Refund policy

Withdrawal and refund policy

Consumers have 14 days from receipt of the goods, or from receipt of the final item when an order is delivered separately, to notify Thom Concept of their decision to withdraw without giving a reason.

The request can be submitted through the electronic withdrawal function available from the customer’s account or order, or through the contact form. An electronic acknowledgement is sent to the customer.

After notifying Thom Concept, the customer has 14 days to return the product.

The return address and instructions are provided promptly after the request. No parcel should be sent to the registered office or any other address before these instructions have been received. This practical procedure does not make the statutory right of withdrawal subject to prior approval.

Original packaging is not required. The product must be suitably protected for transport. Customers may inspect the product as they would in a shop. They may be responsible for any loss in value caused by handling beyond what is necessary to establish the product’s nature, characteristics and proper functioning.

For a change-of-mind withdrawal, direct return shipping costs are paid by the customer.

If the product received is defective, damaged, incorrect or not as ordered, Thom Concept will provide the appropriate remedy and cover the necessary costs in accordance with the applicable statutory rights.

Thom Concept refunds all sums paid, including the original delivery charge corresponding to the standard delivery method offered, no later than 14 days after being notified of the withdrawal. The refund may be withheld until the goods have been received or the customer has supplied evidence of return.

Additional costs resulting from the choice of a more expensive delivery method are not refunded. The refund is made using the original payment method unless another method is expressly agreed, at no additional cost to the customer.

The right of withdrawal can be excluded only in cases provided for by law. A discounted item, an item manufactured after the order or a product offered in a standard variant is not automatically excluded.

To obtain a different version, customers may return the relevant product and place a new order, unless another solution is agreed with Thom Concept.

This policy does not limit the statutory guarantee of conformity or the statutory warranty against hidden defects.

Model withdrawal form

Use this form only if you do not wish to use the electronic withdrawal function. Send the declaration through the contact form:

“I hereby give notice that I withdraw from the contract for the sale of the following products:

Order number:
Products concerned:
Ordered on:
Received on:
Customer name:
Customer address:
Email address:
Date:”