Refund policy
At Thunderbirds Digital Outpost, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help. Nothing in this policy affects your statutory rights under UK law.
1. Your Right to Cancel (Distance Selling) As this is an online purchase, you have the right to cancel your order at any time before it is dispatched, or within 14 days of receiving your goods, without giving any reason. To exercise this right, please contact us at ThunderbirdsDigitalOutpost@gmail.com before or as soon as possible after delivery.
2. 30-Day Return Window (Change of Mind) If you wish to return an item because you have changed your mind, you must notify us within 30 days of receiving your order. Once you have notified us, you then have a further 14 days to return the item to us. If we are not notified within the initial 14-day window, we are unable to accept a change-of-mind return.
3. Faulty, Damaged, or Incorrectly Described Items Your rights for faulty or misdescribed goods are separate from our change-of-mind returns policy and are protected under the Consumer Rights Act 2015:
- Within 30 days of delivery: you are entitled to a full refund.
- Within 6 months of delivery: we will offer a repair, replacement, or refund if the item cannot be fixed.
- After 6 months: you retain the right to claim for faults that were present at the time of purchase.
If your product arrives damaged or defective, we will cover the cost of return shipping. Please contact us and attach photos where possible to help us resolve the issue quickly.
4. Shipping Costs (Change of Mind Returns) For change-of-mind returns, you are responsible for the cost of return shipping. Original shipping costs are non-refundable. We recommend using a tracked service, as we cannot be responsible for items lost in transit on their way back to us.
5. Eligibility for Returns To be eligible for a change-of-mind return, your item should be:
- Unused and in the same condition that you received it.
- Ideally in its original packaging with all accessories included (though this alone will not be the sole basis for refusing a return).
- Accompanied by your Order Number as proof of purchase.
Exceptions – Sealed Hygiene Products For hygiene and health reasons, certain products are only eligible for return if they remain completely unopened and in their original sealed packaging. This includes:
- Teeth whitening strips
- Chewing gum and oral care consumables
If the seal has been broken or the packaging opened, we are unable to accept the return due to health and hygiene regulations. This does not affect your statutory rights in the event of a damaged or defective product.
6. How to Initiate a Return To start a return, please contact us at ThunderbirdsDigitalOutpost@gmail.com with your Order Number and the reason for the return. If the item is damaged, please attach photos. We will respond with instructions on where to send your package. Please do not send your purchase back to the manufacturer without contacting us first.
7. Refunds Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund. If approved, we will process your refund within 14 days of receiving the returned item. The credit will then appear on your original payment method within 5–10 business days depending on your bank or card provider.
