaranteed. However, you do need to carefully and accurately check your size before buying. Please kindly refer to the size charts on our product page(s).
If you are not satisfied with the item(s) you received, we can easily arrange an exchange or refund for you. We are here to help and want to hear your thoughts on our products!
Customers can contact us within 30 days of receiving their item(s). If you have received a defective or damaged item, the wrong size, or the wrong product, please Contact Us immediately. If 30 days have gone by from the order delivery date, unfortunately, we can’t offer a refund/exchange.
Responsibility of ThermaFLX:
- If our company is responsible for the issue, we will allow a return for refund or exchange.
- Once we receive the item(s), we will refund in full the original product price and its return shipping. If you would like the item replaced, we will resend a replacement at our expense once we receive the original items.
Responsibility of the Customer:
- If the customer has ordered an incorrect size or product, we can also allow a return or exchange. In this case, the customer will be responsible for all shipping fees (to and from our warehouse for an exchange). If the customer chooses a refund, we will refund the original product price. All and any shipping fees are non-refundable.
All returns must first be approved by our customer service team. If approved, you will be provided with an RMA (Returned Material Authorization) form. Returned items without an RMA form will not be accepted.
Items being returned or exchanged must be in the same condition as when they were delivered to you, if not, the buyer is responsible for all incurred fees and no refund will be issued.
- All returned items must be in brand new condition, unused/unworn, unwashed, and shall have their original packaging intact.
- Items with excessive wrinkling are subject to denial.
- Items covered in animal/human hair will not be accepted.
- Items with strong odors or smell like smoke, cologne, detergent, or have deodorant markings or other stains will not be accepted.
- Some or our items do not come with tags, however, if tags were attached when you received the item, please keep them attached.
If your returned item(s) are denied, then the item(s) will be sent back to you within 7-10 business days of you being notified via email.
Exchange requests can only be made for the same product being returned in either a different color or size.
- If a different item is requested, a refund will be issued.
- If the stock is available for your requested item(s), you will receive a confirmation email for the new exchange order.
- If stock is unavailable for your exchange request, a refund will be issued.
Additional Return Information:
How long will my return take to be processed?
- For returned items or items for exchange, we will need 3-7 business days upon receiving your item(s) to process the solution.
When will I receive my refund/exchange?
- Any returned item(s) cost will automatically be issued to the original method of payment used when placing the order with us. Please note that refunds can take up to 7 to 10 business days to process back into your bank account.
If you would like to cancel an order, you must do so before 24 hour or prior to the item being shipped out, whichever comes earlier. If you cancel your order before the aforementioned time, your entire amount will be refunded back to you. Once your order is shipped, it is not eligible for cancellation.
How to Reach Us
Please go to our Contact Us page on our website and describe the issue in detail, including the return or exchange reason. Please be sure to provide your order number and product SKU number. For defective, incorrect, or not as described item(s), please send us a clear picture or video of the problem.