Refund policy

Return & Refund Policy

Thermal Keep Products

Our Thermal Keep products are custom-made to order. We do not accept returns or exchanges for:

  • Wrong size or color selected by the customer
  • Change of mind or buyer's remorse

If your item arrives damaged or with a production error, contact us within 15 days of delivery. Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect. Include:

  • Your order number
  • A clear photo showing the issue

We will arrange a free replacement or a full refund — no need to return the item.

If the issue affects multiple items from the same order, please include one photo or video showing all affected items together.

Partner Brand Products

Partner Brand products are subject to the following conditions. You must contact us within 5 days of delivery to report any issue. We will process a replacement or refund only in the following cases:

  • The item arrived damaged — photo required
  • The package is marked as lost by the carrier's tracking system
  • The package was not delivered within 30 days of the shipping date

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Please note: We are unable to process claims for packages that show as delivered by the carrier but reported as not received.

Non-Returnable Items

  • Items damaged due to customer misuse
  • Items returned without prior authorization
  • Items reported outside the applicable return window

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at support@thermalkeep.com

Contact Us

For any questions or to submit a return or refund request, reach out to us at support@thermalkeep.com