Support

Returns & Refund Policy

We want you to be fully confident in your Thermova device. If a unit does not meet your expectations, the following terms apply in addition to your statutory rights under EU consumer-protection law.

14-day right of withdrawal (EU consumers)

Consumers in the European Union have the right to withdraw from the purchase within 14 days of receiving the goods, without giving any reason. To exercise this right, contact returns@thermova.comwith your order number before the deadline expires.

30-day satisfaction guarantee

Beyond the statutory withdrawal period, Thermova offers an extended 30-day satisfaction guarantee on direct purchases from our web shop. Devices may be returned for a full refund of the product price within 30 days of delivery, provided the conditions below are met.

Return conditions

  • The device is in its original, undamaged condition with all accessories, manuals and packaging.
  • Tamper-evident seals are intact and the unit has not been used in a clinical or in-field environment.
  • The original commercial invoice and serial number are provided.

Items that cannot be returned

  • Custom-configured or OEM-branded units produced to distributor specification.
  • Consumables, replacement batteries and accessories whose protective seal has been opened, for hygiene and safety reasons.
  • Devices that have been physically damaged, modified, or exposed to liquids beyond the IP rating stated in the user manual.

Return procedure

  1. Email returns@thermova.com with your order number and reason for return.
  2. We issue a Return Merchandise Authorisation (RMA) number and prepaid return label for shipments within the EU. For non-EU returns the customer arranges shipping; we recommend a tracked, insured service.
  3. Pack the device securely in its original packaging and clearly mark the RMA number on the outside of the parcel.
  4. Once received and inspected (typically within 5 business days), we confirm the outcome by email.

Refunds

Approved refunds are issued to the original payment method within 10 business days of inspection. Original shipping costs are refunded only in the case of a defective or incorrectly supplied product. Restocking fees may apply (up to 15%) for opened but undamaged units returned outside the statutory 14-day window.

Defective or damaged products

If a device arrives defective or is damaged in transit, contact us within 48 hours with photos and the serial number. We will replace the unit or refund in full, at our cost, under the terms of our Limited Warranty.

Distributor & wholesale orders

Wholesale and distributor orders are governed by the framework agreement signed with THERMOVA MEDICAL GMBH and are not eligible for the 30-day consumer guarantee. Warranty claims for distributor stock are handled under the Limited Warranty.