Refund Policy
Effective date: October 8, 2026
At Thermal Balaclava, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straightforward return and refund process under the following conditions:
1. 30-Day Return Window
You have 30 calendar days from the date your order was delivered to initiate a return. Returns requested or initiated after this 30-day period will not be accepted.
2. Condition of Returned Items
To be eligible for a return and refund, your item must be:
- Unused and unworn.
- In the same condition that you received it.
- In its original packaging, with all tags and labels attached.
- Free from any odors, stains, or damage.
Items that do not meet these conditions may be refused or subject to a partial refund.
3. How to Initiate a Return (Process)
To initiate a return, please follow these steps:
- Contact Us: Send an email to support@thermalbalaclava.com within 30 days of your delivery date. In your email, please include your order number, the item(s) you wish to return, and the reason for the return.
- Receive RMA Number: Our customer service team will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to send your item back. Please do not send items back without an RMA number, as they may not be processed.
- Package Your Item: Securely package the item(s) in their original packaging, including all accessories, manuals, and documentation. Clearly write the provided RMA number on the outside of the package.
- Ship Your Return: Send the package to the address provided with your RMA instructions.
4. Refund Method and Timeline
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days after we receive and inspect the returned item. Please note that it may take additional time for your bank or credit card company to post the refund to your account.
5. Return Shipping Costs
The customer is responsible for all return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
6. Non-Returnable Items
Certain types of items cannot be returned. These include:
- Products that are not in their original condition, are damaged, or have missing parts for reasons not due to our error.
- Personalized or custom-made items.
- Clearance or final sale items.
- Items that pose hygiene concerns if returned (e.g., if used or unsealed).
7. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at support@thermalbalaclava.com within 7 days of delivery. Please include your order number and clear photos of the damage or defect. We will offer you a free replacement or a full refund, including any original shipping costs, at our discretion. You may not be required to return the damaged or defective item.
8. Exchange Policy
We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process outlined above to return the original item for a refund, and then place a new order for the desired item.
9. Late or Missing Refund Troubleshooting Steps
If you haven’t received a refund yet, please follow these steps:
- Check Your Bank Account: First, check your bank account again.
- Contact Your Credit Card Company: Next, contact your credit card company; it may take some time before your refund is officially posted.
- Contact Your Bank: There is often some processing time before a refund is posted.
- Contact Us: If you’ve done all of this and you still have not received your refund after 10 business days from our refund confirmation, please contact us at support@thermalbalaclava.com.