Refund policy

Product Guarantee

Thermos products are built to the highest quality standards, meeting or exceeding UK and European regulations. If your product fails due to defective materials or workmanship, you are entitled to a replacement or refund under your statutory consumer rights, typically within 12 months of purchase. In addition to these rights, Thermos offers an extended guarantee for most products.

Warranty Claims

Warranty Claims for Purchases from Thermos.co.uk

If you purchased your product directly from our website, www.thermos.co.uk, within the last 12 months, please contact our customer service team for assistance with your warranty claim.

Warranty Claims for Purchases from Other Retailers

If you purchased your product from another retailer within the last 12 months, please return the product to the original retailer, along with proof of purchase, to claim your statutory warranty rights.

Warranty Claims for Products Purchased Over 12 Months Ago

If you purchased your product over 12 months ago, whether from thermos.co.uk or another retailer, and you believe it is covered under our extended guarantee, please contact our customer service team to initiate a warranty claim.

Returns Policy

For Products Purchased via Thermos.co.uk

We want you to be completely satisfied with your purchase. If you need to return an item for any reason, we are happy to offer a refund or replacement. Please notify our Customer Service Team within 14 calendar days of delivery by contacting customer.service@thermos.co.uk.

When Returning an Item, Please Note:

  • Please include a copy of your invoice with the returned goods, along with the original tags and packaging, where possible.
  • It is your responsibility to ensure the item is packaged carefully. Failure to do so may result in your return being refused or your refund being reduced.
  • We cannot accept returned items that have been used.
  • The cost of returning the item is your responsibility. We recommend obtaining proof of return from your local Post Office.
  • Please do not return items purchased from other retailers.

Returns requested after 14 days may be accepted at our discretion.

Faulty Goods

If your product is faulty, please return it to the retailer where you purchased it, along with proof of purchase. Under your statutory rights, you may be entitled to a replacement or refund within a reasonable period.

Manufacturer’s Warranty Claims

In addition to your statutory rights, Thermos offers an extended warranty on certain products for up to 5 years from the date of purchase. This warranty guarantees that the product will be free from defects in materials and workmanship.

To check if your Thermos product is covered by an extended warranty, refer to the instruction sheet supplied with your product, or check the product listing on our website under the "Features" section.

If you wish to make a claim under the manufacturer’s warranty, please contact customer.service@thermos.co.uk.

Please Note:

  • We do not cover any costs related to the return of the product under this warranty.
  • Upon receiving the product, we will either repair or replace it with the same or an equivalent product, at our discretion.
  • This warranty is in addition to your statutory consumer rights and does not infringe upon them.

FAQs

How should I package my return? We recommend securely packaging your item in its original packaging, with a copy of your invoice. Make sure the item is protected to prevent any damage during shipping.

When will I receive my refund or replacement? Once we have received your return, we will process your refund or send a replacement within 7-10 working days.

What if my product is out of stock? If a replacement product is out of stock, we will contact you with alternative options or offer a refund.

Who pays for return shipping in the case of faulty items? If your product is faulty and covered under warranty, you are responsible for return shipping costs. However, once we receive and verify the fault, we will either repair or replace the item at no additional cost to you.

 

This updated policy aims to provide clear, transparent information to customers regarding their rights, while making the process of returns and warranty claims as easy as possible. If you have any further questions, feel free to reach out to our Customer Service Team at customer.service@thermos.co.uk.