Returns & Refund Policy

At Thomas Group, we are committed to ensuring your satisfaction with every purchase. However, to maintain the integrity and quality of our products, we have specific guidelines regarding returns and refunds. Please read the details below to understand our policy.

Warranty Policy

• New Parts: We offer a 12-month warranty on all new parts purchased from our website. The warranty period begins from the date of delivery.
• Remanufactured Units: We provide a 6-month warranty on all remanufactured units. The warranty period also begins from the date of delivery.

This warranty covers manufacturing defects and failures under normal use. It does not cover damage caused by misuse, unauthorized alterations, or improper installation.

No Returns on Non-Faulty Items

We do not accept returns for parts that are not faulty. This includes items that have been:

• Used or installed,
• Removed from their original packaging,
• Not returned in their original condition.

Please ensure that you verify the suitability of the part before installation. We are happy to assist you with any questions before purchase to help you make the right choice.

Returning Faulty Goods

If your item is faulty or develops a fault within the warranty period:

• Contact Us: Please contact our customer service team at [email protected] with details of the fault, your order number, and any relevant photos.
• Return: We may ask you to return the faulty item to us for inspection. If the item is confirmed to be faulty, we will repair, replace, or refund the item, depending on the circumstances.
• Shipping Costs: If the item is found to be faulty, we will cover the cost of returning the item to us and sending a replacement (if applicable).

Refund Process

• Processing Time: Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, a refund will be processed within 7-10 working days and automatically applied to your original method of payment.
• Partial Refunds: In some cases, only partial refunds may be granted (if the item is not in its original condition, is damaged, or missing parts not due to our error).
• Late or Missing Refunds: If you haven’t received a refund yet, please check your bank account again, then contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please contact us at [email protected].

Exemptions

Please note the following items are exempt from being returned unless faulty:

• Items made to your specification or personalized for you.
• Perishable goods such as food, flowers, or newspapers/magazines.
• Gift cards.

Exchange Policy

If you need to exchange a faulty item for the same product, please contact us at [email protected]. Exchanges are subject to stock availability.

Changes To This Policy

We reserve the right to modify this Returns and Refunds Policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website.