Returns, Replacement & Refund Policy

Returns, Replacement & Refund Policy

Covered Reasons

Our 30 Days FULL Refund/FREE Replacement Policy covers the following reasons. If you are offered a refund or replacement order, there will be no need to return the received item.

  1. Different Item Received: The item received is different from the description or the product customization information.
  2. Defective or Damaged Item: The item received is defective, damaged, broken, or does not work properly.
  3. Incorrect Size: The received item is of incorrect or mismatched size.
  4. Lost or Missing Items: Items are lost or missing from the order.

Non-Covered Reasons

The following reasons are NOT covered by our 30 days Refund & Replacement Policy. We are not liable for these issues.

  1. Refund/Replacement Request After 30 Days: Requests for a refund or replacement made after 30 days of product delivery.
  2. Misuse, Mishandling, or Poor Maintenance: Product damaged by misuse, mishandling, or poor maintenance.
  3. Personal Reasons: Refund or replacement requested due to personal taste, change of mind, etc.
  4. Wrong Selection: Selection of wrong size, product, address, custom information, etc.
  5. Washed, Worn, or Soiled Items: Items that have been washed, worn, or soiled and damaged resulting from the customer's handling.

Returns, Replacement and Refund Service Procedure

Step 1: Contact Customer Service

Please reach out to our Customer Service team to initiate the refund or replacement process. You can chat live with us or email us at support@thunala.com.

Step 2: Provide Evidence

Provide video/photos of the defective product you received and include images of the package's cover, including the detailed shipping label. This will assist us in better understanding and addressing your issue.

Step 3: Receive Refund or Replacement

Once we have received your ticket and reviewed the provided evidence, you will be eligible for a refund or replacement as per our policy.

Refund Time

If your refund is approved, the funds will be applied to the same payment method that you used to purchase the item. Below are the estimated times for refunds to appear on your account or statement:

  • Credit/Debit Card: 5-14 business days
  • PayPal: 3-5 business days (up to 30 days if paid with a card)