At Thistal, we prioritize customer satisfaction and aim to make our returns and refunds process as seamless as possible. Below are the detailed steps and policies for handling returns and refunds in different situations.

1. General Return Policy

We accept returns within 15 days of receiving your order. Items must be in their original condition, unworn, unwashed, and with all tags attached. Returns that do not meet these conditions may not be eligible for a refund.

2. Return & Refund Process

Step 1: Submit a Request

To initiate a return or refund, please contact us at support@thistal.store with the following details:

• Your order number
• Reason for return or refund
• Photos of the product (if applicable)

Step 2: Wait for Confirmation

Our customer service team will review your request and respond within 2–3 business days with further instructions.

Step 3: Return the Item

If approved, you will receive a return shipping label or instructions on how to send the item back. Please ensure the item is securely packaged to avoid damage during transit.

Step 4: Refund Processing

Once we receive and inspect the returned item, we will process your refund or send a replacement, as applicable.

3. Refund & Return Cases

Case 1: Defective or Damaged Items

• If your item arrives damaged or defective, contact us within 7 days of receiving it.
• We will cover the return shipping cost.
• Refunds or replacements will be processed within 5 business days after receiving the item.

Case 2: Incorrect Product

• If you receive the wrong product, notify us within 7 days of delivery.
• We will cover the return shipping cost and send the correct item promptly or issue a full refund upon return.

Case 3: Item Not Delivered

• If your order hasn’t arrived within the expected delivery timeframe, contact us immediately.
• We will investigate with the shipping carrier and issue a full refund or replacement if the item is deemed lost.

Case 4: Order Cancellation

• Orders can be canceled within 24 hours of placing them for a full refund.
• If the order has already been shipped, the standard return process applies.

4. Refund Timelines

• Refunds are typically issued back to the original payment method.
• Processing times vary by payment provider but generally take 5–10 business days after the refund is initiated.
• If you do not see the refund within this timeframe, contact your bank or payment provider for updates.

5. Refund Deadline

• Refunds are not available after 14 days from the date of delivery unless the issue involves a defective or incorrect product reported within the specified timeframe.

6. Contact Us

For any questions or to start your return or refund request, please email us at support@thistal.store. Our team is ready to assist you and ensure your satisfaction.

Thank you for choosing Thistal!