Return & Exchange Policy

Thank you for shopping at THMINS Dart Mats. We want you to be satisfied with your purchase. If you are not entirely satisfied with your order, we are here to help.

1. Return Window

We accept return and exchange requests within 30 days from the date you received your item.

If 30 days have passed since your delivery date, unfortunately, we cannot offer you a refund or exchange.

2. Return Conditions & Eligibility

To be eligible for a return or exchange, please ensure that:

• The item must be unused and in the same condition that you received it.
• The item must be returned in its original packaging.
• The item must not be damaged, stained, altered, or missing parts.
• A receipt or proof of purchase, such as an order number, is required.

Items that do not meet these conditions may not be eligible for a refund or exchange.

3. Return Process

To initiate a return or exchange, please follow these steps:

Step 1: Contact Us First

Please contact our customer service team by email at thmins@gmail.com with your order number and the reason for the return or exchange.

If the item is damaged, defective, or incorrect, please also include clear photos of the product and packaging.

Step 2: Wait for Return Approval

Our customer support team will review your request within 24-48 business hours.

Once your return request is approved, we will provide the official return shipping address and detailed return instructions by email.

Step 3: Ship the Item Back

Please pack the item securely and ship it back to the return address provided by our customer service team.

We recommend using a trackable shipping service. Please email us the return tracking number after the package has been shipped.

Important Note: Please do not send your purchase back to the original sender's address shown on the shipping package. This may be a fulfillment warehouse or third-party shipping location and may not be our return center. Returns sent to the wrong address may be lost, delayed, or unable to be processed.

We will only accept returns sent to the specific return address provided by our customer service team via email.

4. Return Shipping Fees

Return shipping costs depend on the reason for the return or exchange.

If the return is due to our error

If the return or exchange is due to our error, such as receiving a defective, damaged, or incorrect item, we will review the issue and may cover the return shipping cost or provide another suitable solution.

If the return is due to customer preference

If the return or exchange is due to customer preference, such as ordering the wrong item, changing your mind, or no longer wanting the product, the customer is responsible for paying the return shipping costs.

Shipping costs are non-refundable unless the return is due to our error or otherwise required by law.

5. Restocking Fees

We do not charge any restocking fees for eligible returns.

However, returned items must meet our return conditions. Items that are used, damaged, altered, missing parts, or not returned in their original packaging may be rejected or may only qualify for a partial refund.

6. Refunds & Processing Time

Once your return is received and inspected, we will send you an email to confirm that we have received the returned item.

We will also notify you whether your refund has been approved or rejected.

If approved, your refund will be processed to your original method of payment.

Please note that it may take 5-10 business days for your bank, credit card provider, or payment provider to process and post the refund to your account.

7. Exchanges

If you would like to exchange an item, please contact us first at thmins@gmail.com.

Exchanges are subject to product availability. If the requested item is not available, we may offer a refund or another available option.

8. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible and provide:

• Your order number
• Photos of the damaged or incorrect product
• Photos of the packaging
• A brief description of the issue

We will review the information and help provide a suitable solution, which may include a replacement, refund, or other resolution depending on the situation.

9. Non-Returnable Items

The following items may not be eligible for return or exchange:

• Items returned after the 30-day return window
• Used, damaged, stained, or altered items
• Items not returned in their original packaging
• Items missing parts or accessories
• Items returned without proof of purchase
• Items sent back without prior return approval

10. Refused or Undeliverable Packages

If a package is refused, returned due to an incorrect address, or cannot be delivered because of customer-provided shipping information, any return shipping costs, reshipping costs, or related carrier fees may be deducted from the refund where applicable.

11. Contact Information

For any questions regarding our Return & Exchange Policy, please contact us:

• Company Name: Changzhou Thmins Lighting Co., Ltd.
• Brand: THMINS Dart Mats
• Customer Support Email: thmins@gmail.com
• Customer Support Phone: +86 137 7504 0431
• U.S. Customer Support Phone: +1 816 553 6293
• Physical Office Address: Weixing Village, Henglin Town, Wujin District, Changzhou, Jiangsu 213103, China
• Service Hours: Monday - Friday: 9:00 AM - 6:00 PM (GMT+8)

We aim to respond to all email inquiries within 24-48 business hours.