THORN Returns & Warranty
THORN Returns & Warranty Policy
At THORN, we are committed to reliable watches and responsive after-sales support. This policy applies specifically to THORN-branded watches purchased directly from thornwatches.com. Other brands may have different policies.
1. Returns Within 15 Days
You may request a return within 15 calendar days after receiving your order. Please email sales@thornwatches.com with your order number, reason for return, and photos or video where relevant.
For change-of-mind returns, the watch must remain in resalable condition, allowing for reasonable inspection or try-on, with original packaging and accessories included. Returns showing excessive wear, damage from misuse, or unauthorized modification may be refused where permitted by law. Please obtain return instructions before shipping anything back.
2. Customer-Related Returns: Fees and Shipping
If you return an eligible watch because you changed your mind, selected the wrong item, or for another customer-related reason, the following costs apply to all orders, including orders that originally qualified for free shipping, to the extent permitted by applicable law:
- 5% payment processing fee: A fee equal to 5% of the amount paid for the returned item(s), reflecting bank/payment processing costs, may be deducted from your refund where such costs are actually incurred and non-refundable.
- US$20 original outbound shipping cost: A flat US$20 shipping charge will be deducted from the refund for the original shipment, including orders advertised with free shipping, where permitted by law.
- Return shipping: You are responsible for arranging and paying the cost of shipping the item back to us.
Refund calculation: Amount paid for returned item(s) minus the applicable 5% payment processing fee and US$20 original outbound shipping cost. Return shipping is paid separately by the customer. We will explain applicable deductions before completing the return. Any shipping amounts already paid will be taken into account to avoid duplicate charges for the same service.
3. Returns Due to Product Issues or Our Error
If a watch is confirmed to have a manufacturing defect, arrives damaged, or an incorrect item was shipped due to our error, THORN will provide an appropriate remedy. The customer-related 5% processing fee and US$20 original outbound shipping deduction will not apply. We will arrange or cover reasonable return shipping where applicable and required.
4. Order Cancellation Before Shipment
Contact us promptly if you wish to cancel an order before shipment. If you cancel for a customer-related reason, a 5% payment processing fee may be deducted from the refund where the processing cost is actually incurred, non-refundable and the deduction is permitted by applicable law. The US$20 outbound shipping deduction does not apply to orders that have not shipped.
If we cancel because an item is unavailable or due to an error on our part, no customer-related processing fee applies. Once an order has shipped, the applicable return procedure will apply instead.
5. Two-Year Limited Warranty
THORN-branded watches purchased directly from our official website include a two-year limited warranty against manufacturing defects arising during normal intended use. The warranty covers manufacturing-related faults affecting the movement or other components.
The warranty does not ordinarily cover normal wear and tear, cosmetic scratches, accidental damage, drops, impacts, misuse, use beyond stated product specifications, unauthorized repairs or alterations, or loss or theft. We will assess claims individually and may offer inspection, repair, replacement or another appropriate remedy depending on the issue and applicable law.
Please contact our team before arranging third-party repairs or returning a watch.
6. How to Request a Return or Warranty Service
- Email sales@thornwatches.com with your order number.
- Describe the reason for your request and include supporting photos or video where appropriate.
- Our support team will review your request, explain any applicable fees and provide return or service instructions.
- After any required inspection, we will confirm the appropriate refund, repair or replacement arrangement.
Do not send products back before receiving return instructions.
7. Refunds
Approved refunds will normally be issued to the original payment method. The time for funds to appear depends on your bank or payment provider.
Questions? Contact sales@thornwatches.com.
