Refund policy

Refund and Returns Policy

This Refund and Returns Policy (“Policy”) governs the return, refund, and exchange of merchandise purchased from This & That Store (“Company,” “we,” “us,” or “our”). By placing an order through our website, you (“Customer,” “you,” or “your”) agree to the terms set forth herein.


1. Eligibility for Returns

1.1. The Company accepts returns for most merchandise within thirty (30) days of the date the item is confirmed delivered to the Customer.

1.2. To qualify for a return under this Policy, the merchandise must meet all of the following conditions:

  • Original Condition — The item must be in new, unused, and undamaged condition, free from signs of wear, misuse, alteration, or accidental damage.

  • Original Packaging — The item must be returned with all original packaging materials, including boxes, inserts, protective films, manuals, and accessories.

  • Completeness — All components, attachments, and included items must be present. Missing parts may result in denial of the return or a partial refund.

  • Proof of Purchase — A valid order number, receipt, or other acceptable proof of purchase must be provided.

  • Return Authorization — The Customer must obtain a Return Authorization (RA) before shipping any item back to the Company.

1.3. Items that show evidence of use, installation, modification, tampering, or damage caused by the Customer are not eligible for return.

1.4. Items returned without an RA number, or items shipped to an address not designated by the Company for returns, may be refused or returned to the Customer at the Customer’s expense.

1.5. The Company reserves the right to require photographic or video evidence of the item’s condition prior to issuing an RA.

1.6. The Company may, at its sole discretion, deny a return if the item does not meet the eligibility requirements set forth in this Section.

2. Non‑Returnable Items

2.1. The following categories of merchandise are strictly non‑returnable and are not eligible for refund, replacement, or exchange under any circumstances, except where prohibited by law:

  • Final‑Sale or Clearance Items — Products marked as “Final Sale,” “Clearance,” “Closeout,” or otherwise discounted as non‑returnable at the time of purchase.

  • Used or Installed Items — Any item that shows signs of use, installation, wear, or handling beyond what is necessary to inspect the product.

  • Damaged Items Caused by Customer — Items damaged due to misuse, negligence, improper installation, unauthorized repair, modification, or accidental damage.

  • Missing Components or Packaging — Items returned without essential parts, accessories, manuals, or original packaging materials.

  • Consumable Goods — Items intended for one‑time or limited use, including but not limited to batteries, adhesives, cleaning supplies, and similar products.

  • Personal‑Use Items — Products that cannot be resold for hygiene or safety reasons once opened (e.g., earbuds, grooming tools, protective gear).

  • Digital Products — Any digital download, software license, or electronically delivered item.

  • Customized or Special‑Order Items — Products made to order, customized, or sourced specifically at the Customer’s request.


2.2. Condition Assessment Rules

2.2.1. Upon receipt of a returned item, the Company will conduct a comprehensive condition assessment to determine eligibility for refund or exchange. This assessment includes, but is not limited to, inspection of physical condition, functionality, completeness, and packaging integrity.

2.2.2. An item shall be deemed ineligible for return if it exhibits any of the following conditions:

  • Physical Damage — Scratches, dents, cracks, chips, deformation, or any other cosmetic or structural damage not present at the time of delivery.

  • Signs of Use — Wear, residue, stains, odors, fingerprints, or any evidence that the item has been used, installed, or handled beyond reasonable inspection.

  • Missing or Altered Labels — Removal, alteration, or defacement of serial numbers, UPC codes, manufacturer labels, or security seals.

  • Tampering or Modification — Evidence of unauthorized repair attempts, opened casings, replaced components, or modifications to hardware or software.

  • Environmental Damage — Exposure to moisture, liquids, extreme temperatures, chemicals, dirt, or other contaminants.

  • Incomplete Returns — Missing accessories, manuals, cables, attachments, or original packaging materials.

2.2.3. The Company reserves the right to request photographic or video evidence from the Customer prior to approving a return, and may compare such evidence to internal records, including warehouse photos taken at the time of shipment.

2.2.4. If the Company determines that the item does not meet the return eligibility requirements, the Company may, at its sole discretion:

  • Deny the return;

  • Offer a partial refund based on the item’s diminished value; or

  • Return the item to the Customer at the Customer’s expense.

2.2.5. The Company’s assessment is final and binding, except where prohibited by applicable law.

3. Return Authorization Requirement

3.1. All merchandise returned to the Company must be accompanied by a valid Return Authorization (“RA”) number. No item will be accepted, processed, or refunded without an RA.

3.2. To obtain an RA, the Customer must follow the procedure outlined below:

Step 1 — Submit a Return Request

The Customer must contact the Company at support@thisthatstore.net and provide the following information:

  • Full name

  • Order number

  • Item(s) to be returned

  • Reason for return

  • Photographs or video evidence, if requested

For more detail, see Return Request Requirements.


Step 2 — Company Review

3.3. Upon receipt of the Customer’s request, the Company will review the submission to determine whether the item is eligible for return under Sections 1 and 2 of this Policy.

3.4. The Company may request additional information, including but not limited to:

  • Proof of purchase

  • Additional photographs or video

  • Confirmation of packaging condition

See Condition Assessment Rules for more detail.


Step 3 — Issuance of Return Authorization

3.5. If the return request is approved, the Company will issue an RA number along with detailed return instructions, including:

  • The designated return address

  • Required packaging standards

  • Any applicable return shipping label

  • The deadline by which the item must be shipped

3.6. RA numbers are valid for ten (10) calendar days from the date of issuance. Items shipped after the expiration of the RA may be refused.

See Return Shipping Rules.


Step 4 — Customer Ships the Item

3.7. The Customer must ship the item to the address provided by the Company and must:

  • Clearly display the RA number on the outside of the package

  • Use a trackable shipping method

  • Retain proof of shipment

3.8. The Company is not responsible for lost, delayed, or damaged return shipments.


Step 5 — Inspection and Final Determination

3.9. Upon receipt, the Company will inspect the returned item in accordance with the Condition Assessment Rules.

3.10. The Company will then issue a refund, partial refund, exchange, or denial based on the item’s condition and compliance with this Policy.

4. Return Shipping Requirements

4.1. Unless otherwise stated in this Policy, the Customer is responsible for all return shipping costs associated with sending merchandise back to the Company. Return shipping fees are non‑refundable, except where the return is due to a verified Company error or a confirmed product defect.

See Customer Shipping Responsibility.


4.2. Approved Return Shipping Methods

The Customer must use a trackable and insured shipping method when returning merchandise. Acceptable carriers include:

  • USPS

  • UPS

  • FedEx

  • DHL

The Customer must retain proof of shipment, including tracking number and carrier receipt.

See Trackable Shipping Requirements.


4.3. Packaging Standards for Returns

Returned merchandise must be packaged in a manner that ensures safe transit and prevents damage. The Customer must:

  • Use the original packaging whenever possible

  • Include all accessories, manuals, inserts, and protective materials

  • Securely seal the package to prevent loss or damage

Failure to meet packaging standards may result in denial of the return or a partial refund.

See Completeness Requirements.


4.4. Display of Return Authorization Number

The Customer must clearly display the Return Authorization (“RA”) number on the outside of the return package. Packages without a visible RA number may be:

  • Refused at delivery

  • Returned to the Customer at the Customer’s expense

  • Delayed in processing

See How to Request RA.


4.5. Return Shipping Deadlines

4.5.1. Once an RA is issued, the Customer must ship the item within ten (10) calendar days.

4.5.2. Items shipped after the RA expiration date may be refused or returned to the Customer.

4.5.3. The Company is not responsible for delays caused by the Customer’s failure to ship promptly.

See RA Validity Rules.


4.6. Lost, Delayed, or Damaged Return Shipments

4.6.1. The Company is not liable for return shipments that are lost, delayed, misdelivered, or damaged in transit.

4.6.2. The Customer must file any applicable claims directly with the carrier.

4.6.3. The Company may deny a refund if the returned item is not received or arrives in a condition inconsistent with the Policy.

See Condition Assessment Rules.


4.7. Prepaid Return Labels (When Applicable)

4.7.1. If the Company determines that the return is due to a verified defect or Company error, the Company may issue a prepaid return shipping label.

4.7.2. Prepaid labels must be used within the timeframe specified in the RA instructions.

4.7.3. Misuse of prepaid labels may result in denial of the return and additional charges.

See Defective Item Claims.


4.8. Unauthorized Returns

4.8.1. Any item returned without an RA, shipped to the wrong address, or shipped using an unapproved method may be refused.

4.8.2. Unauthorized returns may be returned to the Customer at the Customer’s expense or disposed of at the Company’s discretion.

5. Refunds

5.1. Refunds are issued to the original method of payment only.

5.2. Upon receipt and inspection of the returned item, the Company will determine whether the item meets the conditions of this Policy.

5.3. Approved refunds will be processed within three (3) to five (5) business days.

5.4. Shipping charges paid at the time of purchase are non‑refundable, except where required by law.

See Refund Processing Details.


6. Defective or Damaged Merchandise Claims

6.1. The Customer must report any claim of defective or damaged merchandise within seven (7) calendar days of the item’s confirmed delivery date. Claims submitted after this period may be denied at the Company’s sole discretion.


6.2. Definition of a Defective Item

For purposes of this Policy, a “defective item” is defined as merchandise that:

  • Fails to operate as intended due to a manufacturing defect

  • Arrives with non‑cosmetic damage that impairs functionality

  • Contains missing internal components not attributable to shipping damage

  • Exhibits electrical, mechanical, or structural failure upon initial use

See Physical Damage Rules and Environmental Damage Rules.


6.3. Exclusions from Defective Item Classification

The following conditions do not qualify as defects:

  • Damage caused by misuse, negligence, improper installation, or unauthorized modification

  • Normal wear and tear

  • Cosmetic imperfections that do not affect functionality

  • Issues resulting from failure to follow product instructions

  • Damage occurring after delivery due to Customer handling

See Non‑Returnable Item Rules.


6.4. Required Evidence for Defective Item Claims

To submit a defective item claim, the Customer must provide:

  • Clear photographs of the defect

  • Video demonstrating the malfunction (if applicable)

  • Images of packaging, labels, and serial numbers

  • A written description of the issue, including when it was first observed

Failure to provide requested evidence may result in denial of the claim.

See Condition Assessment Rules.


6.5. Company Evaluation of Defective Item Claims

6.5.1. The Company will review all submitted evidence and may request additional information. 6.5.2. The Company may compare Customer‑submitted evidence with internal warehouse records, including pre‑shipment photos. 6.5.3. The Company’s determination regarding whether an item is defective is final and binding, except where prohibited by law.

See Policy Interpretation Clause.


6.6. Remedies for Verified Defective Items

If the Company verifies that the item is defective, the Company may, at its sole discretion:

  • Issue a replacement item of the same model

  • Provide a prepaid return shipping label

  • Offer a full refund to the original payment method

  • Offer a partial refund if the Customer elects to keep the defective item

See Prepaid Label Rules.


6.7. Remedies for Items Damaged in Transit

If the item was damaged during shipping:

  • The Customer must report the damage within seven (7) days

  • The Customer must retain all packaging materials for carrier inspection

  • The Company may file a claim with the carrier on the Customer’s behalf

  • The Company may issue a replacement or refund once the claim is validated

See Return Shipping Rules.


6.8. Failure to Comply with Defective Item Claim Requirements

If the Customer fails to provide required evidence, fails to report the issue within the specified timeframe, or submits inconsistent or misleading information, the Company may:

  • Deny the defective item claim

  • Cancel any issued RA

  • Refuse future claims from the Customer

7. Exchange Eligibility

7.1. Exchanges are permitted only for merchandise that meets all return eligibility requirements outlined in Sections 1–4 of this Policy. 7.2. Exchanges are limited to the same item, the same model, or an item of equal value, subject to availability. 7.3. Exchanges for different items, upgraded models, or higher‑priced merchandise are treated as a new purchase, not an exchange.

See Return Eligibility Details.


7.2. Exchange Request Procedure

To request an exchange, the Customer must:

  • Submit a formal exchange request to support@thisthatstore.net

  • Provide all required information listed in the Return Request Requirements

  • Obtain a valid Return Authorization (“RA”)

  • Return the original item in accordance with the Return Shipping Rules

See Return Request Requirements and How to Request RA.


7.3. Condition Requirements for Exchanges

The item being exchanged must:

  • Be in new, unused, and undamaged condition

  • Include all original packaging, accessories, manuals, and components

  • Pass the Company’s Condition Assessment upon return Items that fail inspection may be:

  • Denied for exchange

  • Eligible only for a partial refund

  • Returned to the Customer at the Customer’s expense

See Condition Assessment Rules.


7.4. Exchange Shipping Rules

7.4.1. The Customer is responsible for return shipping costs associated with sending the original item back, unless the exchange is due to a verified defect or Company error. 7.4.2. The Company will cover outbound shipping for the replacement item only if the exchange is due to:

  • A defective item

  • An incorrect item shipped

  • A verified Company error

7.4.3. For all other exchanges, outbound shipping for the replacement item may be charged to the Customer.

See Return Shipping Rules.


7.5. Availability of Replacement Items

7.5.1. Exchanges are subject to inventory availability at the time the return is processed. 7.5.2. If the requested replacement item is unavailable, the Company may offer:

  • A refund

  • A store credit

  • An exchange for an item of equal value (Customer’s choice)

See Refund Processing Details.


7.6. Processing Time for Exchanges

7.6.1. Replacement items will be shipped only after the returned item has been:

  • Received

  • Inspected

  • Approved for exchange

7.6.2. Processing typically takes 3–5 business days, but may vary based on volume or item type.


7.7. Exchanges for Defective or Damaged Items

If the exchange request is due to a verified defect or shipping damage:

  • The Company may issue a prepaid return label

  • The Company may expedite the replacement shipment

  • The Customer may be eligible for a full refund instead of an exchange

See Defective Item Claims.


7.8. Non‑Eligible Exchange Situations

Exchanges will not be approved if:

  • The item is classified as non‑returnable

  • The item shows signs of use, installation, or tampering

  • The Customer fails to provide required evidence

  • The RA has expired

  • The Customer attempts to exchange for a higher‑priced item without paying the difference

See Non‑Returnable Item Rules.

8. Final Determination

8.1. The Company reserves the right to make the final determination regarding the condition of returned merchandise and eligibility for refund or exchange.

8.2. The Company may amend this Policy at any time without prior notice. The version in effect at the time of purchase shall govern.