Return and Refund Policy

Return and Refund Policy

Refunds and Return Policy
Last Updated On 20-July-2025
Effective Date 07-May-2022

Thank you for shopping at Thoughts Made.

If, for any reason, you are not completely satisfied with a purchase, please review our policy to which terms are applicable regarding refunds and returns for any products that you purchased with us below:

Definitions

For the purposes of this Return and Refund Policy:

Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Thoughts Made.

Goods refer to the items offered for sale on the service.

Orders mean a request by you to purchase goods from us.

Service refers to the Website.

Website refers to Thoughts Made, accessible from http://www.thoughtsmade.com

You mean the individual accessing or using the service, or the company, or other legal entity on behalf of which such individual is accessing or using the service, as applicable.

Your order Cancellation Rights

You are entitled to cancel your order within 30 days without giving any reason for doing so.

The deadline for canceling an order is 30 days from the date on which you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement. You can inform us of your decision by:

By email: [email protected]

By visiting this page on our website: http://www.thoughtsmade/contact-tm/

By phone number: +27 066 216 0024

Conditions for Returns

In order for the goods to be eligible for a return, please make sure that:

  • The goods were purchased in the last 30 days
  • The goods are in the original packaging
  • Proof of purchase is provided

Conditions of Refunds

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

We will reimburse you no later than 14 days from the day on which we receive the returned goods. We will use the same means of payment as you used for the order, and You will not incur any fees for such reimbursement.

Our fulfillment service offers Refunds For:

  • Damaged or Defective Items:If a customer receives a product that is damaged or defective, our fulfillment service will offer a replacement or a refund. Photographic proof of the damage may be required.
  • Incorrect Items: If the customer receives the wrong item (e.g., wrong size, color, or design), our fulfillment service will also offer a replacement or refund.
  • Carrier Errors or Invalid Addresses:If a package is returned due to a carrier error or an invalid address provided by the customer, our fulfillment service will offer to reship the order. 

Our fulfillment service Does NOT Offer Refunds For:

  • Buyer’s Remorse: Our fulfillment service does not offer refunds if a customer simply changes their mind about an order. 
  • Customer Mistakes: If a customer orders the wrong size or makes a mistake in the design, Printful does not offer refunds. 

Important Considerations:

  • Time Limits: Claims for damaged, defective, or incorrect items must be submitted within 30 days of product delivery. 
  • Replacement vs. Refund: Our fulfillment service may offer a replacement instead of a refund, depending on the situation. 
  • Return Shipping: If a product is returned to our fulfillment service due to a customer’s mistake or a failed delivery attempt, the customer will be responsible for the return shipping costs. 
  • Reshipping: If a return is due to our fulfillment service’s error or a carrier issue, they will reship the order at their expense. 

In summary, Thoughts Made and our fulfillment service’s refund policy is focused on addressing quality issues and errors on their part. They do not generally cover customer remorse or mistakes. 

In order for the goods to be eligible for a return, please make sure that:

  • The goods were purchased in the last 30 days
  • The goods are in the original packaging
  • Proof of purchase is provided

Late or missing refunds:

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

The following goods cannot be returned:

  • The supply of goods made to your specifications or clearly personalized.
  • The supply of goods which according to their nature are not suitable to be returned deteriorate rapidly or where the date of expiry is over.
  • The supply of goods that are not suitable for return due to health protection or hygiene reasons was unsealed after delivery.
  • The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Only regular-priced goods may be refunded. Unfortunately, goods on sale cannot be refunded. This exclusion may not apply to you if it is not permitted by applicable law.

Returning goods

Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you notice an issue on the products or anything else on the order, please submit a problem report.

Our fulfillment facility does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons.

Unclaimed returns get donated to charity after 30 days.

Unclaimed – Shipments that go unclaimed are returned to our fulfillment facility.  Unclaimed returns get donated to charity after 30 days.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Before sending an item for a return – It is best to advise and to contact us before returning any products. Except for Customers residing in Brazil, we do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges. Customers residing in Brazil and regretting a purchase must contact our Customer Service and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be possible.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Notification for EU consumers:

According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods that were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons, therefore our manufacturer reserves rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

Packages sent out from our US and Mexico fulfillment centers are returned to our Charlotte or Dallas facility.

The addresses below should be used only for product returns and not for legal correspondence.

  • US & Mexico: 217 Wrangler Drive, Coppell, Texas, 75019
  • Canada: Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4, Canada
  • Latvia: Lidostas parks, Marupe, Marupes nov., LV-2167, Latvia
  • Spain: Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain
  • UK: Antar 2 Headway Road, Wolverhampton, West Midlands, WV10 6PZ
  • Australia:
    • Apparel orders: 40 Tanimbla Street, Kedron, Queensland 4031
    • Non-apparel orders (except phone cases): 338 Albert St, Brunswick VIC 3056
    • Phone cases: 6 Axis Crescent, Dandenong South VIC 3175
  • Japan: Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto prefecture, 863-0101
  • Brazil: Rodovia Santos Dumont, 4791 (Antigo KM 3,5), Armazém 111, Galpão 02, Empreendimento Caxias Park. Parque Paulista. CEP 25251-460. Duque de Caxias – RJ, Brasil

All other types of correspondence (notices, letters, etc.) sent to the addresses above will be returned to the sender, as we’re not legally permitted to open correspondence that’s not addressed to us

Non-eligible refunds:

Wrongly ordered sizes won’t be eligible for refunds from our manufacturer’s side either. We make everything on-demand, so requesting a size exchange would mean producing an entirely new product.

If you have not entered the correct shipping address and the package is lost, then we will take no responsibility to issue a refund or to re-order the items(s) which were ordered originally.

Only regular-priced items may be refunded. Sale items cannot be refunded.

Damaged goods

However, if a damaged or mislabeled item was accidentally let through our quality control, or was damaged during shipment, we take full responsibility and provide a free replacement. (No refunds are done for buyer’s remorse)

If something arrives damaged, send a photo of the damaged goods to [email protected]. Keep in mind that the whole item should be visible in the image. We’ll take a look and get in touch with you about the next steps. To complete your return, we require a receipt or proof of purchase

Order lost in transit

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you. Claims deemed an error on our part are covered at our expense.

We may ask for your help before doing that, like confirming that the shipping address was correct. It would also be good to double-check that you got in touch with the shipping carrier to try to locate the lost order.

Keep in mind that if tracking information states an order was delivered but you think you haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at our expense.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

By email: [email protected]

By phone number: +27 066 216 0024

By visiting this page on our website contact us page