ThermoFlow Warranty & After-Sales Care

Personal support, wherever your next trip takes you

When you choose ThermoFlow, you can come directly to us for help. Whether you’re getting ready for your first trip, checking your setup or dealing with a problem, we’ll take the time to understand what’s happening and explain the next steps.

Every ThermoFlow comes with a 2-year warranty and lifetime technical support from the Nomadia team.

Your 24-month warranty

Our warranty covers manufacturing defects in your ThermoFlow and its supplied pump, shower head and battery for 24 months from delivery, when used and cared for in accordance with the instructions. A faulty battery is covered; gradual loss of capacity through normal use is treated as wear.

This warranty applies to new ThermoFlow units bought directly from Nomadia or an authorised Nomadia retailer.

If a fault is covered, we’ll arrange a repair or replacement at no cost to you, including parts, labour and the necessary return and redelivery costs. We’ll explain the proposed solution and keep you informed while your unit is with us. Any rights you have to a refund or other remedy under consumer law remain available.

You don’t need to diagnose the fault yourself. Tell us what’s happening and we’ll help you work out the next step.

How to get help

Email support@nomadia.shop with:

• Your order number or other proof of purchase.
• A brief description of the problem and when it happens.
• Your ThermoFlow model, if known.
• Your current location and any upcoming travel date.

A photo of the display or a short video can be helpful if it is safe to take one, but you can contact us without either.

If you bought from a retailer, you can contact them to exercise your consumer rights against the seller. You’re also welcome to contact us for product advice and help with this warranty.

If your ThermoFlow needs to come back

Please contact us before posting it so we can give you the correct return address and shipping instructions. For covered faults, we’ll arrange a prepaid return label or another suitable return method.

Drain the water and remove the gas canister before packing. Never send a gas canister with the unit. Use secure, protective packaging; the original box is helpful but is not required. If the battery is damaged or swollen, tell us before shipping so we can arrange suitable handling.

For returns across borders, we’ll explain the shipping and customs steps before you send anything.

What falls outside the warranty?

The commercial warranty does not cover normal wear, cosmetic marks that do not affect operation, or damage caused by accidents, misuse, freezing, unsuitable storage, incompatible equipment or failure to follow the care instructions.

Any modification must be discussed with and approved by Nomadia in advance. Units modified without our prior approval are not eligible for this commercial warranty. Modifications approved by us and carried out as agreed can retain warranty cover, subject to the scope confirmed with you. Damage caused by an unauthorised repair is also excluded. These conditions do not affect your statutory rights.

We’ll assess the actual issue and explain our findings. If a repair falls outside the warranty, we’ll explain the available options and any costs before you agree to paid work. These exclusions do not limit your statutory rights.

Lifetime technical support

After your 2-year warranty ends, our team remains available throughout the working life of your ThermoFlow for questions about use, troubleshooting and technical advice.

Lifetime technical support does not mean lifetime free repairs or replacements. If a repair is needed, we’ll explain the available parts and repair options.

Availability and costs depend on the model and the work required. We’ll explain them before proceeding with any paid repair. If you remain entitled to a free remedy under consumer law, we’ll honour that entitlement.

Looking after your ThermoFlow

Follow the instructions supplied with your model. In particular:

• Operate the heater outdoors with proper ventilation.
• Drain and store it as instructed, protecting it from freezing.
• Keep the pump filter and shower head clean.
• When stored without regular use, charge the battery every two to three months.

If you’re unsure about your setup or care routine, ask us.

Your consumer rights

This warranty is provided in addition to your legal rights, free of charge. It does not replace, reduce or restrict the remedies available to you against the seller under applicable consumer law.

UK customers have rights under the Consumer Rights Act 2015 where goods are faulty, not as described or not fit for purpose. Those rights may continue beyond our 24-month warranty.

Where EU consumer law applies, customers benefit from a legal guarantee of at least two years, with longer protection in some countries. Our commercial warranty does not shorten that protection.

Warranty provider

Provided by: Nomadia Gear LTD, trading as Nomadia.
Address:17 Jarman Way, Royston SG8 5HW
Contact: support@nomadia.shop
Warranty duration: 24 months from delivery.
Territorial scope: all territories where ThermoFlow is officially sold by Nomadia or its authorised retailers