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RETURN AND REFUND POLICY
PARTS: Parts may be returned within the 30 day period. Parts can be returned using a THOR provided prepaid shipping label for $9 which will be deducted from the refund costs. You can also provide your own label instead for the return.APPLIANCES: Unopened Appliances eturned will be charged a 25% freight cost (based on original invoice value).Opened or repackaged appliances (Open-Box) will be subject to a 25% freight cost, and +15% repackaging fee (covers inspection, condition assessment, and re-boxing). For defects outside the return period, a 2-year warranty is included with all new appliances and a 90-day warranty for renewed appliances.
FAILED DELIVERY: Appliances returned to our warehouse due to failed delivery are subject to a 15% restocking fee. This fee applies to cover handling and processing costs. To the exception of the order being returned due to damage or defect. Any part orders returned to our warehouse due to a failed delivery will be fully refunded without the initial shipping charges.
MAKING A RETURN
For thorkitchen.com and thorkitchenparts.com returns, please fill out the form here. We do not allow any exchanges. If you would like to make an exchange, you must initiate a return for the original order and replace a new one for the product you would like.
WRONG ITEM RECEIVED
Please notify us within 24-48 hours of order delivery if you had received the incorrect order. To submit for a re-shipment please fill out the form here and select option #4 in the reasoning box. Once submitted we will work with you to re-ship the correct product.
LOST SHIPMENTS
Please refer to your tracking number provided with your shipment confirmation.For packages that indicate were delivered but never received, or for orders not delivered but lost, please fill out the form here.
REFUNDS
Refunds are issued 7 to 10 business days after the return is processed.
CANCELLING AN ORDER
Order cancellation requests are not guaranteed. Typically, once an item has been shipped the order will not be cancellable. A return request must be made once the item arrives to its destination. To submit a return or a cancellation request, fill out the form here.
CUSTOMER SUPPORT
Main Directory: (877) 288-8099Our customer service agent will be contacting you during normal business hours (excludes weekends and holidays).Business Hours (Pacific Standard Time):Monday – Friday: 7:00 AM to 3:00 PMSaturday and Sunday: Closed
Thank you!
THOR Kitchen Customer Service Department