Refund policy
Last updated: June 2026
1. Return Conditions
To be eligible for a return, all items must be unworn, unwashed, unaltered, unused, free from any odours, stains, damage, or signs of wear. Original tags must remain attached and the item must be returned in its original packaging. Returns that do not comply with these conditions may be rejected and returned to the customer.
2. How to Request a Return
Prior authorisation is required before returning any item. Please do not send products back without first contacting us.
To request a return, please email kontakt@thorveld.de and include your order number together with the reason for the return. We will acknowledge your request within 48 hours and provide detailed return instructions. For your protection, we strongly recommend using a tracked shipping service when returning items.
3. Return Shipping Costs
If an item arrives damaged, defective, or incorrect due to an error on our part, we will cover all return shipping costs.
For all other return situations, including but not limited to change of mind, incorrect size selected, incorrect colour selected, duplicate orders, incorrect item ordered, accidental purchases, items not meeting expectations, delayed return requests, or any other customer-related reason, return shipping costs are the responsibility of the customer.
4. Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of receiving the order. Your email should include your order number and clear photographs showing the issue.
Once the issue has been verified, you may choose between a free replacement or a full refund. In these cases, all return shipping costs will be covered by us.
5. Refund Process
All returned items are inspected upon arrival. Once the inspection has been completed and the return is approved, refunds will be processed to the original payment method used for the purchase.
Approved refunds are typically issued within 7–14 business days after the returned item has been received and inspected. Depending on your bank, card issuer, or payment provider, the refund may not appear until your next one or two billing cycles.
Original shipping charges are non-refundable unless the return is the result of a defective, damaged, or incorrectly dispatched item.
6. Exchanges
Customers wishing to exchange an item should contact us before returning the product so that availability can be confirmed.
All exchanges are subject to stock availability. If the requested replacement item is unavailable, a full refund will be issued once the returned item has been received and approved.
7. Non-Returnable Items
Items that have been worn, washed, altered, damaged after delivery, or otherwise show signs of use are not eligible for return.
Returns may also be refused if original tags are missing or if the original packaging is not included.
8. Late or Missing Refunds
If you have not yet received your refund, please first check your bank account and contact your card issuer or payment provider, as processing times can vary.
If the refund still has not appeared after the full 7–14 business day processing period has passed, please contact us at kontakt@thorveld.de and we will investigate the matter for you.
9. Return Window
Items may only be considered for return when they fully comply with all return conditions described in this policy and the return request is submitted within 14 days of the date of receipt, in accordance with Directive 2011/83/EU. Requests submitted after this period, or returns that fail to meet the required conditions, will not be accepted.
10. Contact Us
For any questions regarding returns, refunds, or exchanges, please contact us at kontakt@thorveld.de.
Customer support responds within 24 hours on business days.