Refund policy

Refund Policy

Last updated: 28 September 2026

At Thermal Puff, we want you to stay warm and happy with your jacket. If something isn't right, we're here to help.

30-Day Returns

You have 30 days from the date your order is delivered to request a return.

To be eligible for a return, your item must be:

  • Unworn, unwashed and in the same condition that you received it

  • Returned with all tags attached and in its original packaging

  • Returned with all accessories included (such as cables or a battery pack, if your order came with one)

  • Accompanied by your order number or proof of purchase

How to Start a Return

To start a return, email us at thermalpuff@gmail.com with your order number and the reason for your return.

If your return is accepted, we will send you instructions on how and where to send your item. Please do not send items back without contacting us first, as returns sent without authorisation cannot be accepted.

Unless your item is faulty, damaged or incorrect, you are responsible for the cost of return shipping. We recommend using a tracked service, as we cannot be responsible for returns lost in transit.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives. If your jacket arrives damaged, is the wrong item, or the heating function does not work, contact us within 30 days of delivery so we can put it right.

Please include photos or a short video showing the issue. For heating issues, a video of the jacket connected to a charged power source helps us resolve things faster.

Once confirmed, we will offer a free replacement or a full refund, including any shipping costs.

Items We Cannot Accept

  • Items that have been worn, washed or damaged after delivery

  • Jackets damaged by misuse, such as washing with the battery or power bank attached, or using an incompatible power source

  • Items returned after 30 days from delivery

  • Gift cards

Exchanges

Need a different size or colour? The fastest way to get the item you want is to return the item you have and, once the return is accepted, place a separate order for the new item. You can also email us and we'll do our best to help.

Refunds

Once we receive and inspect your return, we will email you to let you know whether it has been approved.

If approved, your refund will be issued to your original payment method within 5–10 business days. Please note it can take some extra time for your bank or card provider to process and post the refund.

Original shipping charges are non-refundable, unless the item was faulty, damaged or incorrect.

Cancellations

If you'd like to cancel your order, email us at thermalpuff@gmail.com as soon as possible. Orders can be cancelled for a full refund if they have not yet been shipped. Once an order has shipped, it will need to go through our standard returns process.

Questions?

If you have any questions about returns or refunds, contact us at thermalpuff@gmail.com. We aim to reply within 24–48 hours.