Returns & Refunds Policy

1. Quality Assurance

THOBUY ensures that all products are of merchantable quality and free from material or workmanship defects under normal use. Every order is inspected before it is dispatched to you. No additional guarantee is provided beyond this assurance.

2. Eligibility & Claim Window

Because THOBUY is a fully online store, we ask that you inspect your parcel as soon as it is delivered.

• Please initiate any return or refund claim within 7 (seven) calendar days from the date your order is delivered.
• Requests received after this window will not be eligible for exchanges or refunds.
• Claims must relate to a defect, damage in transit, or an incorrect item being received.

3. Defective, Damaged or Incorrect Products

In the unlikely event that your product is defective, damaged on arrival, or not the item you ordered, please contact us at support@thobuy.com with the following information:

• Your order number
• Clear photographs (and, where possible, a short video) of the product issue
• Your contact phone number

Our team will review your claim and respond with the next steps. Requests received after the claim window described above will not be eligible.

4. Return Process

• Proof of Purchase: Keep your order confirmation or receipt. Bank transfer slips may be accepted but will require internal processing and may take up to five (5) working days to verify.
• Photographic Evidence: If not already provided, you will be asked to share photos of the product issue so we can assess your claim.
• Return Condition: Products must be returned unused, unworn, unwashed, undamaged and unaltered, with all original packaging, tags and accessories included.
• Return Instructions: Once your claim is approved, our support team will email you the return shipping details and, where available, arrange a courier pickup. Please include your name, order number and contact details both on and inside the return package.
• Shipping: Where a return requires courier shipping, please use a trackable method. THOBUY is not responsible for returns that are lost or damaged in transit before they reach us.

5. Refund & Replacement

Once your return has been received, inspected and approved, you may choose either a replacement product (subject to availability) or a full refund. If a replacement is unavailable, a full refund will be issued.

6. Refund Timelines

• Card and online payment refunds are processed within 5 working days of approval.
• Depending on your bank or card provider, it may take a few additional days for the amount to reflect in your account.

7. Exclusions

This policy does not cover damage or issues caused by:

• Accident
• Misuse or abuse
• Modification or attempted repair
• Negligence after delivery
• Ordinary wear and tear
• Failure to follow the product care instructions

8. Non-returnable Items

As many of our products are sourced to order from China, certain items are non-refundable and non-exchangeable except where covered by the quality assurance above. This typically includes hygiene and personal-care items, perishable goods, digital products, and made-to-order or customised items. Any such exclusions will be indicated on the product page where applicable.

9. Important Notes

• Please check your products carefully as soon as they are delivered and report any issues within the claim window.
• Products purchased on THOBUY are non-refundable and non-exchangeable except for defects covered under this policy.
• Keeping your original packaging until you have confirmed your order is in good condition will make any claim faster and easier.

10. Contact Us

If you have any questions or need clarification about our returns and refunds policy, please reach out to us — we are happy to help.

• Email: support@thobuy.com
• Phone: +960 778-2070