This Refund and Return Policy (“Policy”) governs the sales, return, and refund procedures for purchases made on www.thickcottontug.com (“Website”), which is operated by SpokojenyPes.cz s.r.o. (Registration Number: 28772563, VAT Number: CZ28772563, Registered and Warehouse Address: Štětkova 1638/18, 14000 Praha 4 – Nusle, Czech Republic, Email: thickened@thickcottontug.com, Telephone: +420 226227688).
We cater to consumers within Europe, and we are committed to processing all returns and cancellations in strict accordance with European Union consumer protection regulations and the statutory frameworks of our destination markets.
1. Right of Withdrawal (14-Day Cancellation Window)
In compliance with European Union consumer legislation, consumers residing within the European Economic Area (EEA) possess the statutory right to withdraw from their purchase agreement within 14 days without providing any justification.
Period: The withdrawal period expires exactly 14 days from the day on which the consumer, or a third party designated by the consumer (other than the carrier), acquires physical possession of the goods.
Notification: To exercise this right, you must notify our customer support team of your decision via email at thickened@thickcottontug.com within the specified 14-day timeframe.
Condition of Goods: To qualify for a return under this provision, items must be returned in their original condition, unused, unaltered, and completely suitable for resale.
2. Return Address and Shipping Expenditures
All authorised returns must be dispatched directly to our fulfilment facility in the Czech Republic at the following address:
Cost Allocation: Unless otherwise mandated by applicable local mandatory laws, the direct costs associated with returning the goods under the right of withdrawal shall be borne entirely by the consumer.
3. Damaged, Defective or Incorrect Items
If you receive an item that exhibits a manufacturing defect, has been damaged during transit, or does not match the specifications of your order, please contact our support team immediately via thickened@thickcottontug.com.
Evidence Requirement: There is no requirement to physically return the damaged or defective item to us. Consumers are simply required to provide clear photographic evidence of the defect or damage via email.
Resolution: Upon formal verification of the submitted digital evidence, we will arrange for either a full refund or a replacement dispatch, depending on the factual circumstances and the consumer’s preference.
Timeline: Assessment and the initiation of the agreed resolution are typically completed within 48 hours of receiving the comprehensive photographic evidence.
4. Delivery Delays and Carrier Investigations
We cooperate with established premium logistics providers, including DHL, FedEx, and UPS (Priority services), to facilitate prompt transit across Europe.
Delayed Shipments: If a delivery exceeds the standard estimated transit timeframe, please report the delay to our official email address.
Investigation: Upon receipt of your query, we will immediately initiate an official investigation with the relevant carrier to determine the precise status of the consignment.
Outcome: Following the carrier’s formal reporting, if the parcel is confirmed as lost or severely disrupted due to factors outside the consumer’s control, we will proceed with a full refund or a replacement shipment based on the factual findings.
5. Refund Issuance and Payment Methods
Once a refund is approved and finalised, the funds will be reversed using the exact payment method utilised during the initial transaction.
The accepted and authorised payment methods on our website comprise:
Credit/Debit Cards: Visa, Mastercard, American Express
Mobile Payments: Apple Pay, Google Pay
Digital Wallets: Other applicable compliant digital wallet options serving European consumers.
Processing Duration: The time required for the refunded amount to reflect on your statement depends entirely on the processing protocols of your bank, card issuer, or digital wallet provider. This process is typically concluded within 7 to 14 days.
