Refund Policy

Last updated: 15/01/26

 

ThermaNest is committed to providing quality products and complying with all obligations under Australian Consumer Law (ACL).

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1. Change of Mind

 

Due to hygiene, safety, and personal-use considerations, ThermaNest products are not eligible for refunds or returns for change of mind once an order has been placed.

 

Please ensure you have reviewed product details carefully before purchasing.

 

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2. Faulty or Defective Products (Australian Consumer Law)

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You are entitled to a remedy under Australian Consumer Law if your product:

 

• Is faulty or defective

• Is not of acceptable quality

• Is unsafe

• Does not perform as advertised

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Depending on the nature of the fault, this may include a repair, replacement, or refund.

 

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3. Damage on Arrival

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If your product arrives damaged or defective, you must notify us within 7 days of delivery.

 

Please provide:

 

• Order number

• Description of the issue

• Clear photos or videos showing the damage or fault

 

Claims made outside this time frame may not be eligible.

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4. Assessment Process

 

All refund, return, or warranty claims are subject to assessment.

 

We may require:

 

• Return of the product for inspection, and/or

• Additional evidence to assess the claim

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If a fault is confirmed, ThermaNest will determine the appropriate remedy in accordance with Australian Consumer Law.

 

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5. Used Products & Hygiene Policy

 

For hygiene and safety reasons, used products are not eligible for return or refund, except where the product is confirmed to be faulty under Australian Consumer Law.

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6. Refund Method

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Approved refunds will be issued to the original payment method used at checkout.

 

Processing times depend on your payment provider and may take several business days to appear.

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7. Shipping Costs

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• Original shipping costs are non-refundable, except where required by law

• If a refund or replacement is approved due to a confirmed fault, ThermaNest will cover reasonable return shipping costs

• Customers are responsible for return shipping costs for all other approved returns

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8. Incorrect Orders

 

If you receive an incorrect product due to our error, please notify us within 7 days of delivery. We will arrange a replacement or refund at no additional cost.

 

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9. International Orders – Refunds & Warranty

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For international customers:

 

• Warranty coverage applies to manufacturing defects only

• Refunds, repairs, or replacements will be assessed in accordance with this policy

• Customers are responsible for:

  • International return shipping costs

  • Customs duties, taxes, and brokerage fees

• Original shipping costs, customs fees, and import taxes are non-refundable

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Delivery delays caused by customs, border inspections, or international couriers are outside our control and do not constitute a fault.

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10. Warranty vs Refund – Important Clarification

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A warranty covers manufacturing defects that arise within the warranty period.

 

A refund is only provided where:

 

• The fault is major, or

• A repair or replacement is not reasonably available,
  as determined under Australian Consumer Law.

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Minor faults may be resolved through repair or replacement rather than a refund.

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11. Warranty Exclusions

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Warranty and refund claims will not be accepted for:

 

• Damage caused by misuse, neglect, or failure to follow instructions

• Heat damage caused by exceeding recommended usage

• Normal wear and tear

• Electrical damage from incorrect power supply

• Unauthorized modifications or repairs

 

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12. Your Rights Under Australian Consumer Law

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Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.

 

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13. Contact Us

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All refund, return, or warranty enquiries must be submitted before returning any product via our website or customer support page.