Refund policy

Returns and refunds

All sales are final

We do not accept returns or offer refunds for change of mind. Once a pouch of putty is opened and kneaded, it starts to cure and cannot be resold. Please choose your pack carefully before you order.

Damaged, wrong or missing items

If your order arrives damaged, you were sent the wrong item, or something is missing, email us within 14 days of delivery with your order number and a photo. We will send a replacement or refund that item, whichever you prefer. You will not need to post anything back.

Lost parcels

If tracking has not moved for 10 days, email us with your order number. We will chase the carrier, and if the parcel is lost we will send a replacement or refund you in full.

Cancelling before it ships

To cancel an order, email us as soon as possible. If it has not shipped yet, we will cancel it and refund you in full. Once it has shipped, it cannot be cancelled.

How to contact us

Email ThermaTech@wholebodycollective.info with your order number. We reply within one business day, Monday to Friday.

When approved refunds arrive

Approved refunds go back to your original payment method within 5 business days. Your bank or card issuer may take up to a further 10 business days to show it on your statement.

Your statutory rights

This policy does not remove any right you have under the consumer law where you live. If you are in the UK or the EU, you have a legal right to cancel an online order within 14 days of delivery. To use it, email us within that time, then return the goods unused within 14 days of telling us. You pay the return postage, and we refund you within 14 days of receiving them.