Refund policy

At charm, we want you to be completely satisfied with your purchase of The Thermaā„¢. If you are not entirely happy with your order, we are here to help.

1. The 7-Day Return Window

We offer a strict 7-day return policy. This means you have 7 days after the date your item was delivered to initiate a return. If 7 days have passed since your delivery date, unfortunately, we cannot offer you a refund or exchange.

2. Return Eligibility & Inspection

To be eligible for a return, your item must be in the exact same condition that you received it. Because The Thermaā„¢ is a wearable fabric product, we enforce strict hygiene and quality standards.

Upon receiving your returned item, our team will conduct a thorough quality inspection.

  • Approved Returns: The item must be unworn, unwashed, free of any odors (perfume, smoke, etc.), free of pet hair, and in its original packaging with all tags, remotes, and cables included.

  • Rejected Returns: If the item is inspected and deemed damaged, used, washed, or missing components, the return will be rejected. In this case, no refund will be issued, and the item can be shipped back to you at your own expense.

3. Return Shipping Costs

The customer is responsible for paying all shipping costs associated with returning the item. * We highly recommend using a trackable shipping service (like The Courier Guy or PostNet) or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible for packages lost in transit.

4. The Refund Process

If your return passes our quality inspection, we will immediately process your refund.

  • You will receive a 100% full refund for the cost of the product, plus the original shipping fee you paid when you placed the order.

  • The funds will automatically be applied to your credit card or original method of payment.

  • Please note that it can take several business days for your bank or credit card company to process and post the refund to your account.

5. How to Initiate a Return

To start a return, please follow these steps:

  1. Email us at info@trycharm.shop with your Name, Order Number, and the reason for your return.

  2. Our support team will reply within 24-48 hours with the confirmation and the exact physical address where you should send the package.

  3. Package the item securely in its original packaging and dispatch it using your preferred courier.

6. Defective or Damaged Items

If you received an item that is defective out of the box or was damaged during initial transit, please contact us immediately at info@trycharm.shop with photos of the defect. We will arrange a replacement or refund for defective units completely free of charge.