Return Policy

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At Thunmarefrex, we want you to be completely satisfied with your purchase. This Return Policy outlines the conditions and procedures for returning items, cancelling orders, and obtaining refunds.

Return Period

You have 14 calendar days from the date of delivery to return most items for a full refund. This period is in accordance with UK consumer protection laws, specifically the Consumer Contracts Regulations 2013.

The 14-day period begins on the day after you receive the goods. For custom-made or commissioned items, different terms may apply as outlined in your specific order agreement.

To exercise your right to return, you must inform us of your decision to return the item within the 14-day period. You can do this by contacting us using the information provided in the Contact Information section below.

Return Conditions

For a return to be accepted, items must meet the following conditions:

  • Items must be in their original condition, unused, and unassembled if applicable
  • Items must include all original packaging, tags, labels, and documentation
  • Items must show no signs of wear, damage, or alteration
  • Items must be returned in a condition suitable for resale
  • Any protective wrapping or coverings must remain intact

We reserve the right to refuse returns or reduce the refund amount if items are returned in a condition that significantly reduces their value, such as damage caused by misuse or improper handling.

Cost of Return Shipping

If you are returning an item because it is faulty, damaged, or not as described, we will cover the cost of return shipping. We will arrange collection or provide a prepaid return label.

If you are returning an item for any other reason (such as change of mind), you are responsible for the cost of return shipping. We recommend using a tracked delivery service and obtaining proof of postage, as we cannot be responsible for items lost in transit.

Return shipping costs will be deducted from your refund unless the return is due to our error or a fault with the item.

Return Process

To initiate a return, please follow these steps:

  1. Contact us within 14 days of delivery to notify us of your intention to return the item
  2. We will provide you with a Returns Authorisation number and return instructions
  3. Package the item securely in its original packaging, including all accessories and documentation
  4. Include the Returns Authorisation number with your return
  5. Send the package to the address provided in your return instructions
  6. Retain proof of postage until your refund is processed

We will inspect returned items upon receipt. Refunds will be processed within 14 days of receiving the returned item, provided it meets our return conditions.

Non-Returnable Items

Due to the nature of certain products, the following items cannot be returned unless they are faulty or not as described:

  • Custom-made or bespoke items made specifically to your specifications
  • Items that have been personalised or customised at your request
  • Items that are sealed for hygiene reasons and have been unsealed
  • Items that have been damaged through misuse, normal wear and tear, or improper care
  • Items that cannot be resold due to health or hygiene reasons

If you have any questions about whether your item can be returned, please contact us before initiating a return.

General Legal Requirements

Under UK consumer law, you have certain statutory rights:

  • Items must be as described, of satisfactory quality, and fit for purpose
  • If an item is faulty or not as described, you have the right to a repair, replacement, or refund
  • You have up to 30 days to return a faulty item for a full refund
  • After 30 days, you may be entitled to a repair or replacement instead of a refund
  • These rights are in addition to your 14-day right to return for change of mind

These rights cannot be excluded or limited by any terms and conditions.

Order Cancellation Policy

You may cancel your order before it is dispatched without penalty. If you wish to cancel an order, please contact us as soon as possible.

If your order has already been dispatched, you may still cancel it, but you will need to return the items to us in accordance with our return policy. The 14-day return period applies from the date of delivery.

For custom-made or commissioned items, cancellation terms are specified in your order agreement. Generally, once production has begun on a custom item, cancellation may not be possible, or cancellation fees may apply to cover work completed.

We reserve the right to cancel orders in exceptional circumstances, such as unavailability of materials, pricing errors, or suspected fraud. If we cancel your order, we will provide a full refund.

Refund Procedure

Once we receive and inspect your returned item, we will process your refund:

  • Refunds will be issued to the original payment method used for purchase
  • Refunds typically take 5-10 business days to appear in your account after processing
  • The refund amount will include the full purchase price minus any applicable return shipping costs
  • Original delivery charges are non-refundable unless the item is faulty or not as described

If you paid by credit or debit card, the refund will be credited back to the same card. If the original payment method is no longer available, please contact us to arrange an alternative refund method.

We will notify you via email once your return has been received and your refund has been processed.

Contact Information

For returns, cancellations, or any questions about this policy, please contact us:

Thunmarefrex
46 Sackville St
Manchester M1 3WF
United Kingdom

callme@thunmarefrex.world
+44 161 697 4474

When contacting us about a return, please include your order number, the items you wish to return, and the reason for return. This will help us process your request quickly and efficiently.