This page explains our position on returns and refunds for Wholesale UniHeat Shipping Warmers orders. It sits alongside our Terms and Conditions.
Our policy
UniHeat shipping warmers are single-use, air-activated heat packs sold in sealed packaging. For product safety and quality reasons, we do not accept returns of undamaged product, whether it has been opened or not, and we do not offer refunds for change of mind. We do accept returns of damaged or defective product, and we pay the return postage. If something has gone wrong with your order, the sections below explain how we put it right.
Damaged or defective orders
If your order arrives damaged, prematurely activated or otherwise defective, contact us within 7 days of delivery at info@tillyboost.com with your order number and a photo of the problem. We will send you a replacement straight away, and you do not need to send the damaged product back in order to receive it. If you would prefer to return the damaged product, we accept it and we cover the return postage — just tell us when you get in touch and we will email you a prepaid shipping label. Replacements are provided in place of refunds.
Orders that never arrive
If tracking has not updated for 10 days or more, contact us at info@tillyboost.com with your order number. We will open an inquiry with the carrier, and if your package is confirmed lost in transit we will send a replacement.
If tracking shows your order as delivered but you cannot find it, we are not able to take responsibility for packages the carrier has confirmed as delivered. We will, however, send a one-time courtesy replacement, and we would encourage you to also file a claim with the carrier and check with neighbours and around your property first.
Incorrect item received
If we sent you the wrong item, let us know within 7 days of delivery and we will ship the correct product at no cost to you. There is no need to send the wrong item back.
Order cancellations
Orders can be cancelled for a full refund at any time before they are dispatched. Email info@tillyboost.com as soon as possible with your order number. Please note that we usually pack and dispatch within 1 to 2 business days, so the window is short, and once a package has been handed to the carrier we are not able to recall it.
How refunds are issued
Where a refund is approved, it is returned to the original payment method. Depending on your bank or card issuer, it can take several business days for the credit to appear on your statement.
Contact us
Email info@tillyboost.com. Please include your order number so we can help you faster.