Throda Skincare Return & Refund Policy

Effective Date: 26th February 2025
Last Updated: 26th February 2025

At Throda Skincare, we take pride in delivering high-quality skincare that honours your skin’s innate intelligence.

We hope you love your purchase. However, if you are not satisfied, we offer a 28-day return or exchange policy for eligible items. Please review the terms below to ensure your return is processed smoothly.

1. How to Return an Item

All returns must be approved via email before shipping. Please contact contact@throdaskincare.com with your order number and reason for return. Once approved, you may send your parcel to the following address:

Returns address for UK customers:

Complete Packaging Limited
Unit 10, Crendon Business Park
Long Crendon
Buckinghamshire
HP18 9RW

Please ensure you add a note inside the package with your name and order number, so we can match the incoming parcel to your records.

Parcels that are returned to us remain the customer’s responsibility and a refund will not be given until we have received them. We recommend that you send your returns using a recorded or signed for service post and that you retain proof of postage. We will contact you within 1-2 business days from receipt of the package to confirm the status of your return.

2. Return Conditions & Refund Process

(A) Change of Mind Returns

• Customers must email contact@throdaskincare.com to request a return before sending any items back.
• Items must be unopened, unused, and in original condition, with security tabs still intact.
• Once your return is received, inspected and approved, a full refund will be issued to your original payment method.
  
• Please note: Customers are responsible for return shipping costs in change-of-mind cases.
  

(B) Faulty, Damaged, or Incorrect Items

• If you received a defective, damaged, or incorrect item, we sincerely apologise. Return shipping is fully covered by Throda Skincare. 
• Please email us at contact@throdaskincare.com within 48 hours of delivery, including photos of the issue.
• Do not return the item until your request has been approved.
• If eligible, we will issue a pre-paid return label and cover return shipping.
• A full refund will be issued once the returned item is received, inspected, and approved.
• Late claims (after 48 hours) may be reviewed on a case-by-case basis.

(C) Items That Do Not Qualify for Refunds

• All returns must be approved via email before being sent. Please contact contact@throdaskincare.com first - unapproved returns may be rejected.
  
• Items that are used, opened, or otherwise ineligible are not eligible for a refund, even if the return was initiated under false claims.
  
• If an item is returned and found to be used or opened, you will be notified. Should you wish to have it sent back to you, you must cover the return and reshipping fees.
• If payment for these fees is not made within 7 days, we will assume the item is no longer needed, and will responsibly dispose of it.

(D) Discounted & Sale Items

• Refunds for discounted items will be processed based on the amount paid at the time of purchase, not the original price.

3. Refund Processing & Methods

• Refunds are processed within 3-5 business days after we receive and inspect the returned item.
• Refunds will be issued to the original payment method unless store credit is requested.
• If the return is due to a change of mind, the refund amount will be minus the return label fee.
• If you paid with a gift card, the refund will be issued as store credit.

4. Exchanges

• Exchanges are only allowed for incorrect or defective items.
• Customers must report issues within 48 hours of delivery and provide photos.
• If applicable, we will arrange for a replacement or issue a full refund.
• We do not offer exchanges for change-of-mind returns.

6. Return Shipping Fees

Who Pays for Return Shipping?

• Change of Mind Returns: Customer pays
• Faulty/Damaged Returns: Return shipping is fully covered by Throda Skincare.
• Rejected Returns: Customers must pay both the return shipping fee and reshipping fee before the item is sent back.

7. Additional Guidelines

• Return packages must be postmarked within 28 days from the date of purchase.
• Returns postmarked after this period will not be accepted.
• All items must be returned new, unused, unopened, and with all security seals still attached.

8. Customer Support

For any questions or assistance, contact our customer service team:
Email: contact@throdaskincare.com