Returns & Refunds Policy

TheThermoLab
Last updated: 10 October 2026

At TheThermoLab, we are committed to providing high-quality wellness and recovery equipment and excellent customer service.

We want you to shop with confidence, which is why we offer a 30-day returns policy on eligible products.

This policy applies to products purchased from www.thethermolab.com, including red light therapy panels, infrared therapy devices, LED facial masks, portable steam saunas and related wellness equipment.

Please read the following information carefully before requesting a return.

1. Our 30-Day Returns Policy

We offer a 30-day return period starting from the date your order is delivered.

If you are not satisfied with your purchase, you may request a return within 30 days of receiving your product.

For change-of-mind returns under our additional 30-day returns policy, products must:

• Be complete and in a resaleable condition.

• Include all original accessories, cables, components and manuals.

• Be free from damage caused by misuse or improper handling.

• Be securely packaged to prevent damage during return shipping.

• Include proof of purchase or an order number.

Original packaging is preferred wherever possible.

These conditions do not restrict your statutory cancellation rights or your rights relating to faulty goods.

To request a return, please email info@thethermolab.com within 30 days of delivery.

2. How to Request a Return

To begin the returns process:

1. Contact our customer service team at info@thethermolab.com.

2. Include your order number, the product you wish to return and the reason for your return.

3. Our team will review your request and provide return instructions.

4. Securely package the product with all relevant accessories.

5. Return the item using the instructions provided by our team.

Please contact us before sending any products back to ensure that your return is directed to the correct location.

Returns correspondence address:

TheThermoLab
South Elmsall
Pontefract
WF9 2LY
United Kingdom

Important: This is our correspondence address. Please do not send parcels to this address unless our team has specifically confirmed it as the correct return destination.

For larger products, including portable steam saunas and full-body therapy panels, we may provide additional packaging or shipping instructions.

3. Shipping Charges

Our standard delivery charge is £9.99 per order, payable by the customer at checkout.

For change-of-mind returns under our additional 30-day returns policy, the original £9.99 delivery charge is non-refundable, except where required by law.

Customers are also responsible for the direct cost of returning products unless we have agreed otherwise or applicable law requires us to cover that cost.

For eligible UK statutory cancellations within 14 days of delivery, the original standard delivery charge must also be refunded, as explained in Section 5.

Where a product is faulty, damaged or incorrectly supplied, applicable delivery and reasonable return shipping costs will be refunded or covered in accordance with consumer protection law.

4. Full Refund Policy

TheThermoLab offers a full refund of the product purchase price for eligible returns requested within our 30-day return period.

For change-of-mind returns made under our additional returns policy, outside the statutory cancellation period:

• The full eligible product purchase price will be refunded.

• The original £9.99 delivery charge will not be refunded.

• The customer is responsible for paying return shipping costs.

• Refunds will be issued to the original payment method.

We aim to process these refunds within 14 days of receiving and inspecting the returned product.

Your bank or payment provider may require additional time to display the refunded amount.

Statutory cancellation refunds and refunds for faulty goods are handled in accordance with the additional rights explained below.

5. UK 14-Day Cancellation Rights

Under the Consumer Contracts Regulations 2013, UK consumers purchasing eligible goods online normally have the right to cancel their order within 14 days of receiving the goods, without providing a reason.

After informing us of your decision to cancel, you normally have a further 14 days to return the goods.

To exercise your cancellation right, email info@thethermolab.com with your order number and a clear statement that you wish to cancel.

For qualifying statutory cancellations, we will refund:

• The full product purchase price.

• The original standard delivery charge of £9.99, where this was paid.

• Any other amounts required to be refunded under applicable law.

Additional charges for premium or express delivery are not normally refundable beyond the cost of standard delivery.

Customers are generally responsible for the direct cost of returning goods where they were informed of this obligation before purchasing.

We will process the statutory cancellation refund within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever is earlier.

Where goods have not been dispatched, the refund will be made within 14 days of receiving the cancellation notice.

Customers may inspect and handle products as they reasonably would in a physical shop.

If a product has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may make a lawful deduction for any resulting reduction in value.

Original packaging is not a requirement for exercising statutory cancellation rights.

Certain legal exceptions may apply to specific products, as described in Section 9.

6. Return Shipping Costs

For change-of-mind returns, customers are responsible for arranging and paying for return shipping.

Return shipping costs are not included in the product refund.

We recommend using a tracked and appropriately insured shipping service, particularly for higher-value products.

Some products, including large red light therapy panels and portable steam saunas, may require specialist packaging or shipping arrangements.

Please contact us before arranging a return so that we can provide the correct instructions.

Where goods are faulty, damaged or incorrectly supplied, TheThermoLab will cover reasonable return costs where required by law.

7. Damaged, Faulty or Incorrect Products

If your order arrives damaged, is faulty or contains the wrong item, please contact us as soon as reasonably possible.

Email info@thethermolab.com and include:

• Your order number.

• The name of the affected product.

• A description of the issue.

• Photographs or videos where reasonably available.

We will review the issue and provide an appropriate resolution.

Depending on the circumstances and your legal rights, this may include:

• A replacement product.

• A repair.

• A full or partial refund.

• Another remedy required by applicable consumer law.

Under the Consumer Rights Act 2015, UK consumers may have the right to reject qualifying faulty goods for a refund within 30 days. After that period, rights to repair, replacement, a price reduction or a refund may apply.

You will not be required to pay return shipping costs for faulty or incorrectly supplied goods where the law requires us to cover them.

Nothing in this policy limits your statutory consumer rights.

8. Returns for Wellness and Therapy Equipment

Our returns policy covers the products we sell, including:

• Red light therapy panels.

• Near-infrared therapy devices.

• Rechargeable and portable therapy lamps.

• LED facial therapy masks.

• Portable steam saunas.

• Sauna accessories and related wellness equipment.

For change-of-mind returns under our additional 30-day policy, products must be returned complete and in a resaleable condition.

We understand that customers may wish to inspect their products after delivery.

Opening a product's packaging does not automatically remove your statutory right to cancel.

If a particular sealed product qualifies for a statutory health or hygiene exception, that exception will only be applied where legally permitted.

Products that are faulty, damaged or not as described remain covered by applicable consumer protection laws.

9. Non-Returnable Items and Exceptions

Certain products may be excluded from change-of-mind returns where permitted by law.

These may include:

• Products made to a customer's individual specifications or clearly personalised.

• Certain sealed products that are unsuitable for return for health protection or hygiene reasons after their seals have been broken, where the statutory exception applies.

• Other goods specifically exempted from cancellation rights under applicable legislation.

These exclusions are not automatically applied to all red light therapy devices, LED masks, steam saunas or other wellness equipment.

Sale and discounted products are not automatically excluded from returns.

Products purchased during promotional events retain their applicable statutory rights.

Any exclusions will be applied only where legally permitted.

Nothing in this section affects your rights if goods are faulty, damaged or not as described.

10. Exchanges

If you would like to exchange your product for a different model or item, please contact info@thethermolab.com.

Where a direct exchange is unavailable, you may return an eligible item under this policy and place a new order.

Any price difference between products will be payable or refunded as appropriate.

For change-of-mind exchanges, customers may be responsible for applicable return and new delivery charges.

Your statutory rights to repair or replacement for faulty goods remain unaffected.

11. Order Cancellations

If you wish to cancel your order before dispatch, please contact info@thethermolab.com as soon as possible.

If your order has not been dispatched, we will arrange cancellation and a refund.

If your order has already been dispatched, you may still be able to cancel and return it in accordance with your statutory rights and this policy.

For qualifying statutory cancellations before dispatch, the full amount paid, including standard delivery charges, will be refunded within the applicable legal timeframe.

12. Refund Processing Times

Refunds will be issued using the original payment method unless otherwise agreed.

For eligible statutory cancellations, we will process refunds within the timeframes required by law.

For other approved returns under our additional 30-day policy, we aim to process refunds within 14 days of receiving and inspecting the returned product.

Once processed, refunds may take additional time to appear in your account depending on your bank or payment provider.

If you have any questions regarding a refund, please email info@thethermolab.com.

13. International Returns

Customers ordering from outside the United Kingdom should contact us before arranging a return.

International return shipping costs and arrangements may vary depending on the delivery destination and reason for return.

For change-of-mind returns, customers are generally responsible for return shipping costs unless otherwise agreed or required by law.

Customers may have additional mandatory consumer rights under the laws applicable to their purchase.

Where those laws provide protections that cannot legally be excluded, those protections will take precedence over this policy.

14. Contact Information

For assistance with returns, refunds, exchanges, damaged products or cancellations, please contact:

TheThermoLab
Operated by ST HEATLAB LTD

Email: info@thethermolab.com
Website: www.thethermolab.com

Correspondence address:

TheThermoLab
South Elmsall
Pontefract
WF9 2LY
United Kingdom

Please contact our team before posting any returns so that we can confirm the correct return destination.

15. Your Statutory Rights

This policy is intended to provide a clear and fair returns process for TheThermoLab customers.

Nothing in this policy excludes, restricts or overrides any consumer rights that cannot legally be excluded under applicable UK or other relevant consumer protection legislation.