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Terms & Conditions

Order Confirmations

Generally we ship your order the same day, unless your order is received after 4pm, when it will usually ship the next business day. Should an item you wish to order not be in stock we will advise you of the expected delivery date before committing your order. You will not be billed for goods until they shipped from our Auckland warehouse. We will send a shipment confirmation to your email address once the goods ship.

Thermal Direct only ships to valid physical delivery addresses (sorry, no PO Box's) located within New Zealand.

All transactions are priced and billed in New Zealand dollars.


Refunds & Cancellations

Our policy lasts 21 days. If 21 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange, unless the goods are defective.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, and must not have been a special order product.

To complete your return, we require you to contact us either on 0800 RIBBON or to obtain a Return Authorisation. We will require the invoice number that the goods were supplied on.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 working days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded, unless defective.

Exchanges (if applicable)
We only replace items if they are defective or damaged upon arrival to you. If you need to exchange it for the same item, send us an email at to obtain a Return Authorisation and send your item to: Thermal Direct, 9 Prescott St, Auckland 1061, NZ.

To return your product, you should ship your product to: Thermal Direct, 9 Prescott St, Auckland 1061, NZ.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund, unless the item is defective or you were incorrectly supplied, in which case we will refund shipping costs.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


Privacy and Use of this Website

You may visit the website without identifying yourself or providing any personal information. Our web servers collect the domain names, but not email addresses, of visitors. This information is collected for internal purposes only, so that the company can measure the number of visitors to its site and the areas of the website that are of most interest to visitors.  

When you make an inquiry via our website, we request that you provide your name, telephone number and email address so that we can respond to your inquiry. We use the information for internal purposes only, so that we are informed about our visitors. We do not share your information with third parties. We do not sell any personal information for marketing or other purposes.  

We do not commit to maintain the confidentiality of non-confidential data such as feedback, questions, comments or ideas you voluntarily provide to us via the “Contact us” form or similar features on our website. We reserve the right to use and disclose such non-confidential data as we deem appropriate. By voluntarily submitting feedback to us, you consent to these terms of use. You may contact us if you wish to review or change your personal information by using the “Contact Us” form on our home page.  

Our website might contain links to other websites. We expressly disclaim any responsibility for the content, security or privacy practices of those sites. This policy relates to website practices and may be changed from time to time without prior notice to its users. We encourage you to view this policy from time to time to stay informed about any changes.