Refund policy
Last updated: October 20, 2026
This policy applies to orders placed with ThermoLab LLC on us.thethermolab.com and delivered to addresses in the United States.
30-day risk-free trial
We want you to love your ThermoLab. If you're not happy, you can return your order within 30 days of delivery for a full refund to your original payment method. Return shipping is on us: we'll send you a prepaid return label.
How to start a return
- Email info@thethermolab.com with your order number and the reason for your return.
- We'll reply within one business day with a return authorization and a prepaid return label.
- Pack the product in its original box with all parts and accessories, attach the label and drop it off within 7 days.
Please don't send anything back without a return authorization. Returns that arrive without one can't be matched to your order and may delay your refund. Don't send returns to our mailing address in Austin; use the address on your return label.
Return conditions
- Return the product in its original packaging with all accessories, cables, remotes, goggles, mounting hardware and manuals.
- Normal use during your 30-day trial is fine. If a product comes back damaged, with missing parts or with heavy wear beyond a normal trial, we may deduct up to 15% of the product price from your refund to cover repair or replacement parts. We'll always tell you before we make a deduction.
- Free gifts and bonus accessories that came with your order need to be returned with it, or their listed value may be deducted from your refund.
Refund timing
Once your return reaches our US warehouse, we inspect it and process your refund, usually within 3 business days. We'll email you when it's done. Depending on your bank or card issuer, the money normally shows up within 5–10 business days. If you used a pay-later provider such as Klarna or Shop Pay Installments, the refund goes back to that provider and your plan is adjusted.
Damaged, defective or wrong items
If your order arrives damaged, faulty or isn't what you ordered, email us within 7 days of delivery with your order number and photos or a short video. We'll send a replacement or give you a full refund, including any return shipping, at no cost to you.
Cancellations
You can cancel free of charge any time before your order ships. Email us as soon as possible. Once your order has left our warehouse, it's handled as a return under this policy.
Exchanges
The quickest way to exchange is to return your item for a refund and place a new order. If you'd rather we arrange an exchange, just ask when you contact us.
3-year limited warranty
Who is covered. This limited warranty is given by ThermoLab LLC to the original purchaser of a new ThermoLab steam sauna or red light therapy panel bought on us.thethermolab.com and used in the United States.
What is covered and for how long. Defects in materials and workmanship under normal household use for 3 years from the date of delivery.
What we will do. At our option, we'll repair the product, replace it or the faulty part with a new or equivalent item, or refund the purchase price. We pay the shipping for warranty repairs and replacements within the United States.
What is not covered. Damage caused by misuse, accidents, drops, use with the wrong voltage or a damaged power supply, failure to follow the instructions, unauthorized repairs or modifications, commercial or rental use, normal wear such as cosmetic scuffs or fabric fading, and consumables.
How to make a claim. Email info@thethermolab.com with your order number, a description of the problem and photos or a video. We may ask you to try simple troubleshooting steps first. Proof of purchase is your order confirmation.
Limits. Any implied warranties, including the implied warranties of merchantability and fitness for a particular purpose, are limited to the 3-year length of this written warranty. We are not liable for incidental or consequential damages. Some states don't allow limits on how long an implied warranty lasts, or the exclusion or limitation of incidental or consequential damages, so these limits may not apply to you.
Your state rights. This warranty gives you specific legal rights, and you may also have other rights that vary from state to state.
Questions
Email info@thethermolab.com. A real person on our team reads every message and replies within one business day, Monday to Friday.
ThermoLab LLC · 701 Tillery St Unit 12 #2534, Austin, TX 78702, United States · info@thethermolab.com
