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Returns Policy

Last updated: 14/09/24
 

At Thornit (www.thornit.co.uk), we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward returns process. Please read our returns policy carefully to understand your rights and how to return items to us.
 

1. Your Right to Cancel (UK and EU Customers)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods for a full refund. This right applies to most products purchased online, excluding personalised or perishable items.

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How to Exercise Your Right to Cancel:

  • You must notify us of your intention to cancel within 14 days of receiving the goods. You can contact us via thornituk@gmail.com. 

  • You then have a further 14 days to return the item(s) to us in their original condition and packaging.
     

2. Returns Eligibility

To qualify for a return, the following conditions must be met:

  • The item must be unused, undamaged, and in its original packaging.

  • Returns must be made within 14 days of receiving the product, unless otherwise specified under statutory rights (e.g. faulty items).

Please note that certain types of products cannot be returned, such as:

  • Perishable goods (e.g. opened items).

  • Personalised or custom-made products.
     

3. How to Return an Item

3.1. Contact Us

Before returning an item, please contact our customer service team at thornituk@gmail.com or 07701097071 to inform us of the return. We will provide you with return instructions and a return address.
 

3.2. Packaging and Shipping

  • Please ensure the item is securely packaged to avoid damage during transit.

  • We recommend using a tracked delivery service to return the item, as we cannot be held responsible for items lost or damaged during return shipping.
     

3.3. Return Costs

  • If you are returning an item because it is faulty or incorrect, we will cover the cost of return shipping.

  • If you are returning an item because you have changed your mind, you will be responsible for covering the return shipping costs.
     

4. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 14 days.

  • Partial Refunds: If the item is returned damaged or used, we may issue a partial refund at our discretion.

Please note: Initial shipping costs are non-refundable unless the item was faulty or incorrect.
 

5. Exchanges

If you wish to exchange an item for a different size, colour, or product, please contact us at thornituk@gmail.com. Exchanges will be processed once we receive the returned item and confirm it meets the conditions of this policy.
 

6. Faulty or Damaged Items

If your item arrives damaged or is faulty, please contact us as soon as possible at thornituk@gmail.com or 07701097071 with details and photos of the issue. We will arrange a replacement or refund and cover the cost of return shipping.
 

7. Contact Us

If you have any questions about our returns policy, please contact us at:

  • Email: thornituk@gmail.com

  • Phone: 07701097071

  • Address: Daleiden House Annexe, Lower Village, Blunsdon, SN26 7BJ

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