Restocking Fees and Damaged Returns

Last updated: August 14, 2026

Restocking Fees and Damaged Returns

Mysa wants to make the return process as smooth as possible. Here's what you need to know about our no restocking fee policy and the condition requirements for returned products.

Restocking Fees

Mysa does not charge restocking fees.

If your return meets our standard return policy requirements, you will not be charged a restocking fee:

  • 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.

Note A utility rebate applied at checkout reduces your refund because you paid less than list price. That adjustment is not a restocking fee.

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. A partial refund is not a restocking fee.

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 using that label

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

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

Note Mysa ships to Canada and the United States only. Returns are only processed from these regions — international returns are not supported.

Refund Timeline

We process your refund when your return ships.

  • Once you drop off the package using the prepaid label we provided, we issue the refund
  • Your bank or card issuer may take a few additional business days to post it

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