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Refund Policy

A Legal Disclaimer, Latest updated: 24/08/2025

The explanations and information provided on this page are only general and high-level guidance on how to write your own Refund Policy. You should not rely on this article as legal advice or as recommendations regarding what you should actually do, because we cannot know in advance the specific refund policies you wish to establish between your business and your customers. We recommend that you seek legal advice to help you understand and assist in the creation of your own Refund Policy.

Our Promise to You

At Thousim Studio, we pour every piece with care — and we want you to love it. If something isn’t right, we’re here to make it better.

This Refund & Returns Policy explains your rights and our process for returns, exchanges, and refunds. By placing an order, you agree to these terms.

General Returns Policy

We accept returns for non-custom, non-personalized items under the following conditions:

  • Request must be made within 14 days of delivery

  • Item must be unused, undamaged, and in original packaging

  • Proof of purchase is required (order number)

  • Return shipping costs are the customer’s responsibility

  • Refunds are processed within 5–7 business days after we receive the item

❌ Non-Refundable Items

The following items cannot be returned or refunded, unless defective:

  • Custom, personalized, or made-to-order pieces
    (e.g., name in resin, baby footprint, pet paw print, handwritten note, heartbeat waveform)

  • Final sale items (e.g., sale or limited-edition collections)

  • Items damaged due to misuse or improper care

Damaged, Defective, or Incorrect Items

If you receive a product that is:

  • Damaged during shipping

  • Defective (e.g., broken post, resin delamination)

  • Not what you ordered

We will replace it or issue a full refund, including return shipping.

What to do:

  1. Take clear photos of the issue and packaging

  2. Email us at support@thousimstudio.com within 5 days of delivery

  3. We’ll respond within 48 hours with next steps

We’ll cover return shipping costs for verified defects.

Refund Process

  • Refunds are issued to the original payment method

  • Bank or card processing times may add 3–10 business days

  • For payments via Stripe, the refund will appear as “Thousim Studio”

  • Store credit or gift card may be offered as an alternative (valid for 6 months)

  • We do not offer cash refunds for card payments.

How to Return an Item

  • Email us at support@thousimstudio.com with your order number and reason for return

  • We’ll confirm eligibility and provide a return address

  • Pack the item securely in its original packaging

  • Ship it back with tracking (recommended)

  • We’ll notify you once received and processed

Gift Returns

  • If you received a Thousim Studio piece as a gift;

  • Refunds will be issued to the original purchaser unless otherwise arranged

  • Please include a note with your return explaining your request

International Returns

  • Return shipping costs are the customer’s responsibility

  • We are not responsible for customs fees, duties, or import taxes on returned items

  • We recommend using a tracked and insured service

  • We do not accept cash on delivery (COD) returns

Exchanges

  • We offer exchanges for non-custom items (e.g., size, color, style), subject to availability.

  • You’ll cover return shipping

  • We’ll ship the new item once the original is received

  • For custom pieces, we can help you place a new order with adjustments

Need Help?

  • If you have questions about returns, refunds, or your order, contact us:

  • 📧 support@thousimstudio.com
    📍 Thousim Studio – Handmade in Poland

  • We respond within 24–48 hours.

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