Refund and Returns Policy for Thorasonali

Effective Date: January 8, 2025

At Thorasonali, we are committed to ensuring your complete satisfaction with your luxury timepiece purchase. We understand that sometimes, for various reasons, you may need to return or exchange your watch. Our Refund and Returns Policy provides a clear outline of the procedures, conditions, and timelines for returns, refunds, and exchanges.

By making a purchase on our website https://thorasonali.com, you agree to the terms and conditions outlined in this policy.

1. Return Eligibility

We want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, we offer a return or exchange within 30 days from the date of receipt, subject to the following conditions:

  • The watch must be in new, unworn, and unused condition.
  • The watch must be returned with its original packaging, including all accessories (e.g., warranty cards, certificates of authenticity, and any other items that came with the product).
  • The product must be free from any signs of wear, damage, or alteration.
  • The item should not be customized (e.g., engraving or resizing).

Note: For health and safety reasons, we are unable to accept returns or exchanges on watches that have been worn or used, or that have been altered or repaired by a third-party service.

2. How to Initiate a Return or Exchange

To initiate a return or exchange, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@thorasonali.com or call us at (781) 331-3176 within 30 days of receiving your order. Please provide your order number, a brief description of the issue, and the reason for the return or exchange.

  2. Return Authorization: Once we receive your request, we will issue a Return Merchandise Authorization (RMA) number. You will need this RMA number to proceed with the return. Returns without an RMA number will not be processed.

  3. Packaging: Carefully package the watch in its original packaging, along with all accessories, documentation, and the RMA number. The watch must be securely packed to prevent damage during shipping.

  4. Return Shipping: Please ship the item back to us using a trackable shipping method to ensure that the watch is safely returned to us. The customer is responsible for return shipping costs, unless the return is due to a defect or an error on our part.

  5. Inspection: Once we receive the returned item, our team will inspect it to ensure it meets the conditions outlined above. If everything is in order, we will proceed with the refund or exchange.

3. Refund Process

Once your return has been approved, we will issue a refund to the original payment method used at the time of purchase. Please note the following:

  • Refund Timeline: Refunds will typically be processed within 5-7 business days from the date we receive the returned item. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

  • Refund Amount: The refund will be for the full price of the item(s) returned, excluding the original shipping fees (if applicable). If your order was eligible for free shipping, the original shipping cost will be deducted from your refund.

  • Customs Duties and Taxes: For international returns, customs duties, taxes, and any other fees incurred during shipping will not be refunded.

4. Exchanges

If you would like to exchange your watch for a different model, size, or color, we offer an exchange service within 30 days of receipt, provided the item meets the return eligibility conditions.

To initiate an exchange, please contact our customer service team at info@thorasonali.com or (781) 331-3176. Once we have processed your return, we will assist you in placing a new order for the exchange item.

  • Shipping Costs for Exchanges: You will be responsible for the shipping cost associated with sending the original item back to us. However, the shipping cost for sending the exchange item to you will be covered by us, provided that the exchange is within the 30-day window.

5. Non-Returnable Items

The following items are not eligible for return or exchange:

  • Worn or Used Watches: Items that show signs of wear, damage, or alteration.
  • Custom-Engraved or Personalized Watches: Watches that have been engraved or otherwise customized.
  • Gift Cards: Gift cards are non-returnable and non-refundable.
  • Final Sale Items: Any items marked as “Final Sale” are not eligible for return or exchange.

6. Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately at info@thorasonali.com or (781) 331-3176. We will provide you with a return label and instructions for returning the damaged item at no cost to you. Upon receipt of the defective item, we will either send a replacement or issue a full refund, based on your preference.

Note: Claims for damaged or defective items must be made within 48 hours of receiving the product. After this time, we may not be able to process the claim.

7. Return Shipping Costs

Unless the return is due to an error on our part or a defective item, customers are responsible for the cost of return shipping. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

If you are returning an item from outside the United States, please be aware that customs duties and taxes are your responsibility, and these are not refundable by Thorasonali.

8. International Returns

For international customers, we accept returns under the same conditions as domestic returns, but please note that:

  • Return Shipping Costs: International customers are responsible for the return shipping costs.
  • Customs Duties and Taxes: Any customs duties or taxes incurred during the return process are the responsibility of the customer and are non-refundable.

9. Late Returns

Returns received after the 30-day window will not be eligible for a refund or exchange. If the return is outside of the 30-day period, you may contact us to inquire about options, but please note that we are under no obligation to process the return.

10. Contact Us

If you have any questions or need assistance with a return, exchange, or refund, please feel free to contact us:

Thank you for shopping with Thorasonali! We value your business and are dedicated to providing you with the best customer service experience. If you need help or have any concerns, our team is here to assist you every step of the way.