Returns & Refunds

Returns & Refunds Policy

At Thompson Toronto, we aim to provide a clear and transparent shopping experience. This policy outlines the conditions applicable to return and refund requests.

1. Return Request Window

Return requests may be submitted within 30 days from the date the order is physically received, as confirmed by the carrier’s tracking information.

All return requests must be submitted exclusively by email to:
info@thompsontoronto.com

Requests received after the 30-day period will not be accepted.

2. Conditions for Return Approval

To be eligible for a return, items must:

  • be unused, unworn, unwashed, and in original, like-new condition;

  • include all original tags, labels, and packaging;

  • show no signs of wear, stains, odours (including perfume, deodorant, or smoke), or damage;

  • not have been altered or modified in any way.

Items may be tried on briefly to assess size or fit but must not be worn beyond this purpose.

Placing multiple orders for the same item in different sizes or variations with the intention of returning unwanted items is not permitted. Where such behaviour is identified, Thompson Toronto reserves the right to refuse the return and decline any refund.

Following inspection, we reserve the right to:

  • refuse the return, or

  • issue a partial refund,
    if returned items do not comply with the conditions outlined above.

2.1 Sale Items & Promotions

Unless explicitly stated otherwise, items purchased on sale, with promotional discounts, or as part of limited-time offers are generally not eligible for return or exchange due to change of mind or personal preference.

In particular:

  • returns are not accepted for sale items ordered in the correct size but no longer wanted;

  • all return requests for sale items are reviewed on a case-by-case basis and may be refused.

Statutory consumer rights under applicable law remain unaffected, including rights relating to defective or non-conforming products.

3. Return Shipping Costs

All return shipping costs are the responsibility of the customer. This includes:

  • shipping costs to the return address;

  • any customs duties, taxes, or administrative fees imposed by carriers or authorities.

We do not provide prepaid return labels.
Original shipping fees are non-refundable, unless otherwise required by law or in the event of an error attributable to Thompson Toronto.

4. Return Address & Procedure

Due to our logistics model, returns must be sent to a designated returns facility.

Return procedure:

  1. Submit your return request by email to info@thompsontoronto.com within 30 days of receipt.

  2. Once approved, we will provide:

    • the full return address;

    • any instructions required for packaging and shipping documentation.

Customers are responsible for:

  • completing shipping details accurately;

  • providing correct and truthful customs declarations, where applicable;

  • selecting a suitable shipping carrier.

Refunds cannot be processed if a return is delayed or undelivered due to:

  • incorrect or incomplete return address;

  • missing or inaccurate shipping or customs documentation;

  • failure of the parcel to reach the designated returns facility.

5. Responsibility During Return Shipping

The customer bears full responsibility for return shipments.

We strongly recommend using a trackable shipping service and, for higher-value orders, insured delivery.

Thompson Toronto is not responsible for return packages that are lost, damaged, delayed, held by customs, or not delivered by the carrier.

Where tracking confirms delivery to the provided return address, the return will be considered received.

6. Refunds

Once returned items are received and successfully pass inspection:

  • refunds will be issued to the original payment method used;

  • refunds apply only to the item price, excluding any applied discounts;

  • original shipping costs and return shipping fees are non-refundable.

We reserve the right to:

  • wait until returned items are physically received, or

  • request valid proof of shipment, such as a carrier receipt with tracking,
    before processing a refund.

Refund posting times may vary depending on the bank, card issuer, or payment provider.

7. Incorrect Address & Failed Delivery

Customers are responsible for providing a complete, accurate, and up-to-date shipping address at checkout.

If an order cannot be delivered due to an incorrect or incomplete address:

  • no refund is required;

  • delivery is considered fulfilled if tracking confirms delivery to the address provided.

If you identify an address error immediately after placing an order, please contact us at info@thompsontoronto.com.
We may attempt to correct the address prior to dispatch, but changes cannot be guaranteed once processing has begun.

8. Defective or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us promptly at info@thompsontoronto.com and include:

  • your order number;

  • a clear description of the issue;

  • clear photographs showing the defect or error.

Following review, we may offer, at our discretion:

  • a replacement item (subject to availability);

  • store credit;

  • a partial or full refund.

Resolutions are assessed on a case-by-case basis, in accordance with applicable consumer protection laws.

9. Contact

For questions regarding returns, refunds, or this policy, please contact:

Thompson Toronto
Email: info@thompsontoronto.com