Refund policy

DAMAGED ITEMS

1) Before carefully packaging your goods, we thoroughly check all of your products prior to despatch and so are confident that your goods should reach you in perfect condition. However, should an item arrive damaged, you must notify ourselves within 24hrs of receipt to info@thatchliving.co and provide the following details; Item(s) damaged, description of damage and photographs of the original packaging, outer box and the damaged item(s) itself. This is because we have to provide evidence of damage ‘during transit’ to any courier/insurance company. Depending upon the item, we will offer either a refund or a replacement (provided that the item is still available). The item(s) along with all original packaging must be retained until the claim is resolved, at which point, we will advise if we wish to collect the item(s) from you. In the case of a refund, please allow up to 5 days for the Bank to transfer funds. The refund will be made to the original payment method only.

2) We cannot guarantee to be able to process any claims for damages that are notified outside of the 24hr period.

CANCELLED ORDERS/ITEMS

1) We hope you are delighted with your purchases, but if you have changed your mind about keeping your goods, you must notify us via email to info@thatchliving.co within 24hr of receipt – we are unable to accept goods back without prior notification. Once we acknowledge receipt of your return request, we will provide you with the return shipping address.
2) Please include inside the parcel; your name and address details as the ‘sender’ and THATCH’s address details as the ‘Recipient’.

3) Please securely package and return the unused item(s), complete with labels and all original packaging within 14 days of purchase. We suggest that you return goods via a trackable service and make sure you obtain proof of dispatch. It is recommended that insurance is purchased for the return of items valued £50 and over. We are unable to take responsibility for any item that is lost or damaged during transit back to ourselves. Once the item(s) is received back, in a resalable and satisfactory condition, we will advise yourself of our acceptance and issue a refund. The cost of the return shipping is your responsibility and is non-refundable. Please allow up to 5 days for the Bank to transfer funds. The refund will be made to the original payment method only.

4) If the return of an item(s) is from an order which originally qualified for FREE DELIVERY and it would mean that the order value would now fall below the qualifying FREE order value at the time the order was placed, the refund will be issued less the Express Delivery carriage charge applicable at the time. This does not apply where an item is faulty or damaged and you have followed the procedure for such an item.