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1. Warranty Policy

We stand behind our products. All purchases from Thermalmaster.com ("Thermal Master", "we", or  "us") or authorized resellers include a free 2-year warranty from the original purchase date, applicable only in the country of purchase.The warranty becomes void if the product is taken outside that country or shipped internationally.

Products purchased from unauthorized resellers or third-party platforms (e.g., Amazon, eBay) are not covered under this warranty. Please refer to the seller's respective policies for those purchases.

Warranty Coverage at a Glance

Not sure if your situation is covered or who pays? Start here.

Your Situation Covered? Thermal Master Pays You Pay
Quality defect within 12 months Yes Free replacement $0
Quality defect within 12–24 months Yes Refund + return shipping $0
Defects in materials or workmanship Yes Refund + return shipping $0
Product taken outside purchase country No — Customer responsible
Unauthorized reseller purchase No — Customer responsible
Accident, misuse, tampering, third-party accessories No — Customer responsible
Normal wear, aging, battery degradation No — Customer responsible
Theft, loss, or no proof of purchase No — Customer responsible
Non-quality issue after 30 days No — Customer responsible
Unauthorized repair or modification No — Customer responsible

How It Works

  1. Visit our FAQ/Support Center for troubleshooting before contacting us.
  2. If the issue persists, contact us at support@thermalmaster.com or contact me.
  3. We respond within 24 business hours (typically 1 day, up to 3 during peak periods).
  4. If covered, we provide a full refund or replacement and cover return shipping.

You'll need to provide:

  • Order number(for direct purchases)
  • Invoice or receipt from an authorized reseller
  • Product serial number (if applicable)
  • Clear photos or videos of the defect

Extended Warranty

Standard warranty: 2 years. Upgrade to 3 years available upon request.

It Covers:

  • Mechanical or electrical failures
  • Accidental drops and spills

Learn more & apply here

Limitation of Liability

Thermal Master is not liable for any indirect, incidental, or consequential damages  arising from the use of our products , including but not limited to data loss or loss of use.

Our total liability shall not exceed the original purchase price of the product.

2. Return & Refund Policy

We want you to be happy with your purchase. If not, we make returns easy.

30-Day Money-Back Guarantee (Any Reason)

Return undamaged products in original packaging within 30 days of receipt for a full refund.


Holiday Returns Policy

To allow plenty of time for gift-giving and holiday shopping, orders placed between November 10 and December 25 qualify for an extended return window. The 30-day return period will be extended to January 31 of the following year (or 30 days from receipt, whichever is later).

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Conditions

  • Items must include all accessories and be verified by our warehouse for condition.
  • Refund equals amount paid (shipping fees excluded for non-quality returns).
  • promotional items (e.g., BOGO): must return all items in a bundle.
  • Pre-orders: 30 days from delivery date.

Returns that do not meet the above conditions may be rejected and returned at the customer's expense.

How to Return

You can submit a refund request first. Thermal Master or directly contact Thermal Master Support with:

  • Order number
  • Reason for return
  • Proof of purchase
  • Photos/videos (if defect)

We respond within 24 business hours (typically 1 day, up to 3 during peak periods).

Prepaid return labels are provided only for quality issues (or if Shipping Protection is purchased).

Return Shipping Costs

Situation Who Pays
Quality issue Thermal Master
Non-quality + Shipping Protection Thermal Master
Non-quality without protection Customer

Note: Thermal Master is not responsible for any lost, stolen, or damaged packages during transit.

Refund Timeline

  • Refund issued after item arrives at our warehouse and passes inspection.
  • Processed within 3–7 business days to original payment method.
  • If not received within 7 days, contact your bank first, then us.

Cancellation Before Shipment

  • Within 12 hours of placing your order: Free cancellation or address change.
  • After 12 hours and once shipped: Cancellation not accepted. Please receive the package and start a return — The return shipping fee will be deducted from your refund.

3. Shipping Protection

It covers:

  • Covers loss, damage, or significant delay during transit. Compensation may include replacement, reshipment, or refund depending on the situation.
  • Available at add to cart on Thermal Master.
  • Covers loss, damage, delay, or non-quality returns.

See insurance page for full terms. For any insurance inquiries or claims, please click the XCOTTONS FAQ.

Without Shipping Protection

Thermal Master is not responsible for any lost, stolen, or damaged packages during transit.

Contact: support@thermalmaster.com