Refund policy
Refund Policy — draft
We want you to feel confident buying from us, so here's exactly where you stand.
Returns
You have 14 days from receiving your order to request a return. This is the minimum period required by UK law for online purchases, and it's the window we work to.
To be eligible, your item needs to be unused, in its original condition, and in its original packaging.
To start a return, email us at info@thrivecreations.org. It really helps us to know why you're returning something — if you're able to share your reason, we'd be grateful.
- If the return is because of something on our end — a damaged item, the wrong item, a fault — we'll send you a prepaid return label and refund you in full, including your original delivery charge.
- If you've simply changed your mind, you're welcome to return it, but you'll be responsible for the cost of sending it back, and we won't be able to refund the delivery charge from your original order. As a small business, we can't absorb that cost on change-of-mind returns.
Once we've received your request, we'll send you instructions on how and where to send your item back. Please don't send anything back before requesting a return first — items sent without this step can't be accepted or refunded.
Questions about a return? Email us any time at info@thrivecreations.org.
Damages and issues
Please check your order as soon as it arrives, and get in touch straight away if anything's damaged, faulty, or not what you ordered — we'll sort it out.
Exceptions
Custom or personalised items can't be returned unless they arrive faulty. Sale items and gift cards aren't eligible for return either. If you're unsure whether your item qualifies, just ask.
Exchanges
The quickest way to exchange something is to return your original item, and once that's confirmed, place a new order for what you'd like instead.
Refunds
Once we've received and checked your return, we'll let you know whether it's been approved. Approved refunds go back to your original payment method within 10 business days — your bank may take a little longer to show it. If it's been more than 15 business days since we approved your refund and you still haven't seen it, email us at info@thrivecreations.org.