THISTLECART RETURNS, REFUNDS & ORDER RESOLUTION POLICY

Last updated: August 27, 2026

At Thistlecart, we want every order to arrive as expected. This policy explains how return requests, damaged products, incorrect items, cancellations, and refunds are handled.

1. European Union and EEA Customers

If your order is delivered to a country within the European Union or European Economic Area, you generally have the right to withdraw from an eligible online purchase within 14 calendar days after receiving the product, without providing a reason.

To exercise this right, email us at reneraoof607132@hotmail.com before the 14-day period expires. Please include your name, order number, the product you wish to return, and a clear statement that you are withdrawing from the purchase.

After notifying us, you must return the product within 14 calendar days. We will provide the applicable return instructions and return destination by email. Do not send a product to the address shown on our website unless our support team has confirmed that address for the return.

Unless the product is defective, damaged, materially different from its description, or incorrectly supplied, the customer is responsible for the direct cost of return shipping. We recommend using a tracked shipping service because the customer remains responsible for the parcel until it reaches the designated return location.

Where legally required, we will refund the product price and the cost of the least expensive standard delivery option offered for the original order. Additional costs resulting from an upgraded or express delivery method are not refundable unless required by law.

We may withhold the refund until we receive the returned product or you provide acceptable evidence that it has been shipped, whichever occurs first.

2. Customers Outside the European Union and EEA

For orders delivered outside the European Union and EEA, return requests are reviewed individually. Contact us as soon as possible after delivery and provide your order number, the reason for the request, and any relevant photographs.

Approval depends on the product’s condition, the reason for the request, the delivery circumstances, and any mandatory consumer rights that apply in your location. This individual review process does not limit any non-waivable rights provided by applicable law.

A return is not authorized until you receive written approval and return instructions from Thistlecart.

3. Return Condition

Unless the product is defective or nonconforming, returned products should be:

• Unused, unworn, and unwashed;

• In substantially the same condition in which they were received;

• Complete with original labels, accessories, manuals, and packaging where reasonably possible; and

• Accompanied by proof of purchase.

Customers may inspect a product only to the extent reasonably necessary to determine its nature, characteristics, and operation. A deduction may be made where permitted by law if handling beyond this results in a loss of value.

4. Products That May Not Be Returnable

Subject to applicable consumer law, returns may be unavailable for:

• Personalized, customized, or made-to-order products;

• Perishable products or products with a limited shelf life;

• Sealed health, hygiene, beauty, or personal-care products after the seal has been opened;

• Products that have been used, altered, washed, or damaged after delivery;

• Gift cards or downloadable products; and

• Products identified as final sale before purchase.

These exclusions do not apply where a product is defective, unsafe, incorrectly supplied, or otherwise covered by mandatory consumer protections.

5. Damaged, Defective, Missing, or Incorrect Products

Please inspect your order after delivery. If an item arrives damaged, appears defective, is missing from the parcel, or differs from what you ordered, contact us promptly—preferably within 7 days of delivery.

Include:

• Your order number;

• A description of the issue;

• Clear photographs of the product;

• Photographs of the external packaging and shipping label; and

• Any other evidence reasonably needed to investigate the issue.

After reviewing the information, we may provide a replacement, refund, store credit, missing-item shipment, or another appropriate solution. When the issue is confirmed as our responsibility, Thistlecart will cover reasonable return costs where a return is required.

The suggested 7-day reporting period helps us investigate carrier and fulfillment issues and does not shorten any mandatory legal guarantee or consumer right.

6. Return Shipping

Do not return products without first contacting us. Unauthorized returns, parcels sent to an unconfirmed address, and cash-on-delivery returns may be refused.

For approved preference-based returns, return shipping is normally paid by the customer. Original shipping charges are not refundable except where required by law.

For confirmed defective, damaged, or incorrectly supplied products, we will provide an appropriate return solution and cover reasonable return costs where applicable.

7. Refund Processing

Once a returned product is received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method, normally within 10 business days after approval.

Your bank, card issuer, or payment provider may require additional time to post the refund. If more than 15 business days have passed since we confirmed the refund, contact us for assistance.

8. Exchanges

We do not guarantee direct exchanges because inventory can change. The most reliable option is to return the eligible product and place a new order after the return is approved. If a replacement is appropriate for a damaged or incorrect product, we will explain the available options by email.

9. Order Changes and Cancellations

If you need to change or cancel an order, contact us immediately. We will try to assist, but cancellation is not guaranteed once processing, packaging, or shipment has begun.

If an order has already shipped, the applicable return procedure must be followed after delivery.

10. Contact

Thistlecart
Email: reneraoof607132@hotmail.com
Phone: +1 720-451-9398