Refund policy
You have 14 days after receiving your item to request a return. To be eligible, items must be in their original condition, unworn, unused, with tags, and in the original packaging. A receipt or proof of purchase is required.
To start a return, contact us at service@thornstavern.com.
If accepted, we’ll provide a return shipping label and instructions. Returns without prior approval will not be accepted. Return shipping costs are covered by the customer unless the return is due to our error (e.g., wrong or defective item).
Damages and Issues
Please inspect your order upon reception and contact us within 7 days if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If you are exercising your right of withdrawal within the 14-day cooling-off period, the cost of return shipping will be covered by you. Once we receive the returned item, we will process your refund within 14 days.
Refunds
We will notify you once we’ve received and inspected your return, and if approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@thornstavern.com.