SMILE GUARANTEE:
We understand that everyone has different tastes and preferences. That’s what makes us all so unique. If you’re ever unhappy with any of our products, for any reason, just give us a call or send us an email so we can discuss it. We do have standard return policies as indicated below, but we're also a family owned business and it is our goal that you enjoy our products and frequently shop with us. We love connecting with our customers so if you want to tell us about your experience with our products, or if you would like to suggest new products, or maybe you just want to say hi, feel free to contact us. Sometimes we’re very busy so if you call and get our voicemail please leave your name and number and we will call you back as soon as possible. We care about our customers and want you to be happy with our products, which will make you smile. And when you smile, you spread joy to everyone around you. And that makes us smile.
RETURNS / REFUNDS:
We are unable to accept any returns for a refund unless specifically stated in this return policy.
We have a 30-day return policy. That means you have 30 days after receiving your item to request a return. Unfortunately, If it has been more than 30 days since the purchase, we are unable to issue a refund, accept returns, or do an exchange.
RETURN ELIGIBILITY:
To be eligible for a return your item must be in the same condition that you receive it. All returns must be unopened, unused, with tags, all additional safety seals must still be in place and items must be in their original sealed packaging. We do not accept returns of products that have been opened, used, or worn. Returned products received in these conditions will be recycled and a refund will not be issued.
A Sales Receipt must accompany all returns.
Original shipping charges are not refundable. If you receive a refund, the cost of original shipping will be deducted from your refund. Your refund will be for the actual product costs and any taxes. Shipping charges to return a product to our office are the responsibility of the customer and the products should be returned using a shipping service with tracking like UPS, FedEx, or USPS Priority Mail. Refunds will not be issued until confirmed receipt of the product at our Florida address. We are not responsible for lost packages sent to us. We cannot assist you with lost return shipments unless a tracking number has been assigned to the shipment.
If it is within the 30 day exchange/refund period on items that are returnable, and you are not satisfied with something you ordered from us, you must call our office at 561-475-2021 or email us at contact@thornridge.com BEFORE sending the product back to us. Our products ship from our Florida office location and multiple manufacturer's locations so it is imperative that you contract us prior to returning the product. Should you ship the product back to the return address on your package without contacting us first we will be unable to help you with your situation or issue a refund or do an exchange.
If you send us a product for a refund without contacting us first, or if we are unable to refund it because of the condition the product is in, or because it violates our refund policy, we will not ship it back to you, but will discard or recycle it.
No exchanges or refunds will be given on any “free” products. If for any reason, you’re unsatisfied with your purchase, we’d like to understand what your situation is, the reason you’re not thrilled with our product, and see how we can help. We will also need to know where you purchased our product.
SPECIFIC PRODUCT LINE REQUIREMENTS:
Due to the personal nature of some of our products or manufacturer agreements regarding some of our product lines, we do have a additional rules in place regarding returns on specific product lines:
Thorn Ridge® Personal Grooming & Bath Products: Due to the nature of these handcrafted products we cannot assure the purity of merchandise will be maintained once it has been shipped to the end user. For hygiene and safety reasons this merchandise cannot be restocked or resold, therefore we do not accept returns or give refunds on any of our grooming or bath products unless the product is in its original condition, the outer safety seal and/or shrink-wrap packaging is still intact and the product is returned within 30 days of the order date with a receipt. We do not accept returns of opened products or products where the safety seals or shrink wrap has been removed.
Thorn Ridge Ranch® Product Line: Due to the nature of our handcrafted products for animals, we cannot assure the purity of the merchandise will be maintained once it has been shipped to the end user. For hygiene and safety reasons this merchandise cannot be restocked or resold once opened, therefore we do not accept returns or give refunds on any of our equine grooming products unless the outer safety seal and/or shrink-wrap packaging is still intact and the product is returned within 30 days of the order date. We do not accept returns of opened products or products where the safety seal or outer shrink wrap has been removed.
Clothing, Handbags, Drinkware, Housewares: In order to be eco-friendly, many of our products are printed specifically for you when you order them through agreements with our manufacturers and vendors, and are shipped manufacturer direct, or are printed upon demand. In order to be eligible for a return, your item must be in the same condition as you received it, which is as-new condition (tags on, in its original packaging which is still intact, unopened, safety seals not broken, unused, unwashed, unworn, no scuff or scratch marks on the soles of shoes, leather handbags and other leather items must be unscratched and without damage, no stains or marks or damage on the product). You will also need to provide us with the sales receipt or proof of purchase. We do not accept returns of products that have been opened, used, or that have been worn.
Jewelry: Jewelry may be returned within 30 days with prior approval from our office and with a receipt and in unopened, unused condition. We do not accept returns of jewelry after 30 days, jewelry items that were worn, or items without a receipt. A lot of the jewelry we sell is handcrafted and, especially in the case of bracelets, the interior rubber bands can break if overstretched, or strings can wear thin with use and eventually break. Please be advised that any jewelry product from any manufacturer can break for any reason and at any time regardless of the brand name, price, or quality. You may be very careful and only wear it occassionally and it breaks the second time you wear it or you can be rough with it, wear it every day and it never breaks.
Prior to approving a return, we will request pictures of the product. If we give a preliminary approval of the return based on the pictures, we will request that you send it back to us (customer pays return shipping) and you’ll be automatically refunded the purchase price and sales tax on your original payment method within 10 business days of receipt in our office. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at contact@thornridge.com. If we give you a preliminary approval based on pictures and the product received is in a different condition than it appeared in the pictures, then we are not obligated to issue the return. This has happened in the past where we received pictures of the product that looked new, and when we received it back it was actually very worn or broken. So we reserve the right to issue a final refund based on the condition of the item once it is received in our office.
The cost of shipping of the product back to our office is the responsibility of the customer. We are not able to reimburse you for any shipping costs you incur when purchasing or returning an item at ThornRidge.com or any of our social media stores. We do not ship products back to the customer that we receive for a return but that are in fact not eligible for return.
To start a return, you can contact us at contact@thornridge.com. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at contact@thornridge.com.
EXCHANGES:
The fastest way to do an exchange is to return the item you have if it is eligible for return, and once the return is accepted, make a separate purchase for the new item.
DAMAGES:
Please inspect your order upon receipt and contact us within 24 hours if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right. Please include photos of damaged items in your email.
MARKED DELIVERED BUT YOU DIDN'T RECEIVE PACKAGE:
We are not responsible for packages that have been marked as delivered but you never received. Please check with your neighbors and if you can't find the package, contact the carrier to file a claim. Sometimes the drivers will mark packages as delivered but then don't bring them until the next day. If you didn't receive the package, also contact us within 48 hours of the delivery confirmation and we will follow up with the shipper too.
EXCEPTIONS AND NON-RETURNABLE ITEMS:
Certain types of items cannot be returned, as indicated above. Please contact us if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on free items or gift cards.
Thank you for shopping with us! We appreciate your business!
