RETURNS & REFUND POLICY

SUPPLY CHAIN ISSUES:

You’re probably well aware of the nationwide product and staffing shortages, shipping carrier delays, and challenges obtaining the things you want in a timely manner. While we’re doing our absolute best to get your orders to you as quickly as possible, some of our products ship directly from our manufacturer to you. If they are experiencing delays, it can cause delays in getting your orders to you. We’re staying on top of everything and are putting holds on products that may have a longer than usual ship time, are staying in contact with our manufacturers, vendors, and suppliers and are doing our best to get your orders to you as quickly as possible. We sincerely value having you as a customer and are continually working hard to earn your business. While there may be some delays, we’re doing our best to make them as short as possible. Unfortunately, sometimes it’s out of our control so please be understanding during these unprecedented times.

SMILE GUARENTEE:

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’re a family owned business and it is our goal that you enjoy doing business us 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. 

All returns must be made within 30 days of purchase. Unfortunately, If it has been more than 30 days since your purchase you will be unable to get a refund or exchange.

If a refund or exchange is allowed 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 office location and multiple manufacturer's locations so it is imperative that you contract us prior to returning the product. We will then issue a RMA (Return Merchandise Authorization) number that you will include with your return and give you the address of where to return the product. Products returned without contacting us first to obtain a RMA number or returned without the RMA number or sent to the wrong address will not be refunded or exchanged. 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. Additional shipping charges may apply and are the responsibility of the customer. 

Unfortunately, we cannot honor return requests received after 30 days from the date of purchase. We do not accept returns of products that have been opened, used or worn. Products received in these conditions will be recycled and a refund will not be issued. 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 it.

A Sales Receipt must accompany all returns.

All returns must be unopened, unused, and in their original sealed packaging.

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 are non-refundable and are the responsibility of the customer and the products should be returned using a shipping service with tracking. 

No exchanges or refunds will be given on any “sale” or “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.

Refunds will not be issued until confirmed receipt of the product at our facility. We are not responsible for lost packages sent to us so we recommend that you use UPS or other carrier that can provide you with a tracking number in the event the item is lost by the carrier. We cannot assist you with lost return shipments unless a tracking number has been assigned to the shipment.

Due to the personal nature of some of our products or manufacturer agreements regarding some of our product lines, we do have a few rules in place regarding returns.

Thorn Ridge™ Personal Grooming, Bath, and Fragrance Products: Due to the nature of our products we cannot assure the purity of merchandise once it has been shipped. 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 personal grooming, bath, fragrance or similar personal grooming products including but not limited to soaps, foaming hand soaps, bath bombs, bath salts, bath teas, beard oils, shampoos, conditioners, solid colognes, sachets, lip balms, body sprays, room spritzers, or any products in similar categories.

Thorn Ridge Ranch™ Sweet Itch Solutions™ Product Line: Due to the nature of our products we cannot assure the purity of merchandise once it has been shipped. 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 or shrink wrap packaging is still intact and the product is returned within 30 days of the order date. Please contact our office at 561-475-2021 to initiate the return process. We do not accept returns of opened products or products where the safety seal 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, are shipped manufacturer direct, or are printed upon demand. We also carry merchandise in stock at our facility. 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 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.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. 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.

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 an item at ThornRidge.com. We do not ship products back to the customer that we receive but that are illegible 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. 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 sale items, free items, or gift cards.

 We appreciate your business!