RETURNS AND REFUNDS

We are committed to creating the best shopping experience for you, but we understand that sometimes an item might not suit you, and you may need to exchange or return it.

You can exchange or return your order within 14 days of receiving the package. This means you have 14 days from receiving your item to request a return. If more than 14 days have passed since you received the product, unfortunately, we cannot offer a refund or exchange.

To initiate a return, you can contact us at info@thompson-oxford.com, specifying your order confirmation number, full name, email or phone number, whether you want a refund or exchange, the reason for your request, and attaching photos of any defects. Once received, our customer service will forward your request to the relevant team for evaluation.

Eligibility criteria:

1. The returned item must be in the condition you received it.
2. The item must be unworn, unwashed, and returned in its original packaging with all associated labels. Otherwise, we reserve the right to refuse the return according to our sales terms.
3. If the item is NOT returned in the same condition as received, Thompson Oxford reserves the right to deny the exchange or refund.

Exchanges or refunds ARE NOT permitted in the following cases:

1. The customer ordered the wrong size, despite the availability of a size guide with measurements in cm on every clothing page.
2. The product was damaged by the customer after delivery.
3. The courier was unable to deliver the package, and Thompson Oxford declines all responsibility.
4. The courier marks the package as delivered, and Thompson Oxford declines all responsibility.
5. The customer fails to report defects within 24 hours of receiving the item, supported by photographs.
6. Failure to respond within 72 hours to Thompson Oxford's response to a return request.

Thompson Oxford reserves the right to request photos of the received item showing any defects or non-conformities via email.

IMPORTANT NOTE

We strive to provide accurate and detailed information about our products, including clear descriptions, technical specifications, and images. However, individual perception can vary. Personal expectations or subjective perceptions regarding colours, textures, materials, or aesthetics are not valid reasons for returns.

Key considerations:

• Colour Variations: Product colours displayed on our website may slightly differ from actual item colours. These differences are not considered defects and do not warrant a return or refund.
• Subjective Perceptions: Personal expectations are mitigated by size guides and product information provided on our website. These perceptions are not grounds for refunds.

If you have questions about our products before purchasing, please contact us for further clarification.

1. EXCHANGES

If the received item is the wrong size, you may exchange it for a different size or another product from our site. Items for exchange must be returned within 14 days of receiving the package. All instructions, including the return address, will be sent to your email after contacting us. Exchanges will be processed after the package is inspected at our main warehouse. Exchanges are not allowed for size errors caused by not consulting the size guide.

Note: We do not offer exchanges or refunds in case of delays. Contact us for questions about our return policy.

Size discrepancies of up to 1-3 cm from the size guide are considered acceptable and agreed upon at the time of purchase.

2. REFUNDS

Items must be returned with a tracking code shared with us to confirm receipt. Without a tracking code, refunds cannot be processed as receipt cannot be verified.

IMPORTANT: Return shipping costs are not covered by us. Refunds will be issued within 14 days of receipt at our main warehouse in Canada, to the original payment method unless otherwise specified.

Thank you for your understanding.