Return & Refund & Warranty Policy
7-Day Free Return/Refund Guarantee
You will enjoy this guarantee if you receive a damaged, wrong or unusable item. Please contact us within 7 days of receiving the package for a return/refund authorization.
Once we confirm the problem and your order is eligible for return or refund. We will shipping your a new items( free exchange), or full refund, or give you a partial refund as compensation.
Reasons for accepting returns/refund include, but are not limited to:
The color, style, pattern, or parameters do not match the description
Significant difference
Functional or performance issues
Wrong product
Poor workmanship or manufacturing defects
The product is damaged or defective
For new, unopened and non-custom items returns that do not affect the sale of products, the buyer shall return the products to the designated place and bear the return cost. We will refund the return in full after we receive the return and verify that it is correct (if any freight is incurred, the amount after deducting the freight of the buyer).
For personalized customized products, no refunds or returns are accepted once shipped unless there is a quality issue as these items have high costs and cannot be resold. Thank you for your understanding.
Warranty
Product warranty period: 30 Days
We provide a 30-day quality guarantee for easily damaged, fragile items such as case cover, bath balls from the date of purchase by the original purchaser. If there are any quality problems within 30 days, we will give you a refund, exchange or other satisfactory solutions.
We do not provide warranty for accessories, giveaway/gift items and rewards.
The Thksyo warranty covers any factory defects that may affect the proper function of the product you purchased. It does not cover human damage caused by human error, negligence, etc. (Read the following paragraphs for more details.)
If your product is defective, we will replace it for you free of charge, or give you a full or partial refund (as the case may be), please follow these instructions:
1.Send an email to support@thksyo.com with an appropriate subject line
2.Provide your order number and clearly describe your problem
3.Attach photos and videos to show what flaws your product has
4.If the photo/video provided is not enough to prove the stated problem, we will ask further.
Once we confirm that your item is defective due to a manufacturing issue, you need to request a return and follow the proper procedures. Once we receive the returned product, we will process your refund.
Thksyo will only be responsible for shipping costs for certain defective products within 30 days of delivery if:
The manufacturing problem of the product can be proven by video/photo.
After 15 days of received, if the item is claimed to be defective, we will partially refund it, replace it free of charge or refund it in full (as the case may be) if it is still under warranty. If it must be shipped back to thksyo so that we can check for any factory defects, the freight will be borne by the buyer. We only cover repair/replacement and return shipping costs (excluding any possible local taxes/import/processing fees).
* Note: Warranty coverage procedures may vary by product and issue. If you encounter any questions, please contact support@thksyo.com immediately. If you do not receive a response by email within 3 working days, please contact us via our website or Discord to check. Failure to do so and the resulting deterioration of product condition may limit or void your warranty.
Once we have received your returned item and verified its condition within 2-3 business days, we will process your item refund within approximately 5 business days. If your order has incurred shipping costs, non-quality issues will not be refunded, we will only refund the amount paid for the product; If the quality is the problem, we will bear the freight.
Only one free local return per order. If you have multiple items in your order and decide to return them separately, only the first return for that order is free. Subsequent returns will incur shipping costs, which will be borne by the buyer.
In order to extend the free return period to 60 days, customers have the option to purchase our extended return service. Simply select this service before payment to enjoy an extended return period.
The wrong item was received or the quantity was missing?
Usually, after receiving the package, please confirm the contents of the package and ensure that the package is in good condition before signing for it. All customers must take unpacking videos of sealed packages and packaging when opening packages and products. If you fail to provide us with the above information, any claims for errors or missing items will be void.
For incorrect/missing items, please email support@thksyo.com. The following details are required.
1) Send an email to support@thksyo.com with the correct subject line
2) Provide your order number and clearly state the problem
3) Attach a photo and unpacking video of your sealed package and packaging to show that your product is incorrect/missing. The shipping details must be clearly visible on the package.
Once the problem is confirmed, we will arrange a free replacement or refund (if applicable). For items claimed to be missing from a package or sealed product, an unpacking video is required. For the wrong product, thksyo will decide if you need to return the wrong item.
