Quality + Returns Policy

We guarantee the quality of our products. If an item hasn't met your expectations, you can send it back to us. We also guarantee the product selection advice we give. If something you purchased based on this advice turns out to be unsuitable, we are happy to exchange, refund, or credit.

We want to make sure you are 110% happy with your purchase, so we also cover size exchanges and change of mind returns - we know it can be tricky to buy online!

**Yes we can refund/exchange items bought in our Winter Sale**

Return process:

  1. Please email us at hello@therm.co.nz to advise us of the return. Please state your order number, name, and items that will be returned + reason of the return. 
  2. We will send you a prepaid return label (NZ addresses only). 
  3. To ensure a speedy replacement and stock availability, you must place a new order for the replacement items. 
  4. We will then refund the returned items back to your original payment method within 7 days of receipt. 

Refunds are processed weekly. Returns shipped without prior notice and an official return label may not be accepted. 

Please ensure the returned item meets the below requirements:

Size exchange, change of mind or goods faulty/damaged upon receipt:

  • Item must be returned within 14 days of the delivery date
  • All hangtags & stickers must be attached to the garment in their original state.
  • All merchandise must be clean, unwashed and unworn.
  • Please fold garments neatly inside the return package to avoid unnecessary crumpling.
  • Your original Order Number and your Name must accompany the return. 
  • All garments are subject to inspection
  • The returned item will be refunded back to your original payment method.

    Goods faulty or damaged after use:

    We know every now and then things can go wrong after a bit of wear! If you do encounter a problem, please contact us in writing at hello@therm.co.nz immediately with details and photographs of the problem.

    We guarantee our quality and will replace goods within a reasonable timeframe with issues that are due to a fault of the garment or manufacturing process (IE broken zipper, seam splitting). Damage due to misuse of the garment cannot be covered. Returns of damaged or faulty goods will be at the sole discretion of Therm Limited.