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At Therm O Web, we take pride in the quality of our products and want you to be happy with your purchase. If you experience an issue with your order or have questions about using one of our products, our customer service team is here to help.
Please review the following policies regarding returns, refunds, product usage, and limitations of responsibility.
1. Returns for Orders Purchased Directly from ThermOWeb.com
We accept eligible returns within 15 days of receiving your order for products purchased directly through ThermOWeb.com.
To request a return, please email hello@thermoweb.com with your order number, order date, and the item(s) you wish to return.
All returns require prior approval and a Return Merchandise Authorization (RMA) number.
To qualify for a return:
Products returned without prior authorization may not be eligible for a refund.
Authorized returns should be sent to:
Therm O Web, Inc.
ATTN: RETURNS
770 Glenn Avenue
Wheeling, IL 60090
Refunds will be processed after the returned merchandise has been received, inspected, and approved.
2. Defective or Damaged Products
If you believe a product purchased directly from ThermOWeb.com has a manufacturing defect, please contact us at hello@thermoweb.com.
For verified manufacturing defects, Therm O Web offers refunds within 15 days of receipt or product replacement within 45 days of purchase, subject to applicable law.
We may request photographs, product packaging, lot numbers, proof of purchase, or additional information to evaluate the issue.
Therm O Web reserves the right to determine whether a reported issue results from a manufacturing defect, improper application, incompatible materials, failure to follow product instructions, or other circumstances, subject to applicable consumer rights.
These voluntary return and replacement periods do not limit any rights or remedies that cannot lawfully be excluded.
3. Products Purchased from Other Retailers or Websites
Therm O Web does not accept returns, exchanges, or issue retailer-order refunds for products purchased from third-party retailers or websites.
This includes purchases made through Amazon, Walmart, Michaels, independent retailers, online marketplaces, and other authorized or unauthorized resellers.
Customers seeking a return, exchange, or refund should contact the original retailer and follow that retailer's return policy.
If you experience a product quality concern or suspected manufacturing defect with a Therm O Web product purchased elsewhere, you may contact hello@thermoweb.com for product assistance and evaluation.
Therm O Web may, at its discretion, offer product guidance, a replacement, or another goodwill resolution. Any voluntary accommodation does not establish an obligation to refund or replace products purchased through third parties.
This policy does not limit any applicable manufacturer's warranty, statutory rights, or remedies available under law.
4. Product Application, Instructions & Pretesting
Therm O Web products are designed for use with a variety of fabrics, materials, surfaces, and crafting techniques. Results may vary depending on material composition, application methods, equipment, temperature, pressure, timing, and other conditions beyond our control.
IMPORTANT: ALWAYS PRETEST PRODUCTS BEFORE APPLICATION TO YOUR FINAL PROJECT.
As stated on our product packaging, customers should test products on a small, inconspicuous area or sample material before use on the final project.
Customers are responsible for:
Failure to pretest, improper application, incompatible materials, or deviation from recommended instructions may result in unsatisfactory results or damage.
5. Product Use, Resulting Damage & Limitation of Liability
Therm O Web cannot control the materials, equipment, methods, or conditions under which its products are used.
To the fullest extent permitted by applicable law, Therm O Web is not responsible for damage, loss, or unsatisfactory results arising from improper application, misuse, failure to follow product instructions, failure to pretest, or use with incompatible materials.
This includes damage to fabrics, garments, quilts, embroidery, artwork, furniture, accessories, craft projects, or other items to which a product is applied.
To the fullest extent permitted by law, Therm O Web excludes liability for indirect, incidental, special, or consequential damages, including the loss of or damage to other materials, completed projects, labor, time, or associated costs.
For claims arising from the purchase or use of a Therm O Web product, Therm O Web's aggregate liability shall, to the fullest extent permitted by applicable law, not exceed the purchase price paid for the Therm O Web product giving rise to the claim.
Where permitted by law, remedies for a verified defective product may be limited to replacement of the product or refund of its purchase price.
Any refund, replacement, credit, or goodwill accommodation offered outside Therm O Web's legal obligations is made at the company's sole discretion and does not constitute an admission of liability.
Nothing in this policy excludes or limits liability for personal injury caused by defective consumer goods, or any other liability or consumer right that cannot legally be excluded or limited.
6. Product Performance & Customer Satisfaction
We strive to provide accurate instructions and reliable products. However, because crafting materials and application conditions vary, Therm O Web cannot guarantee specific results on every material or project.
Individual results, personal preferences, compatibility concerns, or application difficulties do not necessarily indicate a product defect.
Our customer service team is happy to assist with product questions and application guidance.
7. International Orders
International returns, refunds, and product-related concerns will be evaluated on a case-by-case basis, subject to applicable consumer protection laws.
8. Contact Us
For returns, product questions, or quality concerns, please contact:
Therm O Web, Inc.
Email: hello@thermoweb.com
Website: www.thermoweb.com
Please include proof of purchase, product information, and photographs when appropriate to assist our review.
Nothing in this policy affects consumer rights or remedies that cannot be excluded under applicable law.
