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Help

Returns

Returns

ThruDark is dedicated to the quality of our products and the satisfaction of our customers. However, should you not be satisfied with your purchase, items can be returned for a refund or exchange within 30 days after your order is delivered.

In order to be eligible for a refund, your item or items must be returned in an identical condition to that in which it or they were received by you, defining this condition as: new, unworn, unaltered; displayed in its original packaging with all tags still attached.

Returns that do not meet this criteria will be refused. Returns made in accordance with these conditions will be credited to the original payment method and will be made within 30 days from receipt of return.

Unwanted goods must be returned using a traceable, reliable and insured method. You can use our Easy returns methods using Collect+ or InXpress where the amount of £5.00 for UK returns, £10.00 for Europe/North America returns & £30.00 for any returns in Asia, Africa, South America, Antarctica or Oceania – this will be deducted from your refund amount. If you are exchanging your product this is completely free, no matter where you are in the world.

If you choose to not use our returns methods, the return postage must be pre-paid and all returned goods must be fully insured for the credit amount you expect, unfortunately, we aren’t able to refund for any costs incurred by using your own method of postage unless your item is faulty or this has been agreed prior to returning your item with our customer service department.

Should the return parcel incur loss or damage using your own returns method, you will be liable for the costs associated with said loss or damage.

Please follow the returns procedure for your area and please allow 7 working days for UK returns/exchanges and 14 working days for Worldwide returns/exchanges from the date of dispatch.

In case of questions or if you need assistance please contact our support team at [email protected], or use the chat function via our website.

*WE HAVE A STRICT, NO VISITORS POLICY AT OUR HQ*

Read our returns procedure carefully

Package your return in a box or postage bag

Print your label using our returns methods

Receive your returns exchange

Exchanges

You may be eligible to exchange an item should you need to change the item for a colour or size exchange.

Please note: that ThruDark is not obliged to agree to make any exchange and is entitled to treat any attempted exchange of goods as a simple return. Notwithstanding the above, any exchanges are subject to availability.

In order to be eligible for an exchange, your item or items must be returned in an identical condition to that in which it or they were received by you, defining this condition as: new, unworn, unaltered; displayed in its original packaging with all tags still attached.

All sizing or colour exchanges are free of charge and can be done easily using our UK or Worldwide returns procedure below. If you chose to not use our own returns or exchange procedures then we will not be liable for any costs incurred.

Please follow the returns procedure for your area and please allow 7 working days for UK returns/exchanges and up to 14 working days for Worldwide returns/exchanges.

In case of questions or if you need assistance please contact our support team at [email protected], or use the chat function via our website.

Read our returns procedure carefully

Package your return in a box or postage bag

Print your label using our returns methods

Receive your returns exchange

UK Returns Procedure

Please visit our UK Easy Collect+ returns portal to make your UK based return (more information on International returns below).

You can use your own returns provider, please print and complete our returns form and use the address provided and include this in your parcel for return. We are unable to refund any pre-paid postage costs using your own returns methods.

Click here to view our UK returns portal

Any further queries please get in touch at [email protected]

Worldwide Returns Procedure

Please visit our Worldwide Returns Portal to make your Worldwide return.

You can use your own returns provider, please print and complete our returns form and use the address provided and include this in your parcel for return. We are unable to refund any pre-paid postage costs using your own returns methods.

Click here to view our Worldwide Returns

Any further queries please get in touch at [email protected]

Warranty Enquiries

If you believe your item is faulty and you have had the item for longer than 30 days please refer to our Warranty Policy, we offer easy repairs and a common-sense lifetime warranty on all ThruDark outerwear products.

With any warranty enquiry, we kindly ask that you provide a comprehensive detailed account of the specific issues. Please also include any imagery to further explain the issue/problem. We also require a copy of the original invoice/order number and for you to contact our customer services department on [email protected] with the above information. You will then be able to use our pre-paid returns procedures to send your product back to us.

How not to return an item

What to return your item in?

At ThruDark we pride ourselves in the quality and shipping of our products of them to you in the best possible materials.

We will endeavour to exchange/refund any return promptly so that we can resolve any direct needs.

However, returning items in the below state or similar, can simply not be accepted by us. When returning an item to us, it must be in a re-sellable condition, unused, and with the tags still on and in suitable returned packaging to ensure the product is not damaged in any way.

Any item returned to us in this state will simply be refused, we pride ourselves in our products & how we send them, so should you.

If you have any questions please contact [email protected]

Anything else?

Contact the base at [email protected]