Refund policy

Return & Refund Policy

Effective Date: 1st January 2026

At THERMAZA® (“we”, “us”, or “our”), customer satisfaction is our top priority. We are committed to providing high-quality products and reliable service.

If you are not completely satisfied with your purchase, we offer a clear and straightforward return and refund process in accordance with the
Australian Consumer Law (ACL).

This policy applies to customers in Australia only.

1. Eligibility for Returns

For customers in Australia, items purchased from our online store may be returned within 30 days of the delivery date for a change-of-mind return.

To be eligible for a return:

  • Items must be unused
  • Items must be in original packaging
  • Items must be in the same condition as received
  • A proof of purchase (order confirmation or invoice) is required

Unless the item is faulty, damaged, or incorrect, customers are responsible for return shipping costs.

Non-returnable items

The following items are not eligible for change-of-mind returns:

  • Personal care products
  • Gift cards
  • Sale items

(unless required under Australian Consumer Law)

2. Return Process

To initiate a return, please contact our customer service team:

Email: sales@thermaza.com.au (建议你同步改邮箱，如果还没用可以先保留原邮箱)

Please include:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return

⚠️ Do not send items back without prior return authorisation.

Once approved, we will provide detailed return instructions.

3. Refunds

Once we receive and inspect your returned item(s), we will notify you of the outcome.

If approved:

  • Refunds are processed to the original payment method
  • Processing time: 3–5 business days (depending on your provider)

Shipping fees are non-refundable, unless the return is due to:

  • Incorrect item
  • Faulty product
  • Damage in transit

4. Exchanges

We only replace items if they are:

  • Defective
  • Damaged

and subject to stock availability.

To request an exchange, contact:

sales@thermaza.com.au

5. Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us within 7 days of delivery.

We will arrange a:

  • Repair
  • Replacement
  • Refund

in accordance with the
Australian Consumer Law (ACL).

6. Consumer Law (Australia)

Our policy operates in addition to your rights under the
Australian Consumer Law (ACL).

Under ACL, you are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

This policy does not limit or replace your statutory rights.

For more information:
Australian Competition and Consumer Commission

7. Contact Us

THERMAZA®
Unit 73/203 Rooks Road
Vermont, VIC 3133
Australia

Email: sales@thermaza.com.au