Returns and Refunds
We want you to enjoy every THRSTY product you purchase. If you have any problems or want to make a return, please email us at sales@thrsty.com
This website is operated by THRSTY Labs Ltd. Throughout the site, the terms "we", "us", "our" and "the company" refer to THRSTY Labs Ltd. THRSTY Labs Ltd offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.
Cancellation rights under the Consumer Contracts Regulations 2013
Subscription
If you wish to cancel your subscription service, there is no fixed term to this option other than the first 14 days outlined in the next sentence. A new customer cannot order and cancel their subscription within the first 14 days or before receiving the product. The product must be dispatched and trialled by the customer before attempting cancellation. After the first 14 days you may cancel at any point if you wish to do so, but the cancellation period may take up to two working days. Please note that you will still be charged for any box which is dispatched before we receive your notice of cancellation.
If, within the first 14 days of the order being processed, a returning customer receives the product and wishes to obtain a refund, the item must be returned in its original condition with no damage and in suitable retail condition for future use. If this is adhered to, the company will refund the customer the full amount excluding postage and packaging costs, which cover our expenses to pack and dispatch the initial order. The customer must pay for their own postage and packaging to return the goods. On receiving the goods, the company will check their condition and only then will a refund be issued. Please include your name and order number so it is clear the package is yours. Please allow 2-3 working days for the refund to return to your bank account. After 14 days, the company reserves the right to refuse any refund.
Please return all goods to: THRSTY RETURNS, 24-7 Steller Packing, Units V X and Y, Paddock Wood Distribution Centre, Paddock Wood, Kent, TN12 6UU.
Notwithstanding the preceding paragraphs, the company shall have no obligation to repay any monies or refund any subscriptions that have been actioned in the period prior to the customer cancelling any such subscription, nor shall the company be liable for any actual or perceived losses arising by the customer following the cancellation of a subscription.
Should a customer wish to cancel their subscription and the monies have already left the customer's bank account, the company reserves the right to refuse a refund. In exceptional circumstances a refund may be applied at the sole discretion of the company. It is the responsibility of the customer to ensure cancellation has occurred at least 48 hours before the monies are due to leave their bank account. Cancellation can be completed within the customer's account online. If an order has been processed, it cannot be stopped or pulled from our system under any circumstances. Once processing begins, the order is locked in and will continue through to dispatch.
THRSTY Bottles and Non-Subscription Goods
You have the right to cancel orders for goods bought online during a period of 14 days, beginning with the day after the day on which you receive the goods, and receive a refund. This 14-day refund offer does not apply to any subscription service unless the customer is within the first 14 days of their subscription. Customers outside the UK have 14 days to cancel orders under these rights.
If the customer wishes to rely on their statutory rights, they are required to cover the cost of returning the cancelled items to THRSTY. All refunds will be made within 30 days of notice of cancellation. The items must be returned in their original condition with no damage and in suitable retail condition for future use. If this is adhered to, the company will refund the customer the full amount. After the 14-day refund period has lapsed, customers are entitled to a maximum of 60% of the value of their returned goods. If certain goods of a bundle package are to be kept, the value of those goods will be deducted from the final refund amount. If a bottle has been used by the customer, THRSTY reserves the right to refuse a refund due to contamination. The customer must pay for their own postage and packaging to return the goods.
Please return all goods to: THRSTY RETURNS, 24-7 Steller Packing, Units V X and Y, Paddock Wood Distribution Centre, Paddock Wood, Kent, TN12 6UU.
Should a customer wish to cancel their order and the monies have already left the customer's bank account, the company reserves the right to refuse a refund.
Damages and Incorrect Goods
We will cover the costs associated with replacing damaged or incorrect goods and refund any charges associated with returning damaged or incorrect goods where this is required. Amendments to orders can be made by contacting THRSTY via email and only when permission is granted. If an order has already been dispatched, postage costs will apply.
Products Returned Exceeding the Cancellation Period
Please email sales@thrsty.com quoting your order reference number.
How to request a return or refund for damaged or incorrect goods
Please email sales@thrsty.com quoting your order reference number and stating the reason for the return or refund. If products are damaged upon arrival or do not objectively meet the description given on the website, please email us to arrange a return within 14 days of receipt. You are legally obliged to take reasonable care of the goods while they are in your possession. If you require a refund due to a damaged product, we will refund the value of your order for those goods plus the cost of return postage from the UK and other territories. Refunds will be made within 7 days of our receipt of the returned goods.