Your statutory withdrawal rights, return process, refund rules and model withdrawal form.
You can submit a withdrawal, cancellation, return or defect request through the online form.
This Refund and Withdrawal Policy applies to consumer purchases made from the Thermal Hero Cooling Store at thermalhero-coolingstore.com. It explains the statutory right of withdrawal, the return process, refunds and the handling of defective or incorrectly delivered goods.
Statutory warranty and conformity rights apply independently of the right of withdrawal.
Consumers have the right to withdraw from the purchase contract within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you who is not the carrier, acquires physical possession of the goods. For a single order delivered in separate shipments, the period generally begins when you or the designated third party receives the last item, lot or piece.
To exercise the right of withdrawal, you must inform us of your decision by a clear statement before the withdrawal period expires. You may:
Your statement should include your name, order number or other information identifying the contract, the products concerned and an email address for confirmation. You may use the model withdrawal form below, but it is not mandatory.
When the electronic withdrawal function is used, the store displays an immediate submission confirmation. Customer service will process the request using the email address supplied in the form.
After notifying us of the withdrawal, you must return the goods without undue delay and no later than 14 days from the day on which you informed us of the withdrawal. The deadline is met if you send the goods before the 14-day return period expires.
Return address:
IPROJEX GmbH
Returns – Thermal Hero Cooling Store
Osterbrooksweg 69
22869 Schenefeld
Germany
Please include the order number or a copy of the order confirmation so that the return can be identified. Do not send goods to another address shown on a carrier label or payment statement unless our support team has expressly instructed you to do so.
For a standard withdrawal where the goods are not defective and were delivered correctly, you bear the direct cost of returning the goods, unless we expressly agree otherwise.
If the goods are defective, damaged in transit, incomplete or incorrectly delivered, please contact us before returning them. Where we are responsible, we will provide an appropriate return method or reimburse reasonable return shipping costs in accordance with applicable law.
You may inspect the goods to the extent necessary to establish their nature, characteristics and functioning, in the same way that would reasonably be possible in a retail shop.
You are responsible for any diminished value resulting from handling beyond what is necessary for that inspection. Thermal compounds, liquid metal, pads, phase-change materials and accessories may lose substantial or complete resale value after application, cutting, contamination, mixing, leakage or partial consumption. This does not automatically remove the statutory right of withdrawal, but the refundable amount may be reduced to reflect the legally recoverable loss in value.
Return all components of a kit or bundle, including accessories, tools, pads, wipes and packaging where reasonably possible. Missing or used components may reduce the refund to the extent permitted by law.
The right of withdrawal does not apply where a statutory exclusion applies, including, where relevant, goods made to the consumer's specifications or clearly personalised goods, goods that are liable to deteriorate rapidly, and sealed goods that are not suitable for return for genuine health-protection or hygiene reasons if the seal was removed after delivery.
An exclusion is applied only where all legal requirements for that exclusion are met. Opening ordinary product packaging does not by itself automatically exclude the right of withdrawal.
Do not return a leaking, punctured or visibly damaged liquid metal syringe without first contacting us. Keep the product sealed, isolated from aluminium and electrical equipment, and follow the instructions provided by customer support and the carrier. Do not use a return method that prohibits the contents of the shipment.
If you validly withdraw, we will refund the payments received for the returned goods and the cost of the least expensive standard delivery method offered for the original order. Additional costs resulting from choosing an express or more expensive delivery method are not refunded unless required by law.
The refund may be reduced by a legally permissible amount for diminished value caused by handling beyond what is necessary to inspect the goods.
We will issue the refund without undue delay and no later than 14 days after the day on which we receive your withdrawal statement. We may withhold the refund until we have received the goods back or you provide evidence that you have sent them, whichever occurs first.
The refund will be made using the same payment method used for the original transaction unless another method is expressly agreed. You will not be charged a fee for the refund by us. Processing time after the refund is issued may depend on the payment provider or bank.
If an order arrives damaged, incomplete, defective or incorrect, contact info@thermalhero.com as soon as reasonably possible and provide the order number, a description of the issue and, where helpful, photographs of the product and packaging.
We will assess the issue and provide an appropriate remedy in accordance with applicable law, which may include repair, replacement, price reduction, reimbursement of return costs or refund. The statutory rights relating to non-conforming goods are not limited to 14 days and are not affected by this withdrawal policy.
We do not guarantee direct exchanges. The fastest option is normally to return the eligible item and place a new order. Where practical, customer support may arrange a replacement, particularly for defective or incorrectly delivered goods.
If you wish to cancel an order before dispatch, use the electronic withdrawal or cancellation function where available or contact us immediately. We cannot guarantee that a shipment can be stopped once fulfilment has begun. If the order has already been dispatched, the standard withdrawal and return process applies.
Complete and return this form only if you wish to withdraw from the contract:
To: IPROJEX GmbH, Osterbrooksweg 69, 22869 Schenefeld, Germany, email: info@thermalhero.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is submitted on paper):
Date:
Delete as appropriate.
IPROJEX GmbH
Osterbrooksweg 69
22869 Schenefeld
Germany
Telephone: +49 40 1800 3910
Email: info@thermalhero.com
