Refund policy
Return & Refund Policy
At Thunderbird Canyon, we are committed to delivering high-quality, custom-made products that are tailored specifically for you. Because each product is uniquely created for your order, we have a specific return and refund policy. Please read through our policy below to understand our guidelines.
1. Custom-Made Products
Almost all products sold on our website are made to order, which means they are created specifically for you. As such, we are unable to accept returns or exchanges for reasons such as sizing errors, change of mind, or color discrepancies. However, we always strive to ensure your satisfaction and will be happy to assist you with any issues you may experience.
Rug Return Policy:
We handle rug returns on a case by case basis. However, customers wanting to return a rug can expect to pay for return shipping and a 25% restocking fee. The remaining 75% of the rugs value will then be refunded to the customer. Please make sure to measure your area and double check your purchase at checkout to avoid any hassle.
2. Damaged or Defective Products
Your satisfaction is our top priority. If your product arrives damaged, defective, or not as described, please contact us within 7 days of receiving your order. To help us resolve the issue quickly, kindly provide:
- A photo of the damaged or defective item.
- A description of the problem.
After reviewing the details, we will offer you a replacement, store credit, or full refund depending on the situation.
3. Wrong Order
If you receive the wrong item (e.g., incorrect size, color, or design), please notify us within 7 days of receiving your order. We will arrange for a replacement or a full refund after verifying the issue.
4. Exchanges
As our products are custom-made, we do not offer direct exchanges. If you ordered the wrong size, color, or design, please contact us as soon as possible, and we can help you place a new order. We will issue a refund for the original item if it qualifies for a return (e.g., damaged, defective, or incorrect).
5. Return Shipping Costs
Customers are responsible for the cost of return shipping, unless the item is defective or incorrect. We recommend using a trackable shipping service for returns to ensure the product is safely returned.
6. How to Contact Us
If you believe you have received a damaged or incorrect item, please reach out to our customer support team:
- Email: support@thunderbirdcanyon.com
- 951-234-7803
Please include your order number and any relevant details to help us address the issue quickly.
7. Refund Processing Time
Once we have received the returned item (if applicable), we will process your refund to your original payment method. Please allow 7-10 business days for the refund to appear, depending on your payment provider.
8. Sale Items
Items marked as "final sale" or "discounted" are not eligible for returns or refunds unless damaged or defective.
9. Order Cancellations
You may cancel your order within 24 hours of placing it. After this period, we are unable to make changes or cancel your order as production typically begins shortly after payment is processed.