Refund policy

Effective date: 01 August 2026

Applies to: U.S. shipping addresses

Plain-language summary. Thornlow sells Personalized Products made to your specifications. We do not offer voluntary returns for change of mind. We do remake or refund when an item is defective, arrives damaged, or does not match the order you submitted because of a Thornlow Error.

Not eligible when we produced what you submitted: change of mind; no longer wanting the item; wrong product/size/color/option you selected; wrong name, initials, text, punctuation, or spelling you entered; disliking personalization that matches your submission; gift recipient dislike.

Eligible if reported in time: (1) defect in materials or workmanship; (2) material difference from your submitted order caused by a Thornlow Error; (3) Shipping Damage.

Claim window. 14 days after the Delivery date. Latent defects that could not reasonably be seen on inspection will be reviewed in good faith if you contact us when you find them.

How to claim. Email info@thornlow.com or call +352 621 813 073 with order number, checkout email, description, clear photos of the issue, and packaging photos for damage claims if you still have the box. Do not discard, modify, or repair the item while we reasonably need to inspect it. For confirmed defect / Thornlow Error / Shipping Damage, Thornlow pays any return shipping we require. Do not mail items back unsolicited.

Investigation. We may compare photos to the production file. We aim to respond to complete claims within 2 Business Days. Incomplete, contradicted, or materially false claims may be declined to the extent the law allows.

Refunds vs. remakes. We generally remake. We refund the affected item to the original payment method when a remake is not reasonably possible, when the FTC Mail Order Rule requires a refund on an unshipped delayed order, when we cancel an order we cannot fulfill, or when law requires a refund. We initiate approved refunds within 5 Business Days after approval (or after we receive an authorized return). Card-network posting time is extra.

State note. Some states, including California, New York, and Florida, require return limits to be disclosed before purchase. This page, footer links, and checkout links are that disclosure. California’s customized-goods exception applies only if the goods were received as ordered.

Non-waiver. This policy does not take away remedies that cannot legally be waived.