Refund policy

Last updated: August 13, 2026

We want you to feel confident buying from Thermal Cove. Because we work with a range of manufacturer partners, return and cancellation terms can vary by product — where a product has specific terms, they're noted on the product page. This policy sets out our general framework.

1. Order Cancellations

You may cancel your order for a full refund within 24 hours of placing it, provided it has not yet entered processing or fulfillment with our manufacturer partner. After that window, many of our products are ordered specifically for you from our manufacturer partners, so cancellations may be subject to a fee — up to 5% of the order value — to cover costs already incurred in processing your order. We'll always confirm the applicable fee, if any, before finalizing a cancellation.

To request a cancellation, contact us as soon as possible at hello@thermalcove.com with your order number.

2. Returns

Most products may be returned within [insert window, e.g., 30 days] of delivery if they are unused, unassembled, and in their original packaging, subject to the exceptions in Section 4 below.

Certain large or custom equipment — including hot tubs, swim spas, and saunas — may be marked non-returnable by the manufacturer.** This will always be clearly stated on the product page before you complete your purchase, so you know exactly what you're agreeing to. If a product is eligible for return, it may still be subject to a restocking fee and return shipping costs, both of which will be disclosed to you before you ship anything back.

All returns require written authorization from us before you ship the item back — please don't send anything back without contacting us first, as unauthorized returns may not be accepted or refunded.

3. Damaged or Defective Items

Please inspect your order as soon as it arrives. If an item arrives damaged, defective, or with parts missing, contact us within **24 hours of delivery** at hello@thermalcove.com with your order number, a description of the issue, and photos. Reporting promptly matters — our manufacturer partners set their own claim windows (typically 48 hours from delivery), and we need time on our end to file the claim on your behalf before that window closes. Claims reported after this window may not be eligible for a replacement or refund.

We'll coordinate with the relevant manufacturer partner to arrange a replacement, repair, or refund, depending on the situation and the product's warranty terms.

4. Non-Returnable Items

The following are not eligible for return or refund, except where required by law or where the item arrives damaged or defective:

- Custom, made-to-order, or personalized products
- Products that have been assembled, installed, or used
- Large equipment items marked "final sale" or non-returnable on their product page (see Section 2)
- Products damaged due to misuse, improper installation, or normal wear and tear
- Clearance or final-sale merchandise, as marked at checkout

5. Refund Processing

Approved refunds are issued to your original payment method within 5–10 business days of us receiving and inspecting the returned item (or approving a damage/defect claim). Shipping, delivery, assembly, and installation fees are non-refundable, except where required by law.

6. Warranty Claims

Refund and return terms above are separate from manufacturer product warranties. If your product develops an issue after the return window has closed, it may still be covered under the manufacturer's warranty — see your product's warranty information or contact us and we'll help direct your claim.

7. Contact Us

Questions about a return, cancellation, or damage claim:

Thermal Cove
hello@thermalcove.com
+1-647-490-4919