Return Policy

 

At Thomas & Caroline Vancouver, customer satisfaction is important to us. However, if you are not completely satisfied with your purchase, we offer a return option under the conditions outlined below. Please read this policy carefully before initiating a return.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • A return request can only be submitted after you have physically received the item.

  • Return requests must be made within 14 days of delivery.

  • All return shipping costs are the sole responsibility of the customer, including international shipping and any customs or import fees.

  • Items must be unused, unworn, unwashed, undamaged, and in their original condition, with all original tags and packaging intact.

  • Trying on an item is permitted; wearing an item beyond fitting purposes is not allowed.

  • Orders placed in multiple sizes with the intention of returning part of the order are not eligible for return.

We reserve the right to refuse returns that do not meet these conditions.

2. Return Process

To initiate a return, please follow the steps below:

  1. Contact us at info@thomascarolinevancouver.com within 14 days of receiving your order to request a return.

  2. Once your return request is approved, you will receive the return address of our fulfillment partner.

    • Please note: our suppliers are internationally based, and the return address may be outside your country of residence.

  3. Ship the item back at your own expense, including any applicable customs duties or handling fees.

  4. We strongly recommend using a tracked and insured shipping method.

Thomas & Caroline Vancouver is not responsible for lost or delayed return shipments.

3. Refunds

  • Once your returned item has been received and inspected, and approved as meeting our return conditions, a refund will be issued.

  • Refunds are processed within 14 days after approval.

  • The refund will be made to the original payment method used at checkout.

  • Original shipping costs are non-refundable.

If a returned item does not meet our return requirements, no refund will be issued and the item may be returned to the customer at their expense.

4. Liability & Order Accuracy

  • We are not responsible for lost packages if tracking information confirms delivery to the address provided by the customer.

  • Customers are responsible for ensuring that shipping details are correct at checkout.

  • Any address changes or corrections must be reported within 24 hours of placing the order.

  • Orders shipped to incorrect addresses due to customer error are not eligible for refunds or replacements.

5. Contact Information

If you have any questions regarding returns or refunds, please contact us at:

Business Name: Thomas & Caroline Vancouver
Email: info@thomascaroline-vancouver.com