Return Policy

Our Return Policy

At Thomreonphakau, we want you to be completely satisfied with your purchase of our zero-toxin baby laundry detergents. If you are not satisfied with your order, we offer a straightforward returns process in accordance with UK consumer rights legislation.

Return Timeframe

You have 30 days from the date of delivery to return any unused or unopened products for a full refund. For products that have been opened or partially used, returns are accepted within 14 days of delivery, subject to the conditions outlined below.

Eligible Returns

To be eligible for a return, your item must meet the following criteria:

  • The product must be in its original packaging
  • The product must be unused or minimally used (at least 80% remaining)
  • The product must be returned in a resalable condition
  • You must provide proof of purchase (order number or receipt)
  • The return must be initiated within the specified timeframe

Non-Returnable Items

The following items cannot be returned:

  • Products that have been used more than 20%
  • Items without original packaging or labels
  • Products damaged due to misuse or improper storage
  • Items returned after the specified return period
  • Custom or personalized orders (unless defective)

How to Return an Item

Step 1: Contact Us

Before returning an item, please contact us to initiate the return process. You can reach us by:

Please provide your order number and reason for return. We will respond within 2-3 business days with return instructions.

Step 2: Package Your Return

Once you receive return authorization, please:

  • Package the item securely in its original packaging, if possible
  • Include the original receipt or order confirmation
  • Include a note with your order number and reason for return
  • Use a trackable shipping method

Step 3: Send Your Return

Send your return package to:

Thomreonphakau Returns
Unit 4, Workshops
Port Rd
Carlisle CA2 7AJ
United Kingdom

Please note: You are responsible for return shipping costs unless the item is defective or we made an error with your order.

Refunds

Processing Time

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 10 business days, and a credit will automatically be applied to your original payment method.

Refund Amount

For returns of unopened products within 30 days, you will receive a full refund of the purchase price. For opened products returned within 14 days, we will refund the purchase price minus a 10% restocking fee if the product is in resalable condition.

Damaged or Defective Items

If you receive a damaged or defective product, please contact us immediately. We will arrange for a replacement or full refund at no cost to you. You may be asked to provide photos of the damaged item for our records.

Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired product.

Late or Missing Refunds

If you haven't received a refund yet, first check your bank account or credit card statement. Then contact your bank or credit card company, as it may take some time before your refund is officially posted. If you've done all of this and you still have not received your refund, please contact us.

Consumer Rights

This return policy does not affect your statutory rights as a consumer in the United Kingdom. Under UK law, you have the right to return goods that are:

  • Not as described
  • Not of satisfactory quality
  • Not fit for purpose
  • Faulty or damaged

For more information about your consumer rights, visit the UK Government website.

Questions

If you have any questions about our return policy, please contact us:

Email: contact@thomreonphakau.world
Phone: +44 1020 569874
Address: Unit 4, Workshops, Port Rd, Carlisle CA2 7AJ, United Kingdom
Business Hours: Monday - Friday: 9:00 AM - 5:00 PM