Cancellations and Refunds: At ThermaZenHaven, we take pleasure in offering the best return policies in the business. You can cancel your order at any moment before it delivers for free.

If you have any questions, please email support@thermazenhaven.com or phone us at +1(307)-522-1931.

Cancellations (Before Order Ships)

If you need to cancel a purchase, please notify us as soon as possible so that we can issue you a complete refund before it leaves the warehouse. Contact representatives during business hours Monday-Friday(8am-11pm), Saturday(10am-8pm). , use the chat on the bottom right, or email support@thermazenhaven.com  at any time.

 

 

Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product. 

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product. 

Customers have 30 days from the date they received the item to initiate a return, however, please check the specific return policy for the brand of product you are purchasing as the brand specific return policy on the product page overrides this

Cancellations for custom orders

Custom or made-to-order products cannot be canceled or refunded because they are manufactured specifically for your order.

These items are custom-made to your specifications or built as you purchase. Once you submit your purchase, they will begin building your unit. Your warranty guarantees that the product is completely functional and operating. If you are unsure whether your order is custom or made-to-order, please message or phone us.

All custom and made-to-order sales are final.

Refunds and returns.

You may exchange your merchandise. You, the consumer, are liable for all shipping fees incurred during the returns and exchange processes.

The standard return policy is 30 days.

Shipping Times

We pledge to get your order to you as soon as possible, We provide estimated shipping times on product pages based on what our suppliers and freight companies tell us, and those estimates may change or vary without notice.

Order delays have shown to be unavoidable and beyond our control. While this may be irritating, we ask that you be patient and understanding with us during these difficult times. We appreciate your business and appreciate your patience.

Please read the following.

When you make a purchase from ThermaZenHaven, you acknowledge the following terms of the Exchange Agreement:

• I understand that I must inspect the box upon delivery, notate and photograph any damage, and give it to us within 24 hours of the product being delivered.
• I accept that if I request a refund or exchange, I am liable for the cost of return postage as well as the cost of mailing a new product.
• I understand that things must be returned unopened and unused. An extra restocking fee may apply.
• I accept that if my order has left the warehouse, I cannot request a complete refund.
• I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product but are usually around 20%. 
• I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of ThermaZenHaven.

• I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimate time provided to me turned out to be incorrect due to factors outside the control of ThermaZenHaven (such as manufacturing and logistical constraints of our partner companies).

Damages

Please verify the packaging of your item(s) when it arrives; if you find any damage, make a note of it while signing for delivery. If your item(s) came damaged, please submit photos of the damage, box, and SKU, as well as a brief description of the damage, to support@thermazenhaven.com, and we will file an insurance claim for you. Photos and videos of freight damage must be supplied within 24 hours of arrival or the claim will be invalid. Any punctures or apparent indicators of outside damage should be reported within 24 hours.

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Returns

The ThermaZenHaven default is that customers will be responsible for all return shipping charges or reconsignment fees caused by customer error, unless otherwise stated on the product page. 

Nearly all of our products have guarantee warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details. 

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you use when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above. 

Individual items will have a varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact support@thermazenhaven.com

Chargebacks

Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact Details

call us: +1(307)-522-1931

Email: support@thermazenhaven.com

Business Hours: Monday-Friday(8am-11pm),Saturday(10am-8pm).

Business Address: 30 North Gould Sheridan Wyoming 82801, United States.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.