Shipping & Returns | Thermawire.com
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Shipping & Returns

We are committed to ensuring that you are satisfied with your purchase or your money back.  Specifically this entails the following policies regarding shipping, returns and refunds:

  1. We normally include free air freight on orders over $199.  However, for some orders destined for rural areas we may choose to switch to ground freight if the cost of air freight exceeds 15% of the value of the order.  Also, if you are a dealer or have a wholesale account we do not necessarily include free air freight and will potentially ship by ground.  If you require your products in a hurry be sure to mention it in the order comments so that we may ensure that a possible change in freight method will not jeopardise your project.
  2. If you plan on returning any items purchased you must first contact us by phone or email to request a Return Material Authorization number (RMA).  This number must be clearly identified on your return packaging in order for us to accept it.
  3. Merchandise which has been found to be defective or shipped in error will be exchanged immediately upon receiving shipment notification of returned merchandise.   We will pay for all additional freight costs incurred as a result of error on our part.
  4. Refunds will be issued for unopened merchandise returned within 30 days of invoice date.  You are responsible for paying for return freight costs and the original shipping cost will be deducted from your refund before it is issued.
  5. Opened merchandise in working order can be returned with a 25% restocking fee to be deducted from your refund before it is issued.  Alternatively, you may choose to have a credit issued for the full value of the original order less freight cost incurred and use this towards a future purchase.
  6. Heating cable exchanges are welcome as long as they are requested within 30 days of invoice date.  You will be responsible for freight costs but no re-stocking fee will be applied.   You will be issued a subsequent invoice or credit for the difference in cost between exchanged products.
  7. Custom heating cable orders are non-refundable by default.  At our own discretion we may accept a return for credit subject to a re-stocking fee.
  8. Cables damaged during installation may quaify for our free splice repair refurbishment service.  Contact us for more details.
  9. All refunds will be processed within 3 days of receiving returned merchandise so that we have time to test products to confirm their working or defective condition.

Should you have any questions regarding our purchasing policy please do not hesitiate to contact us by phone or email.