Refund policy

for Poland and European Union Customers

Note: These terms apply to customers purchasing within Poland and selected European Union countries. Separate terms apply to customers located in the United Kingdom.

You have the right to withdraw from a distance sales contract within 30 days from the date of receipt of your order, without giving any reason.

How to exercise your right of withdrawal

1. To exercise the right of withdrawal, the Customer must submit a clear statement of withdrawal to the Seller.

2. The Customer may use the model withdrawal form, available here:
withdraw_contract_TERRMO_EU_EN.pdf
(use of the form is optional).

The withdrawal statement may be submitted electronically, in particular by:

• sending an email to support@terrmo.com, or
• using the functionalities available in the Store.

To meet the withdrawal deadline, it is sufficient to send the withdrawal statement before the expiry of the 30-day period.

Return of goods

After withdrawing from the contract, the Customer is required to return the Product no later than 14 days from the date on which the withdrawal statement was submitted.

The direct costs of returning the Product are borne by the Customer, unless the Seller decides otherwise.

Refund of payments

The refund will be made no later than 14 days from the date on which the Seller received the withdrawal statement.

The Seller may withhold the refund until the returned Product is received or until the Customer provides proof that the Product has been sent back — whichever occurs first.

The refund will be made using the same payment method that was used by the Customer, unless the Customer expressly agrees to a different method.

Liability for diminished value of the Product

The Customer is responsible for any reduction in the value of the Product resulting from use beyond what is necessary to establish the nature, characteristics, and functioning of the Product.

In the case of Products that require preparation before use by the Customer (e.g. ICE PRO™ cooling packs), actions such as adding water, activating the Product, or other steps leading to preparation for use may result in a reduced refund amount, proportionate to the loss of value, and in justified cases — no refund.

Exchange of goods

If the Customer wishes to exchange a Product for another one, they should:

• withdraw from the contract for the originally purchased Product, and then
• place a new order for the selected Product.

Additional information

Detailed information on how to make a return can be found on this page.

This Refund Policy is provided for informational purposes only and does not replace the provisions of §7 of the Store’s Terms and Conditions, which remain the legally binding document.