Refund policy

We have a 7-day return and exchange policy, which means you have 7 days after receiving your item to request a return or exchange. This includes weekends. All returns and exchanges are subject to approval. There will be a 20% restocking fee for all returns. The invoice for this must be paid before we will refund if approved. 

To be eligible for a return, your item must be in the same condition that you received it, unworn, unwritten in, or unused, with tags, and in its original packaging, etc. You’ll also need the receipt or proof of purchase and order number that matches your name and shipping address. 

To start a return, you can contact us at info@thistleriver.com. All returns and exchanges are resolved on a case by case basis. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and will not be returned to shipper. 

If you are seeking a refund for an order placed with an incorrect mailing address, the refund will be denied. We will also not ship to a different address from the original shipped address. It is the Buyers responsibility to enter the correct mailing/shipping address. It is also on the Buyer to reach out to the mail carrier to forward or amend the shipping address, as once the package leaves our store, the package legally belongs to the recipient/Buyer. 

It is the buyers responsibility to place a claim through the mail carrier for any lost, stolen, misplaced, misdelivered, undeliverable, etc packages. Again, it is legally the Buyers package once it leaves our store. Please refer to tracking information sent via email. 

You can always contact us for any return question at info@thistleriver.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We require clear pictures/videos of the defected or flawed item. 

** Please note: This does NOT apply to boots purchased from our Oopsie Bins. Those boots and/or straws, toppers, and other items have been inspected and were deemed to have flaws, hence the reason why they were stocked in the Oopsie Bins and non-returnable or qualify for an exchange. Flaws can and will be either big or small and the customer is aware of this when purchasing from one of the Oopsie Bins. The Oopsie Bins are exclusive to our website and are not on any other selling platform we may use. 

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on final sale items, Oopsie Bin items, custom items, or gift cards.

Exchanges
If you are seeking an exchange, please contact us at info@thistleriver.com and once your exchange is approved within the first 7 days of receiving your item, you as the customer will mail the item back at your cost. Once the item is received, inspected and approved, we will charge you for the shipping of the new item and mail it to you. All exchanges are subject to approval. No exchanges for Oopsie Bin items or customs. The new item will only be mailed to the original mailing address. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. Our 10 business day period promise does not include how long your bank will take to receive the funds. As said before, we are NOT responsible for any incorrect shipping addresses or banking information. 

If more than 14 business days have passed since we’ve approved your return, please contact us at info@thistleriver.com.

Thistle River Company LLC 

6635 West Happy Valley Road
Suite A104-181
Glendale, AZ 85310