Refund Policy – Thomas Image Consulting

Refund Policy

CANCELLATION POLICY

Upon purchase of your order, you will be given up to 24 hours to cancel your order (Kindly reach out to us at [email protected]). We will provide you a full refund if you cancel your order within 24 hours. If you do decide to cancel after the 24-hour period, we will try our best to cancel your order if it hasn’t been shipped out yet but we cannot guarantee successful cancellation after that time period.

A tracking number will be sent to you after the order is shipped out.

REFUND POLICY

As a general rule of thumb, our refund policy is based on responsibility.

  • Customer submitted incorrect/incomplete address: Ineligible for refund. We can send you your order a second time for 50% off.
  • Item is damaged/defective: Customer should submit a photo of the product and packaging to customer support and we will then Reship the item to you. Alternatively, we can offer you store credits/refunds.
  • Dissatisfaction With Product (Product is intact but Customer wants a refund): We offer a 30-day Moneyback Guarantee for our customers (upon receiving the item). Customer can resend the product back to us and we will refund the Retail Price of the product. However, the customer needs to bear the Cost of Shipping.
  • Item did not arrive: Sometimes there might be unforeseen circumstances with regards to shipping (item may be lost in transit or may be delayed by other factors). If the order does not arrive within 65 business days, we can Resend your item or Refund your order minus shipping costs. Due to COVID-19 there might be additional delays.
  • Tracking Information = Item Is Lost: We will Refund or Resend the order.
  • Tracking Information = Return To Sender: If customer was unavailable when the item was delivered, or if incorrect details were provided, we can only provide a Partial Refund.
  • Item was used before: We do not accept returns and refunds for perishables and other items that may have hygiene issues (brushes, undergarments, toothbrushes). For other items, we will accept returns but the customer has to bear the cost of shipping.

HOW LONG WILL IT TAKE TO PROCESS THE REFUND?

Once the refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment. The processing time might differ, depending on your payment merchant but it should take 7 to 10 business days.

Please contact us at [email protected] if you have any questions.

REFUND INSTRUCTIONS

If you would like to request for a refund, drop us an email at [email protected] with the following information:

  • Order Number
  • Email used while checking out
  • Full Name (First & Last Name)
  • Situation: Does your case fall under one of the above situation? Kindly describe the issue with your order
  • Damaged/Defective Items: Provide a photo of your item as well as the package label with clear tracking number.

Kindly await a reply from our support team for further instructions before you return anything.