Refund policy

Any item discounted by 50% or more is FINAL SALE and is not eligible for return.

Returns shipped without prior notice and without our supplied return label may not be accepted.

Return process:

  1. Please visit our returns portal within 14 days* of delivery. 
  2. Through the portal you will be able to download a prepaid return label (NZ addresses only). 
  3. Through the portal you can choose from refund or store credit.
  4. Returns for store credit are free of charge. Returns for refund are subject to a $5 fee (per order) for processing. 
  5. Your return (store credit or refund) will be processed once the item has been received and inspected by our team. 
  6. Shipping is non-refundable. 
  7. Replacement orders (including those placed with store-credit vouchers) are subject to our standard shipping fees.

 

 

Please note that we do not offer direct exchanges. You will need to place a new order for any replacement items. 

Click here to go to the returns portal

 

Please ensure the returned item meets the below requirements:

  • 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
  • Refunds will be processed back to your original payment method.

 

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.

 

12 Month Warranty / 30 day Customer Satisfaction Guarantee: 

We know every now and then things can go wrong after a bit of wear! If you have encountered a manufacturer fault within 12 months of your purchase, please contact us in writing at hello@therm.co.nz with details and photographs of the problem so we may rectify the issue. 

Please bear in mind our fabrics are durable but not indestructible! Damage to the fabric due to heavy wear and tear may not be covered under our warranty. We do not offer repair kits at this time. 

We also guarantee your satisfaction. If an item hasn't met your expectations within 30 days of purchase we will accept it back for refund, exchange or store-credit. Please contact us directly with details of the issue.