Shipping Policy

TheThermoLab
Last updated: 10 October 2026

Thank you for shopping at TheThermoLab.

We are committed to providing reliable shipping and delivery services for our range of red light therapy devices, infrared therapy panels, LED facial masks, portable steam saunas and other wellness equipment.

This Shipping Policy explains our delivery charges, estimated delivery times, order processing, tracking information and procedures for delayed, lost or damaged orders.

1. Shipping Charges

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

The delivery charge will be clearly displayed before you complete your purchase.

Any additional delivery options or charges, where available, will also be displayed at checkout.

For information about delivery-charge refunds when returning an order, please refer to our Returns & Refunds Policy.

2. Order Processing

Once your order has been placed, we will begin processing it for dispatch.

Order processing may include payment verification, stock checks, packaging and preparation for shipping.

Our standard UK delivery estimate is 3–5 business days from order placement, unless a different timeframe is communicated before purchase.

Business days are Monday to Friday, excluding UK bank holidays.

Orders placed on weekends or bank holidays may begin processing on the next business day.

If an unexpected issue affects your order, we will contact you using the details provided at checkout.

3. UK Delivery Times

Our estimated standard UK delivery timeframe is 3–5 business days.

The standard UK delivery charge is £9.99 per order.

Delivery times are estimates and may vary due to:

• Product availability.
• Delivery location.
• Courier operations.
• Public holidays.
• Severe weather.
• High seasonal demand.
• Other circumstances outside our reasonable control.

Larger products, including portable steam saunas and full-body red light therapy panels, may require additional handling or specialist delivery arrangements.

Where a different delivery timeframe applies to a product, this will be communicated before purchase.

We aim to deliver your order within the estimated timeframe and will comply with applicable UK consumer delivery requirements.

Where no different timeframe has been agreed, goods must generally be delivered without undue delay and within 30 days of the contract being made.

4. Order Confirmation and Tracking

After placing an order, you will receive an order confirmation email at the email address provided during checkout.

Once your order has been dispatched, we will send a shipping confirmation email.

Where tracking is available, this email will include a tracking number or link.

Tracking information may take some time to update after the carrier receives the parcel.

If you have not received an expected shipping update, please contact info@thethermolab.com with your order number.

5. Delivery Addresses

Customers must provide accurate and complete delivery details at checkout.

Please check your:

• Full name.
• House number and street address.
• Town or city.
• Postcode.
• Contact email address.
• Telephone number, where requested.

If you notice an error in your delivery details after placing an order, please contact us as soon as possible.

We will make reasonable efforts to assist with changes before dispatch, but we cannot guarantee that an address can be changed once an order has entered the shipping process.

If a parcel is returned because of an incorrect or incomplete address supplied by the customer, we will contact you to discuss the available options and any applicable additional delivery charges.

6. Delayed Deliveries

Although we aim to deliver orders within 3–5 business days, occasional delays may occur.

If your order has not arrived within the estimated delivery period, please contact us at info@thethermolab.com.

We will review the available tracking information and work with the delivery provider to investigate the delay.

If delivery cannot be completed within the agreed timeframe, your rights under applicable consumer protection legislation will apply.

Where the law provides a right to cancel because of late or failed delivery, we will honour that right and provide the appropriate refund.

7. Lost, Damaged or Incorrect Deliveries

We take care to ensure orders are appropriately prepared and packaged for delivery.

If your parcel arrives damaged, contains an incorrect product or does not arrive, please contact us as soon as reasonably possible.

Email: info@thethermolab.com

Please include:

• Your order number.
• A description of the problem.
• Photographs of any damage, where reasonably available.
• Any relevant delivery or tracking information.

We will investigate the issue and arrange an appropriate resolution.

For consumer orders, TheThermoLab is generally responsible for the goods until they come into your physical possession or the possession of someone you have identified to receive them.

An exception may apply if you independently arrange a carrier that was not offered by us.

Customers will not be required to resolve a lost or damaged delivery directly with the courier before exercising their statutory rights against TheThermoLab.

Where goods are lost, damaged or incorrectly supplied, we will provide the remedies required by applicable consumer law.

8. Large and Specialist Products

Some of our products, including portable steam saunas and large red light therapy panels, may require additional packaging, handling or specialist delivery arrangements.

Delivery estimates may differ for these products.

Any applicable delivery charges or different delivery timeframes will be communicated before purchase.

Please ensure that your delivery address is suitable for receiving the product ordered.

If you have questions about delivery arrangements for larger products, please contact info@thethermolab.com before placing your order.

9. International Shipping

International shipping availability depends on the destination and the products ordered.

Where international shipping is available, the applicable delivery charges will be displayed at checkout.

International delivery times may vary depending on the destination, carrier and customs procedures.

Orders delivered outside the United Kingdom may be subject to customs duties, import taxes or other charges.

Where such charges are payable by the customer, we will provide the relevant information required by applicable law before purchase.

If you are unsure whether we deliver to your country, please contact info@thethermolab.com.

10. Returns and Shipping Refunds

TheThermoLab offers a 30-day returns policy for eligible products.

For change-of-mind returns under our additional 30-day policy, outside the statutory cancellation period:

• Customers receive a full refund of the eligible product purchase price.
• The original £9.99 standard shipping charge is non-refundable.
• Customers are responsible for paying return shipping costs.

UK statutory cancellation rights

Under the Consumer Contracts Regulations 2013, UK consumers normally have the right to cancel eligible online orders within 14 days of receiving their goods.

For qualifying statutory cancellations, the original standard delivery charge of £9.99 must also be refunded where paid, as required by law.

Customers are generally responsible for the direct cost of returning goods where this obligation was disclosed before purchase.

Faulty, damaged or incorrect products

Where goods are faulty, damaged or incorrectly supplied, TheThermoLab will cover applicable delivery and reasonable return shipping costs as required by law.

For complete return instructions, eligibility requirements and refund processing information, please refer to our separate Returns & Refunds Policy.

11. Contact Us

For shipping enquiries, delivery updates, tracking assistance, damaged parcels or missing orders, 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 customer service team before sending any returned products so we can confirm the correct return destination.

12. Your Statutory Consumer Rights

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