Refund policy

Return and Refund Policy

At Thomas Ocean, we are committed to delivering high-quality products that meet your expectations. However, due to the nature of our business and our commitment to sustainability, we enforce a strict return policy. Please read the following terms carefully before making a purchase.

Eligibility for Returns

We only accept returns under the following condition:

  1. Damaged Product Upon Delivery:
    • If your product is damaged upon arrival, you are eligible to request a return or refund.
    • Proof of Damage: Clear, detailed photographs of the damaged product, packaging, and shipping label are required for us to process your request. Photos must clearly show the damage to the product.

Timeframe for Reporting

  1. Notification Period:

    • Any request for a return or refund must be made within 3 days of receiving your product. Requests made after this timeframe will not be eligible for a return or refund.
    • The delivery date provided by the carrier will serve as the official date of receipt.

  2. How to Notify Us:

    • Contact us at thomas.ocean@outlook.com with the subject line: “Return Request: Damaged Product.”
    • Include the following details in your email:
      • Your order number.
      • Photographic evidence of the damage.
      • A brief description of the issue.

Return Process

  1. Approval of Return Request:

    • Once we receive your return request with the required proof, our team will review it and determine eligibility.
    • If approved, you will receive instructions for returning the product.

  2. Return Shipping:

    • Customers are responsible for shipping costs when returning damaged items unless otherwise stated in our approval email.

  3. Refunds:

    • If a refund is granted, it will be processed after we receive the returned product in its original condition.
    • Refunds will be issued to the original payment method and may take up to 7-10 business days to reflect in your account.

Non-Returnable Items

The following products are not eligible for returns or refunds under any circumstances:

  1. Products that are not damaged or defective.
  2. Products returned without prior approval or documentation.
  3. Products reported damaged after the 3-day notification period.
  4. Custom or personalized items, including but not limited to adoption certificates or digital content.

Additional Information

  1. Damages During Use:

    • We are not responsible for damages caused by misuse, improper handling, or external conditions after delivery.

  2. Rejected Requests:

    • If your return request is rejected due to insufficient proof or failure to adhere to our policy, no further action will be taken, and the product will not be eligible for a refund.

  3. Contacting Us:

By completing a purchase, you agree to abide by the terms outlined in this Return and Refund Policy. This policy ensures transparency and protects the integrity of our business operations while providing a clear framework for eligible returns.

Thank you for your understanding and cooperation.


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.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at thomasdenhaese@hotmail.com.