Refund policy

Policy Overview
At Thermal Core, we understand that purchasing commercial equipment is an important decision. Our returns and exchanges policy is designed to give you confidence when ordering, while ensuring fairness for both our customers and suppliers. If something isn’t right, our team is here to assist and guide you through the process.

Return & Exchange Eligibility
To be eligible for a return or exchange, items must be in new, unused condition, with all original packaging, components, and accessories included. Products that have been installed, used, or altered are not eligible for return. This ensures all returned items meet resale and quality standards.

Return Window
You may request a return or exchange within 30 days of receiving your order. Requests submitted outside this timeframe may not be accepted.

Return Shipping Responsibility
For change-of-mind returns or incorrect purchases, the customer is responsible for return shipping costs. We can provide a prepaid return label for convenience, with the cost deducted from your refund.
If the return is due to a defective, damaged, or incorrect item, Thermal Core will cover all associated shipping costs.

How to Start a Return or Exchange
To initiate a return or exchange, please contact our team at info@thermalcore.com.au with your order number and a brief description of the reason for your request. We will provide instructions, confirm eligibility, and arrange the next steps.

Damaged or Defective Items
If your order arrives damaged or faulty, please email info@thermalcore.com.au with photos of the damaged items us as soon as possible so we can resolve the issue promptly.

Cancellations
Orders can be cancelled for a full refund at any time prior to dispatch. Once an order has been shipped, it is subject to our standard return process.

Refund Processing Time
Once your return has been received and inspected, refunds are processed within 7 business days. Refunds are issued to your original payment method, including any original shipping costs paid at the time of purchase.

Our Error vs. Customer-Initiated Returns
If an item is incorrect, damaged, or faulty due to our error or supplier issue, we take full responsibility and cover all return and replacement costs.
For customer-initiated returns, including change of mind or incorrect selection, a 25% restocking fee applies. This reflects handling, inspection, and supplier costs associated with returning high-value commercial equipment.

Exchanges Process
If you require a different product, we can assist with an exchange. The original item must be returned in accordance with our policy, and once received, we will arrange shipment of the replacement item. Customers are responsible for both return shipping and reshipment costs for exchanges.

A Commitment to Fairness and Support
We aim to make every purchase with Thermal Core straightforward and risk-free. If you’re unsure about a product before ordering, our team is always available to provide guidance and ensure you select the right solution the first time.