Returns & Exchanges FAQs

Returns & Exchanges FAQs

Find quick answers to common questions about returning, exchanging, and refunding your Mysa thermostat.

Can I Return a Used Thermostat?

Short answer: Returns are typically only accepted for unopened, unused products within 30 days.

Our standard return policy requires that thermostats be returned in their original, unopened condition. However, if you've used your thermostat and want to return it, contact our support team to explain your situation. While we can't guarantee a return in all cases, we may be able to help depending on the circumstances:

- Recently purchased - If it's been just a few days, we may work with you

- Still in good condition - If the thermostat shows no signs of use or damage

- Within the 30-day window - Returns outside 30 days are generally not eligible

Contact support@getmysa.com with your order number and situation, and we'll do our best to help.

> Tip: If you're having issues with a used thermostat, check our warranty policy instead. Defects may be covered under our 5-year warranty.

How Long Until I Get My Refund?

Timeline: Refunds typically take 10-15 business days from the time you ship the product back.

Here's the breakdown:

- Shipping Return to Us: 5-7 business days (depending on your location and carrier)

- Inspection & Processing: 3-5 business days after we receive your return

- Refund Processing: 3-5 business days for the refund to appear in your account

You'll receive email confirmations at each stage, so you can track your return progress. If your refund doesn't appear after 15 business days, contact us for an update.

> Tip: Keep your return tracking number so you can follow your shipment back to us.

Who Pays Return Shipping?

We do. Once your return is approved, we provide a prepaid shipping label, so you won't pay anything to return your thermostat.

When you contact support to start a return, we'll email you:

- A prepaid UPS, FedEx, or USPS shipping label

- Instructions on how to package and ship the thermostat

- Our return address and handling instructions

Simply attach the label to your package and drop it off. There's no cost to you for return shipping.

> Packaging Tip: Use the original box if you still have it. If not, use a padded box and wrap the thermostat securely to prevent damage during shipping.

Can I Exchange Instead of Return?

Yes, exchanges are available. If you want to swap your thermostat for a different product or variant, we can often arrange an exchange instead of processing a return and new purchase.

How to Request an Exchange:

Email support@getmysa.com and let us know:

- Your order number and what product you have

- Which product you'd like to exchange it for

- Your reason for the exchange

What Happens:

1. Our team will confirm the exchange is possible

2. We'll email you a prepaid return label

3. Ship your thermostat back to us

4. Once received and inspected, we'll ship your replacement

Cost: If exchanging for a more expensive model, you'd pay the difference. If exchanging for a less expensive model, we'd refund the difference.

> Timing: Exchanges typically take 15-20 business days from start to finish.

What If My Product Arrived Damaged?

Contact us immediately. If your Mysa thermostat arrived damaged or defective, don't wait—reach out right away and we'll make it right.

Steps to Take:

1. Take Photos - Document the damage with clear photos of the thermostat, packaging, and affected areas

2. Email Support - Send photos and details to support@getmysa.com with your order number

3. Include Damage Details - Describe what's damaged and how it affects the product's function

What We'll Do:

- Review Your Case - We'll assess the damage based on your photos and description

- Offer a Solution - We typically offer either a replacement shipment or full refund

- No Return Required - In most cases, we don't require you to ship back damaged products

- Fast Processing - We prioritize damaged item claims and process them within 24 hours

> Important: Report damage within 7 days of delivery for the smoothest resolution. Include photos of the original packaging to support your claim.

Prevention Tips:

- Check your package immediately upon delivery

- Inspect the thermostat for damage before opening

- Keep photos of the packaging if anything looks damaged

- Report issues promptly to ensure the fastest resolution

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Still Have Questions?

If you don't see your question answered here, our support team is ready to help.

Contact Mysa Support

Email: [support@getmysa.com](mailto:support@getmysa.com)

We typically respond to inquiries within 24 business hours. Please include your order number when you contact us so we can quickly look up your information.