Refund policy
Returns and refunds
Right of withdrawal
You have 14 calendar days from receipt of your order to withdraw from the contract without giving any reason, in accordance with articles 102 et seq. of Spanish Royal Legislative Decree 1/2007.
We voluntarily and contractually extend that period to 30 calendar days.
How to return
- Write to us at hola@getthermobox.com quoting your order number.
- We reply within 24 working hours with the instructions and the return address.
- Send the product back complete, with all its accessories and in a condition that allows it to be resold.
Refund
Once the product has been received and checked, we refund the amount within a maximum of 14 calendar days, using the same payment method you used. We refund the price of the product and, where you withdraw within the 14 statutory days, the cost of the initial standard shipping as well.
Cost of the return
The direct cost of returning the product is borne by the buyer, unless the item is faulty or does not match what was ordered, in which case we cover it in full.
Products not accepted
We do not accept returns of products that have been damaged through use other than as described in the instructions, nor of products missing essential components. Handling the product normally in order to check that it works does not reduce your right to return it.
Legal guarantee
Regardless of the above, all products are covered by the 3-year legal guarantee of conformity provided for in article 120 of Spanish Royal Legislative Decree 1/2007 for goods purchased on or after 1 January 2022.
Dispute resolution
If you are not satisfied with our response, you may use the European online dispute resolution platform: ec.europa.eu/consumers/odr.