1. Introduction
At www.thldna.com, we strive to provide the highest level of customer satisfaction and ensure that your shopping experience with us is as pleasant as possible.
Our Return & Refund Policy is designed to provide a clear and transparent process for customers who wish to return a product or request a refund. Please review the conditions and procedures below to understand when and how a return or refund may be processed.
Nothing in this Policy is intended to exclude or limit any rights or remedies that may be available to consumers under applicable law.
2. Refund Conditions
We may offer refunds under the following conditions:
- The product received is defective, damaged, or not functioning as described.
- The product received is different from the product ordered, such as the wrong item, size, color, or quantity.
- The product was not delivered within the stipulated delivery timeframe stated at the time of purchase, where applicable.
- Other circumstances where a refund is required under applicable law.
Refund eligibility will be assessed based on the circumstances of each order.
3. Return and Refund Process
To request a return or refund, please follow these steps:
Step 1: Contact Customer Service
Contact our customer service team at [email protected] within 30 days from the date of purchase, unless a different period is required by applicable law.
Step 2: Provide Order Information
Please provide your order number and details regarding the reason for the return or refund request.
Where necessary, we may request photographs, videos, or other information to help us verify the condition of the product.
Step 3: Return the Product
If the product is defective, damaged, incorrect, or otherwise eligible for return, you may be asked to return the product.
Where a return is required, we will provide instructions regarding the return address and shipping method.
Unless otherwise required by applicable law or caused by our error, the customer may be responsible for applicable return shipping costs.
Step 4: Product Review
Once the returned product has been received, we will conduct a reasonable inspection to verify the reported issue.
We aim to complete the inspection and provide a decision on the refund request within 3–5 business days after receiving the returned product.
If additional information or verification is required, the review period may take longer. We will notify you if there is a material delay.
Step 5: Refund Approval
If the refund request is approved, we will initiate the refund to the original payment method.
We aim to initiate an approved refund within 3–5 business days after the refund decision is confirmed.
Step 6: Refund Completion / Bank Processing
After the refund has been initiated by us, the time required for the funds to appear in your account depends on the payment provider, bank, card issuer, or other financial institution.
In general, customers should expect the refunded amount to appear within approximately 5–10 business days after the refund has been initiated, although actual processing times may vary.
4. Estimated Refund Timeline (ETA)
For clarity, the typical estimated timeline is as follows:
| Stage | Estimated Processing Time |
|---|---|
| Refund request submitted | Day 0 |
| Return instructions provided, where applicable | 1–3 business days |
| Returned product received | Depends on shipping time |
| Product inspection | 3–5 business days after receipt |
| Refund approval and initiation | 3–5 business days after approval |
| Bank/payment provider processing | Approximately 5–10 business days |
| Estimated total after returned product is received | Approximately 11–20 business days |
The above timeframes are estimated processing times (ETA) and are not guaranteed delivery or banking settlement times.
Actual refund timing may vary depending on the return shipping time, product inspection, payment method, payment processor, bank, credit card issuer, weekends, public holidays, or other circumstances outside our reasonable control.
5. Non-Refundable Items
Certain products may not be eligible for a refund, including but not limited to:
- Products clearly marked as final sale;
- Digital products, unless otherwise stated;
- Personalized or customized products, unless they are defective, damaged, or otherwise eligible for a remedy under applicable law.
Nothing in this section is intended to exclude any mandatory consumer rights under applicable law.
6. Exchanges
If you wish to exchange a product for another size, color, or style, please contact our customer service team.
Exchanges are subject to product availability. Where an exchange cannot be processed directly, we may process the transaction as a refund and require a new purchase.
7. Shipping Costs
- Original shipping charges may be non-refundable where permitted by applicable law.
- If the return is caused by our error, such as sending an incorrect or defective product, we will provide appropriate return shipping arrangements and refund applicable original shipping charges where applicable.
- If the return is made for reasons other than a product defect, damage, incorrect item, or our error, the customer may be responsible for the return shipping costs, subject to applicable law.
8. Refund Method
Approved refunds will generally be issued to the original payment method used for the purchase.
We do not normally refund purchases to a different payment method unless required or permitted by applicable circumstances.
The timing for the funds to appear in your account depends on your bank, card issuer, payment provider, or other financial institution.
9. Delayed or Missing Refunds
If you have been notified that your refund has been processed but you have not received the funds within the expected timeframe, please:
- Check your bank or credit card account;
- Contact your payment provider or card issuer;
- Contact your bank if necessary; and
- Contact us at [email protected] if the refund remains unavailable after the applicable processing period.
We will reasonably assist in investigating the status of the refund.
10. Contact Information
For refund, return, or exchange inquiries, please contact us at:
Email: [email protected]
Please include your order number and a brief description of the issue so that we can process your request more efficiently.
11. Changes to This Policy
We reserve the right to amend or update this Return & Refund Policy from time to time.
Any changes will be posted on this page and will become effective when published, unless otherwise stated.
Customers are encouraged to review this Policy periodically for the latest information.
12. Final Note
We aim to process all return and refund requests as efficiently and fairly as reasonably possible.
The processing times stated in this Policy are estimated timeframes intended to provide customers with a reasonable expectation of when each stage may be completed. Actual processing and settlement times may vary depending on circumstances outside our reasonable control.
Where applicable, nothing in this Policy shall exclude, restrict, or limit any mandatory rights or remedies available to consumers under applicable law.