Whitby & Thorn

Refund and Returns Policy

At Whitby & Thorn, your satisfaction is our highest priority. We understand that sometimes a purchase may not meet your expectations — and that’s perfectly okay. To make your shopping experience smooth and reassuring, we offer a clear and fair return policy when things don’t go as planned.

🕒 Return Window

You may return eligible items within thirty (30) calendar days of receiving your order. The return period starts from the day your delivery is confirmed. Unfortunately, we cannot accept requests made after the 30-day window, so we recommend inspecting your order promptly upon arrival.

✅ Return Eligibility

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

• Item must be unused, unworn, and in original condition
• All original tags must be attached
• Item must be returned in original packaging, including any protective materials
• You must provide proof of purchase (e.g., order number, confirmation email, or receipt)

Returns that do not meet these criteria may be declined.

📩 How to Initiate a Return

To start a return, please email team@whitbythorne.shop with the following details:

• Your order number
• The item(s) you wish to return
• The reason for your return
• Any photos, if applicable

Once approved, we’ll send detailed return instructions, including the correct return address.
Please do not send any items back without authorization — unauthorized returns may not be processed and could incur additional shipping charges.

📦 Shipping Your Return

When shipping your return:

• Package the item securely to avoid damage during transit
• Use a trackable shipping service and consider purchasing insurance
• Return shipping costs are your responsibility unless the return is due to our error (e.g., wrong or damaged item)

Whitby & Thorn is not liable for returns lost or damaged in transit.

🛠️ Damaged or Incorrect Items

If you receive a damaged or incorrect item, contact us immediately at team@whitbythorne.shop with:

• A description of the issue
• Clear photos of the item and packaging

We will review your case and offer a resolution, which may include a replacement, refund, or exchange, depending on the situation.

🚫 Non-Returnable Items

The following items are non-returnable:

• Custom or personalized products
• Perishable goods (e.g., flowers or plants)
• Personal care or hygiene products
• Flammable, hazardous, or regulated materials
• Gift cards
• Sale items marked “final sale”

If you’re unsure whether your item qualifies, feel free to reach out before initiating a return.

🔄 Exchanges

Need something different?
The fastest way to exchange is to return the original item and place a new order for the desired product.

🇪🇺 EU Customers – 14-Day Cooling-Off Period

If you’re located in the European Union, you have the right to cancel or return your order within 14 days of delivery, no questions asked.
Items must still meet our return eligibility requirements: unused, in original packaging, and with proof of purchase.

💳 Refunds

Once your return is received and inspected, we’ll notify you regarding your refund status.
If approved, a refund will be issued to your original payment method.

Please allow up to 10 business days for the refund to appear on your statement, depending on your bank or card provider.
If more than 15 business days have passed and you have not received your refund, please contact us at team@whitbythorne.shop.

Thank you for choosing Whitby & Thorn — where timeless craftsmanship, heartfelt gifts, and outstanding service come together.

📧 Email: team@whitbythorne.shop
📍 Address: 585 S Winchester Blvd, San Jose, CA 95128, CA