Return & Refund policy

At Thaely, we want to ensure that you're completely satisfied with your purchase. Below are the details of our return and refund process:

Eligibility for Return or Refund

1. Incorrect Orders Due to Thaely's Error
   If there is a discrepancy between the order placed and the item received, such as incorrect sizing, color, or defects caused by Thaely, we will offer a replacement or refund.
2. Incorrect Orders Due to Buyer Error
   We cannot offer replacements or refunds if the order was placed incorrectly by the buyer. Please make sure to review the size chart thoroughly before placing your order to avoid any errors.

Return Process

1. Reporting a Discrepancy
   If you receive the wrong product, please provide photo or video evidence along with your return request by emailing us at sales@thaely.com.
2. Return Request
   A return request must be initiated within 3 days of receiving your order. Once your return request is received, we will arrange for a pickup of the item within 5 to 7 business days.
3. Return Conditions
   To be eligible for a return or refund, the product must be in its original, undamaged condition, including the tote bag, box, and extra laces. The product must be returned with the original packaging.
4. Inspection and Processing
   Once the item is returned to our warehouse, it will be inspected by our quality control team. After passing inspection, a refund or replacement will be processed.

Refund Processing

1. Refund Timeline
   Refunds will be processed to the original payment method. It may take 5 to 10 business days for the refund to be reflected in your account.
2. Refund Eligibility
   Refunds will not be issued if the product is damaged in ways not disclosed in the return request, if the error described in the return request does not match the condition of the returned product, or if the return request is made more than 3 calendar days after delivery.

Pre-Orders

1. Pre-Order Details
   Pre-orders are placed to secure a purchase of Thaely products before they officially launch. The full product price is not paid at the time of the pre-order. Pre-order dispatch dates are approximate and may vary depending on stock availability.
2. Pre-Order Changes
   You may change the size or delivery address for pre-orders only before dispatch. No changes can be made to a pre-order after it has been dispatched.
3. Pre-Order Refunds
   Pre-orders are non-refundable unless there is a delay of more than 6 months from the time of ordering.

Customs, Taxes, and Fees

1. Buyer’s Responsibility
   All taxes, customs duties, and local government fees are the buyer's responsibility.
2. Shipping Delays and Cancellations
   Thaely is not responsible for shipping delays, disposals, or cancellations due to non-compliance with local customs regulations. No refund or replacement will be offered in such cases.

Need Assistance?

If anything is unclear or you have further questions, feel free to contact our customer support team at sales@thaely.com.