Changing your mind happens

Sometimes a product doesn’t quite fit, the size isn’t what you expected, or you simply decide it’s not for you — and that’s perfectly fine.

At TERRMO, we treat returns in a straightforward and friendly way. We don’t make things difficult and we don’t look for loopholes. Our goal is to keep the process simple, clear, and as fast as possible. That’s why we’ve prepared a few convenient return options along with clear, step-by-step instructions.

Once we receive the returned product, we aim to complete the process and issue your refund as quickly as possible.

How to return a product — step by step

This is the fastest way — it lets us know a return is expected and helps speed up the refund process.

Click the button below to open the return form. Please have your order number ready, along with the email address or postal code used for the order. Once you submit the return request, you’ll receive a confirmation and can proceed with sending the return shipment.

START RETURN

If you prefer, you can return the product on your own:

  1. Print and fill in the withdrawal form (optional, but recommended).
  2. Include it in the parcel* — providing your order number will significantly speed up the refund process.
  3. Send the return shipment to our warehouse address:

Masterlogis TERRMO
ul. Rzemieślnicza 8
55-010 Zębice
Polska

*To help us process your return more efficiently, we recommend including the withdrawal form or information that allows us to identify your order (e.g. order number, name). This is not mandatory, but may help avoid delays.

Important logistics information

  • We do not accept cash-on-delivery (COD) shipments.
  • The parcel must be addressed to our warehouse address — this is the only location where returns can be accepted.
  • Please do not send returns via Poczta Polska (Polish Post) or to parcel lockers.

Refunds

  • Refunds are issued no later than 14 days from the date we receive the returned product.
  • In practice, we aim to process refunds as soon as the product has been checked, without unnecessary delay.
  • Refunds are made using the same payment method that was used for the purchase.

The full and legally binding rules regarding withdrawal from the contract and refunds are set out in the Store’s Terms and Conditions (§7).

Responsibility for Reduced Product Value

You are responsible for any reduction in the value of the Product resulting from use beyond what is necessary to check its nature, features, and proper functioning*

For Products that require preparation before use (such as ICE PRO™ ice packs), actions like adding water, removing factory seals, opening protective caps, or otherwise preparing the Product for use may reduce its resale value. In such cases, the refund amount may be reduced accordingly, and in justified situations — no refund may be issued.

This applies in particular where, due to the nature of the Product (e.g. contact with food or liquids), the item can no longer be offered for sale as new after preparation or use.

*Applies to Poland and EU customers

Exchanges

If you would like to receive a different product, size, or variant, please:

  • return the originally purchased item in accordance with the return instructions above, and then
  • place a new order for the desired product.

This approach helps ensure product availability and allows both the return and the new order to be processed as quickly as possible.

FAQ

Where can I find my order number?

You can find your order number in the order confirmation email you received after placing your purchase. If you can’t find it, please check your spam folder or contact us — we’ll be happy to help.

Can I return a product that has been used or prepared for use?

You may withdraw from the contract; however, you are responsible for any reduction in the product’s value. For products that require preparation before use (such as ICE PRO™ ice packs), activation or use may result in a reduced refund, and in justified cases no refund, due to the nature of the product and the fact that once filled and prepared for use, it cannot be resold — particularly because of contact with food.

Do I need to notify you before sending the product back?

It’s not mandatory, but it’s strongly recommended. Submitting a return request via the online form (using the “START RETURN” button) helps us identify your shipment faster and process your refund more efficiently.

Can I exchange a product for a different size or model?

If you’d like a different product, please return the original item first and then place a new order for the desired variant. This helps avoid situations where the replacement product may be out of stock or unavailable.

When will I receive my refund?

Refunds are issued within 14 days of receiving the returned product. In practice, we process refunds as quickly as possible — usually right after the return has been checked.