Returns Policy

Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase from ThermalEyes (ABN 58 447 987 806). Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

ThermalEyes products are hand made in Australia, and although all care is exercised in our manufacturing processes, our heat packs may possess slight variances or imperfections. However, we want you to be completely satisfied with your purchase and, as such, ThermalEyes will accept product returns and provide you with an exchange voucher, refund or repair where:
The product is faulty or is not of acceptable quality, or
The product is not fit for its intended purpose, or
The product does not match the sample or our description; and
You can present your receipt or other adequate proof of purchase.

ThermalEyes may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. ThermalEyes reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse or neglect.

Claims for compensation or reasonable expenses incurred in returning your purchase should be addressed to our Customer Service team via email (thermaleyes@thermaleyes.com.au) and need to be accompanied with supporting evidence.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

It is recommended that your ThermalEyes heat pack be replaced every 6 months to optimise its efficacy.

ThermalEyes reserves the right to:
Assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.
Please note:
Your original receipt is the best form of proof of purchase
Refunds will be issued using your original payment method
Gift cards are not redeemable for cash

How to return a product ordered online
Products ordered via the ThermalEyes online store can be returned by mail. You will need your tax invoice (email receipt) as information on this is needed as proof of purchase. Please contact ThermalEyes Customer Service via email (thermaleyes@thermaleyes.com.au) for details on how to return your item.