Refund policy
Accepted Returns
Your satisfaction is our top priority, which is why we accept returns for both defective and non-defective products. To begin the process, simply email support@thistleandtundra.com. Please be aware that any items sent back to us without prior authorization cannot be processed or accepted.
Exchanges
We accept exchanges and are happy to help if you would prefer a different item instead. Just contact our support team with your order number and the new product you want; we will then guide you through the remaining steps.
Product Condition
To qualify for a return, the products condition must be new only. This means the item must be unused, in its original packaging, and with all tags intact. However, items that are defective, damaged, or incorrect are exempt from this requirement. Just send us photos within 30 days and we will resolve the issue for free.
Return Window
There is a 30-day window starting from the day your order was delivered to request a return.
Return Method
All returns must be sent by mail. Once your request is approved, we will send you the return address along with specific shipping instructions. Please make sure the item is packed securely to ensure it arrives back to us in good condition and stays protected during transit.
Return Label
The cost of return shipping is the customer's responsibility, unless the product is defective, damaged, or incorrect. We strongly suggest selecting a shipping service that provides tracking information to guarantee your package arrives back at our facility safely and securely.
Restocking Fee
There are absolutely no restocking fees when doing a return.
Refund Time
When your return is received and inspected, a refund will be issued to your original payment method. The refund will be processed within 5 business days after we receive your return.
If you have any questions or messages for us, we will be more than happy to assist you!
Customer Services Hours:
Monday to Friday: 9:00 AM - 5:00 PM (EST)
Email: support@thistleandtundra.com
Phone Number:
Customer support will respond within one business day.
Business Information
Thistle & Tundra is operated by Accents Home Decor Inc, a company registered in Ontario.
Business Number: 848786877
Address: 10 Laurelhurst Crescent, Woodbridge, ON L4H 2M8, Canada