Return Policy
Return Policy
We stand behind every product we make. If something isn’t right, we’re here to make it right — with a straightforward, customer-first return process.
Contact Us
Email us at thorngarden1@gmail.com to initiate your return within 30 days of receipt. Do not send items back without prior approval.
Receive Return Address
Once your return is approved, we will provide you with our return address and DDP shipping instructions.
Refund Processed
Once received and inspected, approved refunds are issued to your original payment method within 10 business days.
Return Conditions
Returns must be requested within 30 days of the delivery date. To be eligible, your item must meet all of the following conditions:
✓ Item is unassembled, unused, and in its original condition
✓ All original hardware, components, and accessories are included
✓ Item is in its original, undamaged packaging
✓ Receipt or proof of purchase is provided
✓ Return has been pre-approved by our team
Return shipping costs are the responsibility of the customer, except in cases where the return is due to a defect or error on our part (see “Defective or Incorrect Items” below).
Return Shipping Requirement
All return shipments must use a Delivered Duty Paid (DDP) shipping method — meaning all customs duties, import taxes, and clearance fees must be fully prepaid by the sender before dispatch.
Please Note: Any return shipment that arrives without DDP coverage — where customs duties or import fees remain unpaid — will be refused upon arrival. THORN GARDEN reserves the right to reject non-compliant return shipments. In such cases, the return will be considered void and no refund will be issued.
If you need guidance on arranging DDP return shipping, please contact us at thorngarden1@gmail.com before sending your return.
Defective or Incorrect Items
Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately at thorngarden1@gmail.com so we can assess the issue and resolve it promptly.
In cases of confirmed damage or error on our part, return shipping costs will be covered by THORN GARDEN.
Non-Returnable Items
The following items are not eligible for return under any circumstances:
Custom & OEM Orders: All custom-manufactured and OEM orders are non-cancellable and non-returnable once production has commenced. Please ensure all specifications are confirmed before placing a custom order. Contact us at thorngarden1@gmail.com with any questions prior to ordering.
If you are unsure whether your item qualifies for return, please contact us before initiating the process.
How to Exchange
The fastest way to get the item you want is to return your current item and, once the return is accepted, place a new order separately. This ensures the fastest possible turnaround and guarantees stock availability.
European Union — 14-Day Cooling-Off Period
Discreet Return Handling
We understand the importance of privacy. All return shipments are processed and handled with the same discretion as your original order. Return packages are received and inspected by our team in a secure, private environment.
No product descriptions or brand identifiers appear on any external packaging or documentation associated with your return.
Refund Timeline
Once we receive and inspect your returned item, we will notify you of the outcome. If approved, your refund will be processed as follows:
Refund issued to: Original payment method
Processing time: Within 10 business days of approval
Additional delay: Your bank or card issuer may take additional time to post the credit
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at thorngarden1@gmail.com.
Contact Us
For all return, exchange, and refund inquiries:
thorngarden1@gmail.comthorngarden.shop