Refund policy
Last updated: 4 November 2026
Overview
THERMX Recovery accepts change-of-mind returns on eligible unused items within 14 days, and repairs, replaces or refunds faulty products as required by the Australian Consumer Law (ACL). This policy applies to all purchases from thermxrecovery.com.au and direct sales to gyms and fitness facilities.
Your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights. Where this policy and the ACL differ, the ACL applies.
Change-of-mind returns
Change-of-mind returns are accepted within 14 days of delivery for items that are unused, unfilled and in original packaging. Change-of-mind returns are a courtesy, not a legal requirement, so these conditions apply only to them — never to faulty goods.
| Condition | Requirement |
|---|---|
| Return window | 14 days from delivery |
| Product condition | Unused, never filled with water, no installation marks |
| Packaging | Original THERMX box and all components, accessories and manuals |
| Return shipping | Paid by the customer, insured and tracked |
| Restocking fee | 15% of the product price, deducted from the refund |
| Original delivery cost | Not refunded |
| Refund method | Original payment method |
If a returned item arrives damaged because of poor packing or carrier handling on the return leg, we may deduct the cost of repair or the loss in value from the refund.
Hygiene. Any tub, chiller or filter that has held water cannot be returned for change of mind, as it cannot be resold as new.
Faulty or not-as-described products
If a product is faulty, unsafe or not as described, we fix it at no cost to you — with no time window set by this policy and no restocking fee. The remedy depends on how serious the problem is.
| Type of failure | What it means | Your remedy |
|---|---|---|
| Major failure | Unsafe; substantially unfit for its normal purpose; significantly different from its description; or a reasonable buyer would not have bought it knowing the problem | Your choice: refund, or replacement of the same type. Or keep it and receive compensation for the drop in value |
| Minor failure | Can be fixed within a reasonable time and doesn't stop normal use | We choose to repair, replace or refund. If we don't fix it within a reasonable time, you may reject it or have it fixed elsewhere and recover reasonable costs |
Examples of likely major failures: a chiller that won't hold temperature after troubleshooting, a tub that leaks from a seam, or an electrical fault that makes the unit unsafe. Examples of likely minor failures: a loose fitting, a faulty valve, or a cosmetic defect that doesn't affect use.
Our guarantees do not cover damage caused after delivery by misuse, accidents, unauthorised modification, failure to follow the user manual (including water treatment and maintenance), or normal wear and tear.
We may ask for photos, video or a serial number to assess a claim, and may troubleshoot with you remotely before arranging a repair or collection.
Delivery damage
Please inspect your order on arrival and report any transit damage within 48 hours so we can lodge a claim with the carrier quickly. Late reports are still assessed; this timeframe does not reduce your ACL rights.
- Note visible box damage on the driver's delivery record where possible.
- Photograph the outer packaging, the damaged area and the shipping label before unpacking further.
- Keep all packaging until the claim is resolved.
- Do not fill or power on a unit that looks damaged.
We will repair, replace or refund damaged items at no cost to you.
Items not eligible for change-of-mind return
The items below cannot be returned for change of mind. If any of them is faulty, your ACL rights apply in full.
- Custom-colour, custom-branded or made-to-order ice baths
- Any tub, chiller or filter that has been filled with water, installed or used
- Opened consumables: filters, sanitiser, water treatment products
- Gift cards
- Sale or clearance items marked final sale
- Ex-demo or trial units sold at a discount
Commercial customers, deposits and trials
Gyms and fitness businesses are generally covered by the ACL consumer guarantees too, including for purchases of $100,000 or less. Commercial units are expected to see heavy daily use, so maintenance logs may be requested when assessing a claim.
Deposits.
- A deposit is fully refundable if you cancel before we confirm your order with our manufacturer.
- Once a custom-colour or made-to-order unit enters production, the deposit is non-refundable on change of mind, as it covers costs already incurred.
- If we cannot deliver within the timeframe we quoted, or the delivered product has a major failure, your deposit and any balance paid are refunded in full.
Trial placements.
- Trial units remain THERMX property for the length of the trial.
- At the end of the trial you can buy the unit or we collect it at our cost.
- The facility is responsible for damage beyond normal wear during the trial, as set out in the trial agreement.
How to start a return
Contact us before sending anything back — returns sent without a return authorisation may be delayed.
- Email founder@thermxrecovery.com.au or call 0499 782 363 with your order number, the product, the reason, and photos or video if it's faulty or damaged.
- We reply within 2 business days with a return authorisation number and next steps.
- For change-of-mind returns, ship the item to the address we provide, with the authorisation number on the box.
- For faulty or damaged products, we arrange and pay for collection. Ice baths and chillers are too large to return without significant cost, so we collect them from your premises.
- Once the item is received and inspected, we process your refund within 5 business days. Banks may take a further 3–5 business days to show it.
If you're not satisfied with how a return is handled, contact us first. You can also contact the Office of Fair Trading Queensland or your state consumer protection agency.
Contact
THERMX Recovery · Gold Coast, Queensland, Australia
Email: founder@thermxrecovery.com.au
Phone: 0499 782 363