Refund Policy

This Refund Policy outlines the conditions and process for returns, refunds, and related requests for purchases made through our online store.

We aim to provide a fair, transparent, and customer-friendly refund experience for all eligible orders.

All refunds are processed in USD (United States Dollar).

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Return Window

Customers may request a return or refund within 60 days of delivery.

Requests submitted after this period may not be eligible for approval.

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Eligibility for Refunds

To qualify for a refund, items must meet the following conditions:

• Request is made within 60 days of delivery
• Item is unused, unworn, and in original condition
• Original packaging is included when possible
• Item is not damaged due to misuse or improper handling
• Return request has been approved by our support team

Each request is reviewed individually to ensure fairness.

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Free Returns

We offer free return service for eligible refund requests.

Once your return is approved, we will provide instructions for returning the item at no additional shipping cost to the customer.

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Refund Process

Step 1: Submit Request

Contact our support team with your order details:

press@thermacellmalls.com
support@thermacellmalls.com
wholesale@thermacellmalls.com

Please include:

• Order number
• Email used for purchase
• Reason for refund request

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Step 2: Review Process

Our team will review your request and determine eligibility based on policy conditions.

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Step 3: Return Instructions

If approved, you will receive return instructions to proceed with shipping the item back.

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Step 4: Inspection

Once the returned item is received, it will be inspected to confirm it meets return conditions.

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Step 5: Refund Issuance

After approval and inspection, refunds will be processed.

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Refund Timeline

Approved refunds are typically processed within:

5–10 business days

Processing time may vary depending on your payment provider.

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Non-Refundable Situations

Refunds may not be granted in the following cases:

• Requests made after 60 days
• Items not in original condition
• Items damaged due to misuse
• Returns without prior approval
• Incorrect or incomplete return shipments

We review each case carefully before making a final decision.

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Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately.

We may request supporting photos or details to verify the issue.

Once confirmed, we may offer:

• Replacement
• Refund
• Alternative resolution depending on availability

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Incorrect Orders

If you receive the wrong item, please notify us as soon as possible.

We will review your order and provide a solution, which may include:

• Reshipping the correct item
• Partial refund
• Full refund if necessary

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Order Cancellation

Orders may be canceled only if they have not yet been processed or shipped.

Once processing begins, cancellation may no longer be guaranteed.

Please contact us immediately for cancellation requests.

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Late or Missing Refunds

If you have not received your refund after the expected processing time:

1. Check your bank or payment account
2. Contact your payment provider (processing delays may occur)
3. Contact us if the issue remains unresolved

We will assist in tracking your refund status.

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Chargebacks

We strongly encourage customers to contact us before initiating any chargeback or payment dispute.

Most issues can be resolved quickly through our support team.

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Return Conditions Summary

To ensure smooth processing:

• Items must be properly packaged
• Return authorization must be obtained first
• Tracking information should be retained if applicable

Failure to follow instructions may delay or affect refund approval.

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Contact Us

For any refund-related questions or assistance, please contact:

press@thermacellmalls.com
support@thermacellmalls.com
wholesale@thermacellmalls.com