Refund policy
RETURN & REFUND POLICY
THORNVIQUE | MINIMALIST CASUAL MENSWEAR
Website: https://Thornvique.store
Customer Support: contact@Thornvique.store
Last Updated: 13 October 2026
1. INTRODUCTION
At THORNVIQUE, customer satisfaction is important to us. We are committed to providing a straightforward, fair and transparent shopping experience.
We understand that occasionally a purchase may not meet your expectations. This Return & Refund Policy explains your rights and the procedures for returning products, requesting refunds, reporting damaged or faulty items, and exercising your statutory consumer rights.
Our policy is intended to comply with applicable United Kingdom consumer protection legislation, including:
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Consumer Rights Act 2015
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Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
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Consumer Protection from Unfair Trading Regulations 2008, where applicable
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Other applicable UK consumer protection legislation
Nothing in this policy excludes, restricts or diminishes your statutory rights.
2. OUR 30-DAY RETURNS POLICY
THORNVIQUE offers a voluntary 30-day returns policy for eligible products.
Customers may request a return within 30 calendar days of receiving their order.
For a return under this additional commercial policy, the following conditions apply:
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The product must be in its original condition.
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The product must be unworn, unused and free from damage caused after delivery.
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The product must be returned with its original labels, tags and accessories, where supplied.
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Proof of purchase must be provided.
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The product must be securely packaged to prevent damage during return transit.
Customers may try on clothing to assess its size, fit and suitability.
These commercial return conditions do not restrict your legal right to cancel an eligible online purchase or your statutory remedies for faulty, damaged, misdescribed or non-conforming goods.
Returns that do not meet our voluntary policy conditions may be declined where permitted by law.
3. YOUR STATUTORY RIGHT TO CANCEL
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing eligible goods online generally have the right to cancel their order without providing a reason.
You may notify us of your decision to cancel at any time from placing your order until 14 calendar days after the day on which you, or a person nominated by you other than the carrier, receives the goods.
Where an order contains multiple products delivered separately, the cancellation period generally expires 14 calendar days after receipt of the final product.
To exercise this right, contact:
Email: contact@Thornvique.store
Your cancellation request must clearly communicate your decision to cancel. You may use the cancellation form provided at the end of this policy, but doing so is not mandatory.
Sending your cancellation notification before the applicable deadline is sufficient to exercise your statutory right.
Following cancellation, you must return the products without undue delay and no later than 14 calendar days after notifying us of your decision.
Where statutory cancellation rights apply, you may inspect and try on goods as you reasonably would in a physical shop. Any deduction for diminished value will be limited to what is legally permitted.
4. HOW TO REQUEST A RETURN
To request a return, please contact our Customer Support Team.
Email: contact@Thornvique.store
Please include:
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Your full name.
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Your order number.
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The email address associated with your purchase.
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The product or products you wish to return.
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Your reason for returning the product, if you wish to provide one.
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Photographs where the product is damaged, faulty or incorrect, if available.
Our Customer Support Team will provide information about the return process and the appropriate return address.
Please do not send products to an address that has not been designated for returns.
However, customers exercising their statutory cancellation rights are not required to obtain prior approval, and failure to receive a response from us does not invalidate a cancellation properly communicated within the legal deadline.
5. RETURN SHIPPING COSTS
For returns made under our voluntary 30-day returns policy because of personal preference, incorrect sizing or a change of mind, customers are responsible for the direct cost of returning the products unless we agree otherwise.
For statutory cancellations, customers are responsible for direct return costs where this has been disclosed before purchase, unless applicable law requires otherwise.
THORNVIQUE will cover reasonable and necessary return shipping costs where products are:
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Faulty or defective.
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Damaged on arrival.
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Incorrectly supplied.
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Not as described.
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Otherwise non-conforming with applicable statutory requirements.
Where appropriate, we may provide a prepaid return label or arrange an alternative return method at no additional cost to the customer.
We recommend using a tracked delivery service and keeping proof of postage for returns arranged independently.
6. REFUNDS AND PROCESSING TIMES
Once your return is received, we may inspect the product to confirm its condition and determine the applicable refund arrangements.
For statutory cancellations, refunds will be issued without undue delay and no later than 14 calendar days after:
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The date we receive the returned goods; or
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The date you provide evidence that you have sent the goods back, if earlier.
Where we have offered to collect the goods, the applicable refund deadline will be calculated in accordance with statutory requirements.
Refunds will be made using the original payment method unless you expressly agree to another method.
We will not charge any administration or processing fee for a statutory refund.
Your bank or payment provider may require additional time to display the funds in your account.
We will inform you when your refund has been processed.
For accepted returns under our voluntary 30-day policy that fall outside statutory cancellation rights, we aim to process refunds within 14 calendar days after receiving the returned goods.
7. ORIGINAL DELIVERY CHARGES
Where a customer exercises their statutory right to cancel an entire eligible order, THORNVIQUE will refund the original standard delivery charge, where applicable.
If a customer selected an enhanced or express delivery service, we are not required to refund the additional amount paid above the cost of our least expensive standard delivery option.
Where standard delivery was free, there will be no original standard delivery charge to reimburse.
Delivery refunds for partial returns or returns under our voluntary commercial policy will be assessed in accordance with the applicable terms and statutory requirements.
8. FAULTY, DAMAGED OR INCORRECT ITEMS
We take care to ensure that orders are supplied accurately and products meet the expected standards of quality.
If you receive an item that is faulty, damaged, incorrect or not as described, please contact:
We encourage customers to report such issues as soon as reasonably possible.
Please provide your order number, a description of the problem and any supporting photographs available.
Under the Consumer Rights Act 2015, products must be:
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Of satisfactory quality.
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Fit for their intended purpose.
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As described.
Where goods fail to meet these standards, customers may be entitled to a refund, repair, replacement or price reduction.
In most circumstances, consumers have a short-term right to reject non-conforming goods within 30 days.
After that period, statutory rights to a repair or replacement, and potentially a price reduction or final rejection, may apply.
During the first six months following delivery, a fault is generally presumed to have existed at delivery unless the trader can establish otherwise or the presumption is incompatible with the goods or fault concerned.
Legal rights may continue beyond six months, subject to applicable limitation periods and other statutory requirements.
THORNVIQUE will not charge customers for reasonable and necessary costs associated with remedies required by law.
9. EXCHANGES
We understand that customers may occasionally wish to exchange an item for a different size, colour or style.
To request an exchange, contact:
Exchanges under our voluntary policy are subject to product availability and the applicable return conditions.
Where an exchange is unavailable, customers may request an eligible return and place a new order for their preferred item.
If a product is faulty or does not conform to the contract, your statutory rights to an appropriate remedy remain unaffected.
We will not require a customer to pay additional costs where a replacement is required by law.
10. NON-RETURNABLE PRODUCTS AND EXCEPTIONS
Certain products may be excluded from cancellation rights where an applicable statutory exception exists.
These may include:
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Products made to the customer's specifications or clearly personalised.
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Sealed goods that are unsuitable for return for health protection or hygiene reasons and have been unsealed after delivery.
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Other goods falling within a specific exception under applicable consumer protection legislation.
An item being discounted, purchased during a promotion or described as a sale item does not, by itself, remove statutory cancellation or consumer rights.
Products cannot be excluded from statutory remedies solely because they are classified as non-returnable under a commercial policy.
11. SALE ITEMS AND PROMOTIONAL PURCHASES
Products purchased during sales, seasonal promotions, special offers or discount campaigns remain subject to applicable statutory consumer rights.
Eligible promotional purchases may also be returned under our voluntary 30-day returns policy, subject to its terms.
Where a promotion involves several products, complimentary items or bundled offers, the refund will be calculated fairly and in accordance with the original transaction and applicable law.
Customers may be asked to return complimentary items associated with a refunded promotional purchase where this was clearly disclosed as part of the offer and is legally permissible.
Any applicable statutory refund entitlement will always be respected.
12. PARTIAL RETURNS
Customers may request to return individual eligible items from an order containing multiple products.
Where a statutory cancellation applies to one or more eligible items, the refund and any related delivery charges will be determined in accordance with the law.
For voluntary partial returns, refunds will normally correspond to the amount paid for the returned item, taking account of any applicable promotional terms.
THORNVIQUE will not apply arbitrary deductions or administrative charges to statutory refunds.
13. LOST OR DAMAGED RETURNS
Customers are encouraged to use an appropriate tracked delivery service when returning goods independently.
Please retain the tracking reference and proof of postage until your return has been resolved.
Where a statutory cancellation applies, proof that goods have been sent back may establish the deadline by which we must issue the refund.
Responsibility for lost or damaged returned goods will be determined in accordance with applicable law, including the circumstances of the return and the shipping arrangements.
Where we provide a return label or arrange collection, we will address any issues with the appointed delivery provider.
14. ORDERS LOST OR DAMAGED IN TRANSIT
THORNVIQUE is responsible for ensuring that products are delivered to customers in accordance with applicable consumer protection legislation.
Where we arrange delivery, the risk of loss or damage generally remains with us until the goods come into the physical possession of the customer or a person nominated by the customer, other than the carrier.
If your parcel is lost, damaged in transit or marked as delivered but has not arrived, please contact us.
We will investigate the matter with the delivery provider and provide the remedy required by law.
Customers will not be required to pursue claims directly against a carrier appointed by THORNVIQUE as a condition of exercising their statutory rights.
15. UNDELIVERED ORDERS
If your order has not arrived within the agreed delivery period, please contact our Customer Support Team.
Under applicable UK consumer law, goods must generally be delivered within 30 days unless a different delivery period has been agreed.
Where delivery is delayed, customers may have the right to require delivery within an appropriate additional period or cancel the contract in circumstances provided by law.
If a customer is legally entitled to terminate a contract for non-delivery, THORNVIQUE will provide the required refund without undue delay.
For assistance, email:
16. CANCELLING AN ORDER BEFORE DISPATCH
If you wish to cancel your order before it has been dispatched, please contact us as soon as possible.
We will endeavour to process cancellation requests promptly.
If your order has already entered the shipping process, you may still exercise your statutory cancellation rights where applicable.
We will not refuse a valid statutory cancellation solely because an order has already been dispatched.
17. REFUND PAYMENT METHOD
Refunds will normally be issued through the payment method originally used to place the order.
Alternative refund arrangements may be made where expressly agreed with the customer and permitted by law.
We do not require customers to accept store credit instead of a monetary refund where a monetary refund is required by law.
Refunds will be made without additional fees imposed by THORNVIQUE.
18. PROOF OF PURCHASE
We may request reasonable evidence that a product was purchased from THORNVIQUE.
Acceptable evidence may include:
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Order confirmation emails.
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Order numbers.
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Purchase receipts.
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Payment transaction records.
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Other reasonable evidence establishing the purchase.
An original receipt is not the only acceptable form of proof.
We will assess the available information fairly and in accordance with applicable consumer protection laws.
19. FAIR USE AND PREVENTION OF ABUSE
THORNVIQUE reserves the right to investigate suspected fraudulent return requests or deliberate misuse of our voluntary returns policy.
We may request reasonable supporting information where necessary.
Any decisions will be made fairly and will not override statutory cancellation rights or remedies for faulty or non-conforming products.
Customers will not be penalised for legitimately exercising their consumer rights.
20. STATUTORY CONSUMER RIGHTS
This policy operates alongside, and does not replace, the protections available under United Kingdom law.
The principal legislation relevant to consumer returns and refunds includes:
Consumer Rights Act 2015
Establishes statutory requirements for the quality, fitness for purpose and description of goods, together with remedies for goods that do not conform to the contract.
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Establishes cancellation rights and information requirements for eligible distance-selling transactions, including online purchases.
Consumer Protection from Unfair Trading Regulations 2008
Contains protections relating to unfair commercial practices, to the extent applicable alongside current legislation.
Nothing in this Return & Refund Policy is intended to exclude or restrict any rights that cannot lawfully be excluded or restricted.
21. CHANGES TO THIS POLICY
THORNVIQUE may update this Return & Refund Policy from time to time to reflect changes in our operations, customer service procedures or applicable legal requirements.
The latest version will be available on our website:
Any changes will not retrospectively remove statutory rights or contractual entitlements arising from purchases made before the changes took effect.
22. CONTACT INFORMATION
For questions regarding returns, refunds, exchanges, cancellations or your statutory consumer rights, please contact:
THORNVIQUE
Website: https://Thornvique.store
Email: contact@Thornvique.store
Our Customer Support Team will aim to respond as promptly as reasonably possible and assist with resolving your enquiry fairly.
23. MODEL CANCELLATION FORM
If you wish to cancel an eligible contract, you may use the following form.
To: THORNVIQUE
Email: contact@Thornvique.store
I hereby give notice that I cancel my contract of sale for the following goods:
Products ordered:
Order number:
Date ordered:
Date received:
Customer's full name:
Customer's address:
Customer's signature (only if this form is submitted on paper):
Date:
You are not required to use this form. Any clear statement of your decision to cancel is acceptable.
THORNVIQUE — MINIMALIST CASUAL MENSWEAR
Effortless Style. Everyday Confidence.
Website: https://Thornvique.store
Customer Support: contact@Thornvique.store
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