Refund policy

At Thawhome, many of our products are handcrafted and made to order using natural wood and epoxy resin. Please read this policy carefully before placing an order.

Custom-Made Products

Order Cancellation

  • Orders may be cancelled for a full refund within 24 hours of placing the order.
  • Cancellations requested between 24 and 72 hours after placing the order will incur a 15% design and processing fee.
  • Cancellations requested after 72 hours but before production begins will incur a 30% design and preparation fee.
  • Orders cannot be cancelled once production has started.
  • Orders cannot be cancelled once the product has shipped.

Returns and Exchanges

  • Custom-made, personalized, and made-to-order products are not eligible for returns or exchanges.
  • These products are made according to the customer's selected dimensions, materials, finishes, resin colors, and customization details, and are difficult to resell.
  • By placing a custom order, the customer acknowledges and accepts that the product is made specifically for them.

Custom Product Approval

  • Customers are responsible for reviewing and confirming all customization details before production begins.
  • This includes dimensions, wood type, resin color, finish, table base, layout, and other product specifications.
  • Once production begins, customer-approved specifications are considered final and binding.

In-Stock Items

Return and Exchange Period

  • Returns and exchanges for eligible in-stock items are accepted within 30 working days of delivery.
  • Customers must contact us before returning any item.
  • Unauthorized returns may not be accepted.

Product Condition

  • Returned items must be unused, unassembled, and in new condition.
  • Items must be returned in their original packaging with all accessories, parts, and documentation included.
  • Items showing scratches, wear, assembly marks, damage, stains, or signs of use may not be eligible for a full refund.
  • Clear photographs of the item and packaging may be required before return approval.
  • Thawhome reserves the right to deduct reasonable repair, repackaging, or restocking costs from the refund.

Return Shipping Costs

If the return or exchange is due to a verified product quality issue:

  • Thawhome will cover reasonable return shipping costs.
  • This may include verified defects, shipping damage, or incorrect items received.

If the return or exchange is due to the customer's reason:

  • The customer is responsible for all return shipping costs.
  • This includes change of mind, personal preference, incorrect dimensions selected by the customer, failure to measure the space accurately, wrong color selection, wrong product selection, or any return where the product matches the description provided on our website.

Refunds for In-Stock Items

  • After the returned item is received and inspected, we will notify the customer whether the refund has been approved.
  • Approved refunds will be issued to the original payment method within 7 business days.
  • A 30% restocking fee may be deducted from the refund for eligible customer-initiated returns.
  • Original shipping fees, customs duties, import taxes, storage fees, and handling fees are non-refundable unless otherwise required by law.

Natural Materials and Craftsmanship

Natural Characteristics

  • Our furniture is made with natural materials, including wood and epoxy resin.
  • Natural wood may contain knots, cracks, grain variations, color differences, mineral streaks, live edges, checking, and other organic characteristics.
  • Epoxy resin may vary in flow pattern, depth, transparency, tone, and visual texture.
  • These characteristics are part of the natural and handcrafted nature of the product and are not considered defects.

Color and Image Disclaimer

  • Product images, renderings, and sample photos are provided for reference only.
  • Actual colors may vary due to screen settings, lighting conditions, photography, wood grain, resin depth, and natural material variations.
  • The final product may not be identical to the images shown on our website.

Dimension Tolerance

  • Because our furniture is handcrafted, dimensions may vary slightly.
  • A dimensional tolerance of up to ±1 inch / ±2.5 cm may occur and is not considered a defect.

Processing Marks

  • Minor processing marks, sanding marks, indentation marks, or handmade finishing variations may occur during production.
  • These do not affect the normal function of the furniture and are not covered under the return or exchange policy.

Environmental Conditions

  • Natural wood may respond to changes in humidity, temperature, sunlight exposure, and indoor climate.
  • Slight movement, expansion, contraction, checking, or warping may occur over time.
  • These natural material behaviors are not considered defects and are not covered under this return policy.
  • Customers are responsible for maintaining suitable indoor conditions for solid wood furniture.

Shipping Damage and Inspection

  • Customers must inspect the product and packaging immediately upon delivery.
  • Any shipping damage, missing items, incorrect items, or visible defects must be reported to us within 48 hours of delivery.
  • Customers must provide clear photographs of the packaging, shipping label, damaged areas, and full product condition.
  • Failure to report damage within 48 hours may affect our ability to file a carrier claim or provide compensation.

Resolution Options

  • If a verified issue occurs, Thawhome may, at its sole discretion, offer one or more of the following solutions:
  • Repair guidance
  • Replacement parts
  • Partial compensation
  • Replacement of the affected component
  • Replacement product where appropriate

Refused Deliveries

  • Refused deliveries are treated as customer-initiated returns.
  • All outbound shipping fees, return shipping fees, customs duties, import taxes, storage fees, carrier charges, and handling fees may be deducted from any applicable refund.
  • Custom-made products remain non-refundable even if delivery is refused.

Force Majeure

  • Neither party shall be liable for failure or delay in performance caused by events beyond reasonable control.
  • This includes natural disasters, epidemics, pandemics, war, terrorism, embargoes, sanctions, civil unrest, labor strikes, government actions, customs delays, port congestion, transportation delays, shortages of materials, or other force majeure events.
  • If such an event affects production, import, or delivery, performance timelines may be extended accordingly.

Chargebacks and Payment Disputes

  • Customers agree to contact Thawhome first before initiating any chargeback or payment dispute.
  • For custom-made products, order records, product specifications, approval communications, production records, shipping records, tracking information, delivery confirmation, and customer communications may be submitted to payment processors as evidence of fulfillment.
  • Custom-made products remain subject to the cancellation, return, and refund limitations stated in this policy.

How to Request a Return, Exchange, or Claim

  • Please contact us before returning any item.
  • Email: support@thawhome.com
  • Please include your order number, product name, reason for the request, clear photographs if applicable, and your contact information.
  • We will review your request and provide further instructions if the request is approved.

Miscellaneous

  • The English version of this Refund and Return Policy shall prevail.
  • Thawhome reserves the right to update or modify this policy at any time without prior notice.
  • By placing an order, the customer confirms that they have read, understood, and agreed to this policy.