Return eligibility

• You may request a return within 30 days of delivery.
• Products must be in new, unused condition with all original packaging, manuals and accessories.
• Items that have been installed, wired, filled, used, modified or altered are not eligible for a change of mind return.
• Some products are designated as non returnable by the manufacturer, such as custom configurations, special order finishes or made to order units. When the manufacturer provides this information we state it on the product page.

How to request a return

1. Email support@thermalsanctum.com with your order number, the item you wish to return and a short explanation.
2. We review your request with the manufacturer. If a return is approved, we send you a Return Merchandise Authorization (RMA) number and detailed instructions.
3. Repack the product carefully in the original packaging with all components. Returns that arrive damaged because of insufficient packaging may not qualify for a full refund.
4. Ship the item using the method provided in your RMA and keep your tracking information for reference.

Return shipping and restocking

• Unless the return is due to a confirmed defect or an error on our part, you are responsible for return shipping costs.
• Most manufacturers apply a restocking fee of up to 15 percent of the product price on non defective returns. When a restocking fee applies it is deducted from your refund.
• If your order originally included free or discounted shipping, the actual outbound freight cost charged by the carrier may also be deducted in line with manufacturer policy.

Refund timing

Once the returned product arrives at the warehouse or manufacturer, it is inspected for condition and completeness. After the return is approved we process your refund to the original payment method whenever possible.

Please allow up to 30 days from arrival at the warehouse for inspection and refund processing. We email you as soon as your refund is issued.

Damaged or defective products

If your order arrives with visible damage or you believe it is defective, please notify us as soon as possible so we can help.

• For visible damage or shortages, note the issue on the delivery receipt, take photos and contact us promptly.
• For concealed damage discovered after delivery, contact us within 48 hours with photos and a description of the problem.

In most cases the manufacturer first attempts to resolve the issue through replacement parts, repair or a replacement unit under the terms of their warranty. We coordinate this process on your behalf.

Order changes and cancellations

• Many orders can be updated or cancelled shortly after purchase if they have not yet entered production or shipping. Contact us as soon as possible if you need a change.
• If the manufacturer has already processed the order, a cancellation may be treated as a return and may be subject to restocking or processing fees that they specify.
• Once an order has shipped, it can no longer be cancelled. At that point you may request a return after delivery, subject to this policy.

Non refundable costs

Installation services, electrical work, site preparation and any other third party services are arranged separately from your purchase and are not refundable through Thermal Sanctum. Whenever possible, we recommend confirming that your order is correct and inspected before scheduling installation.

Questions about returns

If you would like to understand the return conditions for a specific model or brand before ordering, our team is here to help.