Refund policy

Return and Refund Policy

Because THSR Family Brand, LLC products are created especially for each order, please review all product descriptions, color options, measurements, and size charts carefully before completing your purchase.

Damaged, Defective, Misprinted, or Incorrect Items

We offer a 30-day quality guarantee for items that arrive damaged, defective, misprinted, or different from what was ordered.

Please inspect your order promptly after delivery. If there is a problem, contact us within 30 days of delivery at info@thsrfamilybrand.com and provide:

  • Your full name

  • Your order number

  • A description of the problem

  • Clear photographs showing the entire item and the affected area

  • Clear photographs showing the entire packaging, when relevant

After reviewing your claim, we may offer a replacement or refund when appropriate. Please do not return an item unless we provide return instructions. Items returned without prior authorization may not be accepted.

Lost Packages

If your package has not arrived and more than five business days have passed since the estimated delivery date, please contact us at info@thsrfamilybrand.com.

Claims for packages believed to be lost in transit must be submitted within 30 days of the estimated delivery date.

THSR Family Brand, LLC is not responsible for packages marked as delivered by the carrier. However, we will review the tracking information and assist with the available next steps.

Made-to-Order Products

THSR products are made specifically after an order is placed. Except where required by applicable law, we do not accept returns, exchanges, or refunds for:

  • Ordering the wrong size or color

  • Buyer’s remorse or a change of mind

  • Personal preference regarding fit or style

  • Failure to review the product description or size chart

  • Providing an incorrect or incomplete shipping address

  • Packages that are unclaimed or refused

  • Normal variations in product color, placement, or appearance that are disclosed in the product description

If you are uncertain about sizing, please review the size chart provided with the product before placing your order.

Cancellations and Order Changes

Orders enter production shortly after they are placed. Contact us immediately at info@thsrfamilybrand.com if you need to request a cancellation or change.

We cannot guarantee that an order can be canceled or changed after fulfillment has begun. Once an order enters production, it may no longer be eligible for cancellation.  

Returned or Unclaimed Packages

If a package is returned because of an incorrect or incomplete address, refusal, or failure to claim the shipment, the customer may be responsible for any costs associated with reshipping the order.

Please verify your name, street address, apartment or unit number, city, state or province, postal code, and country before completing checkout.

Final-Sale Items and Gift Cards

Gift cards and products explicitly identified as “Final Sale” cannot be returned or refunded, except when the item arrives damaged, defective, misprinted, or incorrect, or when otherwise required by applicable law.

A promotional discount does not automatically make an item final sale unless the product or promotion is specifically identified as final sale.

Refunds

If your refund is approved, it will be issued to your original payment method within 10 business days. Your bank or credit-card provider may require additional processing time before the refund appears in your account.

Original and return shipping charges are nonrefundable unless the return results from a damaged, defective, misprinted, or incorrect item or applicable law requires otherwise.

If more than 15 business days have passed since we approved your refund and it has not appeared, please contact us at info@thsrfamilybrand.com.

European Union Customers

If an order is shipped to the European Union, you may have the right to cancel or return the order within 14 days of receiving it, subject to applicable consumer-protection laws and any lawful exceptions for made-to-order or personalized products.

Nothing in this policy limits any mandatory consumer rights available under the laws of your country.

Customers in Brazil

Customers in Brazil may have the legal right to cancel an eligible order within seven calendar days after receiving it. Nothing in this policy limits rights provided under applicable Brazilian consumer-protection law.

Contact Us

For questions about returns, replacements, refunds, or order problems, contact:

THSR Family Brand, LLC
info@thsrfamilybrand.com