Refund policy

We want you to love your Thorlo purchase, but if something’s not quite right, we’ve made returns simple and transparent.

Return Window

You may return eligible items within 30 days of delivery. After this period, we’re unable to offer refunds or exchanges.

Eligibility Criteria

To qualify for a return:

  • Items must be unused, unworn, and in original packaging

  • A proof of purchase (receipt or order confirmation) is required

  • Items must be shipped to our return address (see below)

Non-Returnable Items

Certain items cannot be returned, including:

  • Gift cards

Partial Refunds (if applicable)

We may issue partial refunds for:

  • Items not in original condition

  • Items returned damaged or missing parts

  • Items returned after 30 days, at our discretion

Refunds

Once your return is received and inspected:

  • You’ll receive an email confirming receipt and refund status

  • If approved, your refund will be processed to your original payment method within 5 to 10 business days

Late or Missing Refunds

If you haven’t received your refund:

  1. Recheck your bank account

  2. Contact your credit card provider (posting times vary)

  3. Contact your bank for processing delays

Still no luck? Email us at paul@yaxleytradingcompany.com and we’ll help resolve it.

Exchanges

We only replace items if they are defective or damaged. To request an exchange:

 

Gifts

If the item was marked as a gift and shipped directly to you:

  • You’ll receive a gift credit for the return value

  • Once received, a gift certificate will be emailed or mailed to you

If the gift was shipped to the giver, the refund will go to them.

Return Shipping

  • Customers are responsible for return shipping costs

  • Shipping fees are non-refundable

  • If a refund is approved, the cost of return shipping may be deducted

Delivery times for exchanged items may vary based on your location.