Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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

To start a return, you can contact us at hello@thoccollective.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

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.

You can always contact us for any return question at hello@thoccollective.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.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


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 too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@thoccollective.com.

THOC Collective Returns Policy

We want you to love your purchases, but we understand that sometimes things don’t work out. Below is our returns policy to ensure a smooth process.

 

Eligibility for Returns

Due to hygiene reasons, hair brushes and claw clips are not eligible for a refund.  


Faulty or Damaged Items

If your product arrives faulty or damaged, please contact us at hello@thocccollective.com  within 7 days of receiving your order. Be sure to include:

  • Your order number
  • A description of the issue
  • Photos of the product and packaging

We’ll arrange a replacement or refund as quickly as possible.


Return Process

  1. Email us at hello@thoccollective.com to initiate a return.
  2. Provide your order number and reason for return.
  3. Once approved, you’ll receive return instructions.
  4. Customers are responsible for return shipping costs unless the item is faulty.
  5. Returned goods must be received within 14 days of the date you received the order. 


Return Exceptions

We will not refund hair brushes or claw clips for hygiene reasons. 


    Refunds

    • Refunds will be processed within 7 business days of receiving the returned item.
    • Refunds will be issued to the original payment method.

    We do not cover the cost of returns, the customer is responsible paying for the return shipping. 

    Items should be returned new unused and with the original tag attached.

    Where there is a promotion included (ie complimentary clip or item) this will need to returned too if full order is being returned. 

    Returns that are damaged will not be accepted (please check your item before sending back).


    Free shipping 

    Where free shipping is offered in a promotion and a return is required the standard shipping fee will be deducted from the refund.

    Sale Items and discounted items 

        • No return on sale or discounted items 


    Accidental damage 

        • No returns 


    Exchanges

    We currently do not offer exchanges. If you need a different product, we recommend returning the original and placing a new order.

    If you have any questions about our returns policy, please don’t hesitate to contact us at hello@thoccollective.com

    Thank you for choosing THOC Collective.


    Shipping

    You are responsible for paying for the shipping costs to return an item. Shipping costs are non-refundable. If an item is returned to us after failure to deliver, you are liable for the shipping costs.

     

    Non-Delivery Of Items

    If your order is returned to us owing to one of the following issues:

    • Address incomplete or inaccessible
    • Addressee gone away
    • Parcel not called for

    Then you may either request a refund or for the item to be returned. Both options will be subject to postage fees. 

     

    Any Other Issues

    If there's anything wrong with your order, you have 14 calendar days for UK orders and 21 calendar days for International orders from the date of order to contact us via email and raise an issue. Any issues beyond this date will not be considered. 

     

    Contact Us

    If you have any questions on how to return your item to us, please contact us. 

    Send an email to hello@thoccollective.com and our team will aim to respond within 3 working days.