Refund policy
Effective Date: 21 September 2023
At Thermogenix, we are committed to providing you with top-quality products and an exceptional shopping experience. We understand that there may be occasions when you need to return or exchange a product. To ensure a smooth process, please review our Return and Exchange Policy outlined below.
Returns and Exchanges Eligibility
1. Product Condition: To be eligible for a return or exchange, the product(s) must be in their original condition, unopened, unused, and with all original packaging and tags intact. We reserve the right to reject returns or exchanges if the product is not in its original condition.
2. Timeframe: Returns and exchanges must be requested within 30 days of the purchase date. After this period, we may not be able to process your request.
Returns
If you are not satisfied with your purchase and would like to return the product(s), please follow these steps:
1. Contact Customer Support: Reach out to our customer support team via email or phone to initiate the return process. Please provide your order number and a detailed reason for the return.
2. Return Authorization: Once your request is approved, we will provide you with a Return Authorization (RA) number and instructions for returning the product(s). Do not ship the product(s) back without an RA number, as it may result in delays or the rejection of your return.
3. Package the Return: Carefully package the product(s) to prevent damage during transit. Include the RA number on the outside of the package. Return shipping costs are the responsibility of the customer.
4. Ship the Return: Send the package to the address provided by our customer support team. We recommend using a trackable shipping method and retaining the tracking information for your records.
5. Inspection and Refund: Once we receive the returned product(s) and verify their condition, we will process your refund. Refunds will be issued to the original payment method used during the purchase. Please allow up to [X] business days for the refund to appear in your account.
Exchanges
If you wish to exchange a product for a different size, color, or variant, please follow these steps:
1. Contact Customer Support: Get in touch with our customer support team via email or phone to request an exchange. Provide your order number and specify the product(s) you wish to exchange and the desired replacement item(s).
2. Exchange Authorization: Once your request is approved, we will provide you with an Exchange Authorization (EA) number and instructions for the exchange. Do not return the product(s) without an EA number.
3. Prepare the Exchange: Carefully package the product(s) you want to exchange, ensuring they are in their original condition. Include the EA number on the outside of the package. Return shipping costs for the exchange are the responsibility of the customer.
4. Ship the Exchange: Send the package to the address provided by our customer support team using a trackable shipping method. Keep the tracking information for reference.
5. Replacement Shipment: Once we receive the exchange package and verify its condition, we will ship the replacement item(s) to you. Any price difference between the returned and replacement items will be handled according to the payment method used during the initial purchase.
Contact Us
If you have any questions or need assistance with a return or exchange, please contact our customer support team:
- Email: hello@thermogenix.com.au
- Phone: N/A
- Business Hours: Monday-Friday 9am - 5pm AEST
We value your satisfaction and will do our best to facilitate a hassle-free return or exchange process for you. Your feedback is important to us as we continually strive to improve our products and services.
Note: This Return and Exchange Policy is subject to change without notice. Please refer to the most recent version on our website for any updates or modifications.