Thank you for shopping with Thrillhouse Limited via staging.thrillhouse.com.ng. We strive to provide quality products and excellent customer service. This Refunds and Returns Policy explains the conditions and process for returning products and obtaining refunds. By purchasing from our website, you agree to this policy.
1. Conditions for Returns
We accept product returns under the following conditions:
- Timeframe: Returns must be initiated within 7 calendar days from the date of delivery.
- Product Condition: The product must be unused, in its original condition, and in the original packaging, including all accessories, manuals, and documentation.
- Proof of Purchase: A valid receipt or order confirmation must be provided.
- Non-Returnable Items: Certain items are ineligible for returns, including:
- Items damaged due to misuse, improper installation, or negligence.
- Custom or personalized products.
- Products explicitly marked as non-returnable at the time of purchase.
2. How to Initiate a Return
To initiate a return, follow these steps:
-
Contact Customer Support:
- Email us at admin@staging.thrillhouse.com.ng with your:
- Order number
- Reason for return
- Photos of the product (if the return is due to damage or defect).
- Email us at admin@staging.thrillhouse.com.ng with your:
-
Approval Process:
- Once your return request is reviewed, we will email you approval or further instructions within 3 business days.
-
Return Shipping:
- Approved returns must be shipped to the address provided in the return approval email.
- Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item delivered or defective product).
3. Refunds
Refunds will be processed as follows:
a. Eligibility
- Once we receive and inspect the returned product, we will notify you of the refund status within 7 business days.
- If the product meets the return criteria, a refund will be issued.
b. Refund Method
- Refunds will be issued to the original payment method used during purchase.
- Processing times may vary depending on your financial institution.
c. Deductions
- If applicable, return shipping costs or restocking fees (up to 10% of the product price) may be deducted from your refund.
4. Exchanges
Exchanges are permitted for defective or incorrect items. Contact us at admin@staging.thrillhouse.com.ng within 7 calendar days of delivery to arrange for an exchange.
5. Damaged or Defective Products
If your product arrives damaged or defective:
- Notify us within 48 hours of delivery by emailing admin@staging.thrillhouse.com.ng with photos of the damage or defect.
- We will offer a replacement, repair, or refund, as appropriate, at no additional cost to you.
6. Non-Returnable Scenarios
We cannot process returns or refunds for:
- Products returned after 14 days without prior approval.
- Items with missing components or packaging.
- Products damaged due to user error or unauthorized repair attempts.
7. Customer Support
For any questions or concerns regarding this policy or to request a return:
- Email: admin@staging.thrillhouse.com.ng
- Phone: Provided in your order confirmation email.
- Physical Addresses:
- Shop 3 & 4, OAU Campus Gate, Ile Ife, Osun State.
- 15 Kafi Street, Alausa, Ikeja, Lagos.
- No. 6 Oshitelu Street, Directly Opposite GTBank, Computer Village, Lagos.
- Moremi Hall Car Park, OAU, Ile-Ife.
8. Changes to This Policy
We reserve the right to update or modify this policy at any time. Changes will be posted on this page with the effective date. Your continued use of our Website constitutes acceptance of the updated policy.
At Thrillhouse Limited, we value your satisfaction. We aim to make returns and refunds as smooth and fair as possible. Thank you for choosing us!