Refund and Returns Policy

Last updated: March 2026

OVERVIEW

At BCI Thermal, we take pride in the quality of our products. Due to the nature of our thermal pads, which must be cut or modified to fit specific devices, we are unable to accept returns on opened or used items. Please read this policy carefully before making a purchase.

NON-RETURNABLE ITEMS

Due to hygiene and product integrity reasons, we cannot accept returns on thermal pads that have been removed from their original packaging, cut, modified, or used in any way. This is because once a thermal pad has been opened and modified it cannot be resold or reused.

Please ensure you order the correct size for your device before opening your package. If you are unsure, please contact us at info@bcithermal.com before making a purchase and we will be happy to help.

ELIGIBLE RETURNS AND REFUNDS

We will offer a full refund or replacement in the following circumstances:

Damaged or faulty items — If your item arrives damaged or faulty and has not been removed from its original packaging, please contact us within 7 days of receiving your order at info@bcithermal.com with your order number and photos of the damaged or faulty item. We will arrange a replacement or full refund.

Lost in transit — If your order has not arrived within the expected delivery timeframe, please contact us at info@bcithermal.com with your order number and we will investigate with the carrier and arrange a replacement or full refund if the item is confirmed lost.

HOW TO LODGE A CLAIM

To lodge a damaged, faulty or lost in transit claim please:

1. Email us at info@bcithermal.com within 7 days of your expected delivery date
2. Include your order number
3. Include photos of the damaged or faulty item and packaging where applicable
4. We will respond within 2 business days

REFUND PROCESS

Once your claim is approved, your refund will be processed within 5-7 business days. Refunds will be applied to your original method of payment. Please note that your bank or payment provider may take additional time to process and post the refund.

If you have not received your refund within 10 business days of approval, please first check your bank account, then contact your bank or payment provider. If you still have not received your refund, please contact us at info@bcithermal.com.

SHIPPING COSTS

Where a return is required for a damaged or faulty item, BCI Thermal will cover the cost of return shipping. We will provide you with a prepaid shipping label upon approval of your claim.

AUSTRALIAN CONSUMER LAW

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

CONTACT US

For any questions related to refunds and returns please contact us at:
Email: info@bcithermal.com
Phone: 03 8786 7772
Business Hours: Monday to Friday, 9:00am – 5:00pm AEST