Refund policy

Last updated: August 29, 2026

We want you to feel confident ordering from ThermStride. This policy explains our voluntary return process and does not limit any mandatory consumer rights available under applicable law.

15-day return request period

You may request a return within 15 calendar days after delivery. Contact support@thermstride.com before sending anything back. Returns sent without authorisation or to our London business address may be delayed or refused where permitted by law.

Return eligibility

To qualify under our voluntary return policy, the item must be in a condition that does not prevent resale. Except for the reasonable inspection needed to evaluate fit and appearance, it must be unworn, unused, clean, undamaged, and returned with its original tags, accessories, manuals, and packaging.

We may reduce or refuse a voluntary refund if an item shows wear, odour, stains, washing, alteration, damage caused after delivery, missing components, misuse, or other loss of value beyond reasonable inspection. This does not affect remedies for goods that are faulty or not as described.

How to start a return

1. Email support@thermstride.com with your order number and reason for return.
2. For damaged, defective, or incorrect items, include clear photographs or video showing the issue.
3. Wait for our return authorisation and the correct return address.
4. Package the complete item securely and use a trackable shipping service.

Do not send returns to 128 City Road, London unless our support team specifically instructs you to do so.

Return shipping costs

For change-of-mind, sizing, preference, or other non-quality returns, the customer is responsible for return shipping costs. Original expedited shipping charges, if any, are not refundable except where required by law.

If we confirm that an item arrived damaged, defective, or incorrect, ThermStride will provide an appropriate remedy and cover reasonable return shipping where required.

Exchanges

Eligible items may be exchanged subject to stock availability. Contact support within the 15-day return request period. In some cases, the fastest process will be to return the original item and place a new order. Price differences may apply.

Damaged, defective, or incorrect items

Please inspect your order promptly after delivery. Contact us within 15 days if the item is damaged, defective, or different from what you ordered so we can assess the issue and arrange a suitable remedy.

Our 15-day quality-reporting period is a voluntary service commitment. It does not exclude or shorten statutory rights relating to faulty, unsafe, misdescribed, or otherwise non-conforming goods.

Refunds

After we receive and inspect an eligible return, we will notify you of the decision. Approved refunds are issued to the original payment method. We process required refunds within 14 calendar days after receiving the returned goods or acceptable evidence that they were sent back, subject to applicable law.

Your bank or payment provider may need additional time to post the credit. We cannot send a refund to a different payment method.

Cancellations for UK and EEA consumers

If mandatory distance-selling rules apply to your purchase, you may have a legal right to cancel without giving a reason within 14 days after receiving the goods. After notifying us, you must return the goods within the period required by applicable law. You may inspect the product as you would in a shop, but you may be responsible for diminished value caused by handling beyond what is necessary.

To exercise this right, email support@thermstride.com with a clear statement of cancellation, your name, order number, delivery address, and order and delivery dates. You may use the model form below, but it is not mandatory.

Model cancellation form

Cancellation notice to: Jormo LTD, 128 City Road, London, EC1V 2NX, United Kingdom; support@thermstride.com. This address may receive legal notices but must not be used to return products.

Contact

Jormo LTD
128 City Road, London, EC1V 2NX, United Kingdom
support@thermstride.com

Registered contact address only—not a return warehouse. The correct return destination is supplied by email after a return is authorised.