Returns and Refunds

Simple Returns and Exchanges at Thomas Online

At Thomas Online, we are passionate about providing high-quality products that bring joy to your life. Every item in our store is carefully selected with our customers in mind, and we’re confident you’ll love them as much as we do. However, if for any reason you are not completely satisfied, we offer a straightforward and customer-friendly returns and exchange policy.

We understand that shopping online is all about convenience, and we want the same for our return process. That’s why we’ve made it simple and hassle-free for you to return or exchange items. Whether your purchase wasn’t what you expected or you need a different product, our team is here to help.

Our Return Policy

You can return items within 14 days of receiving your order for a refund or exchange. To ensure a smooth process, the returned items must meet the following conditions:

  • Products must be in their original, unused condition and packaging.
  • Items must be unwashed and suitable for resale.

Please note that refunds will exclude the original shipping cost. If items are returned damaged due to insufficient packaging, we won’t be able to process your refund. We encourage you to carefully package your returns to ensure they arrive in resellable condition.

Easy Steps to Return or Exchange Your Items

Returning or exchanging an item is simple. Follow these steps:

  1. Contact Us: Email us at info@thomasonline.co.nz to notify us of your return or exchange request. Be sure to include:
    • Your original order number.
    • Details of the product you’re returning, and why.
    • If applicable, the item you’d like to exchange it for.
  2. Package Your Items: Use secure and protective packaging to ensure your items are returned in excellent condition. Include your order number in the package for quicker processing.
  3. Ship Your Return: Send your items to:
    Thomas Online
    Attn: Returns/Exchanges
    Apotu Road, Kauri 0185
    New Zealand

For added peace of mind, we recommend using a tracked shipping service, as we cannot guarantee receipt of your return if sent without tracking.

Refunds and Exchanges

Once we receive your returned item and confirm it’s in original condition, we’ll process your refund or exchange within 7 days. Refunds will be issued to your original payment method.

If you’re exchanging an item, we’ll ship the replacement as soon as possible after receiving the original product.

Faulty or Incorrect Items

If you’ve received a faulty product or the wrong item, we sincerely apologize for the inconvenience. Please contact us at info@thomasonline.co.nz, and we’ll make it right. In such cases, we will cover any postage costs you incur when returning the product.

Why Choose Thomas Online?

At Thomas Online, we prioritize customer satisfaction above all else. From the moment you place your order to the time it arrives at your door, we aim to provide an exceptional experience. If you have any concerns about your purchase, please don’t hesitate to reach out to our friendly team.

Important Tips for a Smooth Return

  • Secure Packaging: Always use protective packaging to avoid damage during transit. Items damaged due to poor packaging will not be eligible for a refund.
  • Tracked Shipping: Consider using a tracked courier service for added assurance.
  • Contact Us First: Notify us via email before sending your items to help us process your request faster.