Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at creativemind@thethornlessrose.co.uk.  

You can return goods to us via the Post Office to:

The Thornless Rose

PO Box 8648

HEANOR

DE7 0GN

The parcel should contain:

• The item(s) you purchased that you wish to return in their original condition.
• Your original order number with your details, clearly stating which item(s) you are returning and the reasons why you are returning the goods.

You will need to pay for the postage but we will refund the delivery charge if we have made an error in our despatch or if the item received is faulty or unfit for purpose, unless you have decided to keep part of the received order.

We are unable to accept any responsibility for items that are lost or damaged in the post. You must ensure that your items are securely packaged, and obtain a proof of posting.

If you need advice on returning by post, please contact us through our contact us form.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can do our best to resolve the situation.

Exceptions / non-returnable items
We cannot accept returns on custom products (such as special orders or personalized items) Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is having arranged a return, sending the item you have, and once the return is accepted, we can send your exchange out to you.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund too.

Refused on Delivery

If a parcel is returned to us marked as delivery refused or has been sent back due to unpaid import/customs taxes, shipping charges will not be refunded. The total refund order will be subject to a 10% restocking charge.