Restocking Fees and Damaged Returns

Restocking Fees and Damaged Returns

Mysa wants to make the return process as smooth as possible. Here's what you need to know about restocking fees and the condition requirements for returned products.

Restocking Fees

Mysa does not charge restocking fees for returns that meet our standard return policy requirements:

• Product is returned within 30 days of delivery
• Product is in its original condition
• All original components and accessories are included
• Product is returned in its original packaging

Tip Keep your original packaging and all included accessories until you've had a chance to fully test your Mysa thermostat.

Return Condition Requirements

To receive a full refund, returned products must meet these conditions:

• The thermostat and all accessories must be in original, undamaged condition
• All components must be included (thermostat, backplate, wire connectors, screws, user guide)
• The product should be returned in its original packaging when possible
• No visible signs of physical damage, water damage, or improper installation

Damaged or Incomplete Returns

If a returned product is received in damaged condition or with missing components:

• Our team will inspect the returned product upon receipt
• If the product is damaged beyond normal use or missing components, a partial refund may be issued
• You will be notified by email if there are any issues with your returned product
• In some cases, the return may be shipped back to you if it does not meet return requirements

Important Products that show signs of improper installation, physical damage caused by the customer, or missing parts may not qualify for a full refund.

How to Prepare Your Return

To ensure a smooth return process:

1. Remove the thermostat from the wall carefully, following safe electrical practices
2. Include all original components (thermostat, backplate, connectors, screws, guide)
3. Place everything in the original packaging if available
4. Use the prepaid shipping label provided by Mysa support
5. Drop off the package at the designated carrier location

Warning Always turn off the circuit breaker for the heating zone before removing the thermostat from the wall. Working with live electrical wires is dangerous.

Return Shipping

Returns are handled through our shipping partners:

• Canada: Purolator handles most returns
• United States: UPS, USPS, or FedEx depending on your location
• International: Carrier varies by destination

Use only the prepaid return label provided by Mysa support. This ensures proper tracking and processing of your return.

Refund Timeline

Once we receive your returned product:

• Inspection takes 3-5 business days
• Refunds are processed within 3-5 business days after inspection
• Total time from shipping your return to receiving your refund is typically 10-15 business days

Need help? Contact our support team at support@getmysa.com to start a return or ask about return condition requirements.