Overview
At thundercoreinnovations, we stand behind every product we sell. If something is not right with your order, we want to make it easy to resolve. This page explains our return eligibility, refund process, timelines, and how to get started.
If you have any questions not covered here, contact us at [email protected] and we will respond within 1 business day.
30-Day Return Window
We accept returns within 30 days of the delivery date. To be eligible for a return, your item must meet the following conditions:
- The item is in its original, unused condition.
- The item is in its original packaging with all included accessories, parts, and documentation.
- The return is initiated within 30 days of the date your order was delivered.
Items returned after 30 days, or items that do not meet the conditions above, will not be accepted and will be returned to the sender.
Non-Returnable Items
The following items are not eligible for return:
- Items that have been used, assembled, or show signs of wear.
- Items returned without original packaging or with missing parts.
- Items marked as Final Sale or Non-Returnable on the product page.
- Gift cards.
- Items damaged due to misuse, improper storage, or failure to follow product instructions.
If you are unsure whether your item qualifies, please contact us before initiating a return and we will advise you.
How to Start a Return
Step 1 — Contact us
Email [email protected] with the following information:
- Your order number
- The item(s) you wish to return
- The reason for your return
- Photos of the item if it arrived damaged or defective
Step 2 — Receive your return authorisation
We will review your request and respond within 1–2 business days. If your return is approved, we will send you a Return Merchandise Authorisation (RMA) number and return instructions.
Do not send items back without receiving an RMA number first. Returns sent without authorisation will not be accepted and cannot be refunded.
Step 3 — Pack and ship your return
Securely pack the item in its original packaging. Write your RMA number clearly on the outside of the parcel. Ship the item to the return address provided in your authorisation email.
Step 4 — Refund processed
Once we receive and inspect your returned item, we will process your refund within 3–5 business days. You will receive an email confirmation when your refund has been issued.
Return Shipping Costs
| Return Reason | Who Pays Return Shipping |
|---|---|
| Item arrived damaged or defective | thundercoreinnovations covers return shipping |
| Wrong item sent by us | thundercoreinnovations covers return shipping |
| Change of mind / no longer needed | Customer is responsible for return shipping |
| Item does not match description | thundercoreinnovations covers return shipping |
When return shipping is covered by us, we will provide a prepaid shipping label in your return authorisation email. When return shipping is the customer’s responsibility, we recommend using a trackable shipping method. thundercoreinnovations is not responsible for return packages lost in transit without a tracking number.
Refunds
Refund Method
Approved refunds are issued to the original payment method used at checkout. We are unable to issue refunds to a different card or payment method.
Refund Timeline
| Stage | Timeframe |
|---|---|
| Return received and inspected | 1–2 business days after delivery to our warehouse |
| Refund processed by us | Within 3–5 business days of inspection |
| Refund appears in your account | 3–10 business days depending on your bank or card provider |
Please allow up to 10 business days from the date we process your refund before contacting us about a missing credit. Processing times vary between financial institutions and are outside our control.
Partial Refunds
A partial refund may be issued in the following situations:
- The item is returned with missing accessories, parts, or documentation.
- The item shows signs of use or minor damage that occurred after delivery.
- The return is received outside the 30-day window but approved as an exception at our discretion.
Original Shipping Costs
Original shipping costs are non-refundable unless the return is due to our error (damaged, defective, or wrong item). If your order qualified for free shipping and you return part of the order, and the remaining order value falls below the free shipping threshold, the standard shipping cost may be deducted from your refund.
Exchanges
We do not currently offer direct exchanges. If you would like a different item, size, or colour, please:
- Initiate a return for the original item following the steps above.
- Place a new order for the item you want.
This ensures the fastest turnaround and guarantees stock availability for your preferred item.
Damaged or Defective Items
If your item arrived damaged or is defective, please contact us at [email protected] within 48 hours of delivery with:
- Your order number
- A clear description of the damage or defect
- Photos of the item and its packaging
We will arrange a replacement or full refund at no cost to you, including return shipping. Claims reported after 48 hours may still be reviewed, but prompt reporting helps us resolve your case as quickly as possible.
Wrong Item Received
If you received an item that is different from what you ordered, please contact us at [email protected] within 7 days of delivery. Include your order number and a photo of the item you received.
We will arrange return shipping and either send the correct item or issue a full refund, depending on stock availability and your preference.
Order Cancellations and Refunds
Orders cancelled within 2 hours of purchase and before processing begins will receive a full refund to the original payment method. Please see our Shipping Policy for full cancellation details.
If an order has already been dispatched, it cannot be cancelled. Please wait for delivery and then initiate a return if needed.
Late or Missing Refunds
If you have not received your refund after the expected timeframe, please take the following steps before contacting us:
- Check your bank account or card statement again — refunds sometimes appear as a pending credit before they fully post.
- Contact your card provider or bank, as processing times can vary.
- If you have completed both steps and still have not received your refund after 10 business days from our confirmation email, contact us at [email protected] with your order number and we will investigate.
Contact Us
For all return and refund enquiries, please reach out to our support team:
- Email: [email protected]
- Response time: Within 1 business day (Monday–Friday)
- Please include: Your order number and a brief description of your request in all correspondence.
You may also visit our FAQ page for quick answers to common return and refund questions.
thundercoreinnovations reserves the right to update this Refund and Returns Policy at any time. Changes will be reflected on this page with an updated “Last updated” date. Continued use of our store after any changes constitutes your acceptance of the revised policy.