Thomas Henry US: Refund and Return Policy

Last updated: September 10, 2026

We want you to enjoy what you ordered. Because we ship a perishable food product in glass, our policy is built around fixing problems quickly rather than accepting returns.

The short version

•          Cancel before it ships and you get a full refund.

•          Once your order ships, all sales are final. We do not accept returns of product you simply changed your mind about.

•          If it arrives damaged, defective, or wrong, we make it right. Tell us within 7 days.

Cancelling an order

Contact us at info@thomas-henry.com as soon as possible with your order number.

If we receive your request before your order has shipped, we will cancel it and issue a full refund to your original payment method.

Once an order has entered fulfillment or shipped, we cannot cancel it. Orders typically enter fulfillment within one business day, so please reach us quickly.

Returns

All sales are final once an order has shipped.

We are not able to accept returns of unwanted product. Our mixers are a consumable food product, and once a case has left our control we cannot verify how it was stored or handled, which means we cannot resell it. Accepting returns would mean either destroying returned inventory or reselling product we cannot stand behind, and neither is acceptable.

This does not affect any right you may have under applicable law, and it does not affect the remedies below.

Damaged, defective, or incorrect orders

If your order arrives damaged, if a product is defective, or if you received the wrong item, we will replace it or refund it.

Contact info@thomas-henry.com within 7 days of delivery with:

•          your order number

•          a description of the problem

•          photos showing the issue, and for damage, photos of the shipping carton as well

Please keep the product and packaging until your claim is resolved.

Once we approve a claim, we will send a replacement of the affected units at no cost to you, or issue a refund for those units if a replacement is unavailable. In most cases you will not need to return anything. If a return is required, we will provide a prepaid label.

We may ask for additional information or photos where a claim is unclear, and we reserve the right to decline claims that are inconsistent with the evidence provided or that come from a pattern of repeated claims.

Lost or stolen packages

If tracking shows your package was delivered but you cannot find it, see the Missing and Late Deliveries section of our Shipping Policy.

We are not responsible for packages confirmed as delivered by the carrier. We will help you file a claim with UPS.

Refund timing

Approved refunds are issued to your original payment method.

We process refunds within 3 business days of approval. Your bank or card issuer then takes an additional 5 to 10 business days to post the credit to your account. That second window is outside our control.

You will receive an email confirmation when we issue the refund.

Subscriptions

Subscription orders are covered by this policy in the same way as one-time orders.

To stop future subscription orders, cancel in your account or contact us. Cancelling a subscription does not automatically refund an order that has already shipped. See Section 6 of our Terms of Service for full subscription terms, including cancellation cutoffs.

Promotional and free items

Free gifts, samples, and promotional items have no cash value and are not refundable.

If you received a free item as part of a promotion tied to an order that is later refunded, the value of the promotion may be deducted from your refund unless the free item is returned or the refund was for damage or our error.

Gift orders

If you received Thomas Henry as a gift and it arrived damaged, contact us at info@thomas-henry.com within 7 days of delivery. We will arrange a replacement. Refunds on gift orders are issued to the original purchaser’s payment method.

Questions

Email info@thomas-henry.com with your order number.

UNDONE Americas, Inc., operator of the Thomas Henry US online store, 8 The Green, #6818, Dover, DE 19901.

Thomas Henry US store legal terms, draft v1. Prepared by 3PMG, September 9, 2026. This is a commercial draft to support legal review. It is not legal advice, and 3PMG is not a law firm. Have qualified counsel review before publishing.