Refund and Returns Policy

At Thoroad, we strive to deliver a great shopping and listening experience with all our headphones. If you aren’t fully satisfied with your headphone purchase, we offer a simple, hassle-free return and refund process. Please read this dedicated post-sales policy to learn about return eligibility, deadlines, fee rules and step-by-step procedures.

1. Return & Exchange Eligibility

1. Time Limit: You must submit your return request within 30 calendar days of receiving your headphones. We will not accept non-defective return requests once this window expires without an official product defect inspection report.
2. Product Condition for Non-Defective Returns:
    

   The headphones may only be opened for inspection, with no signs of extended wear. They must be free of scratches, chipped paint, stains, sweat marks, worn ear cushions, bent or damaged cables, and other cosmetic wear from use.

   All original components including the main headset, charging case and ear tips must remain intact. Every original item must be complete with no damage or alterations: factory box, packaging bags, user manual, warranty card, original accessories and hang tags. Nothing can be missing, and the set must be resellable.

3. Non-Returnable Scenarios
    

   We reserve the right to reject all return shipments and deny service requests for any of the following cases:

• Clearance final-sale headphones and store gift cards
• Special edition headphones marked “Final Sale / Non-Returnable” on product pages
• Headphones damaged by customer misuse: scuffs from daily wear, self-disassembly, modifications, water exposure, drops, force-bent cords or unauthorized self-repairs
• Units missing original packaging, accessories or warranty cards; items with heavy stains, odd odors or deep scratches that prevent resale
• Products returned after the 30-day window with no official defect verification report

2. Step-by-Step Return Request Process

1. Contact Support: Email our team at sss567892@outlook.com. Clearly state your order number, headphone model and reason for returning. Attach photos of the item if available to speed up review.
2. Receive Return Instructions: After verifying your order, our support team will send you a dedicated return shipping address, packing guidelines and full instructions within 1–2 business days.
3. Ship Your Item: Securely repack the headphones along with every original accessory and box to avoid extra damage in transit. You must ship via a fully trackable courier. If you’re returning due to personal preference, poor fit or general dissatisfaction (no manufacturing defects), you will cover all return shipping fees.
4. Refund or Exchange Processing: Once our warehouse receives your package, our team will thoroughly inspect the headphones for cosmetic damage and full functionality. If your unit passes inspection, we will immediately issue your refund or ship out your replacement pair.

3. Refund Terms

1. After our warehouse confirms your headphones meet all return standards, refunds will be processed and credited back to your original payment method within 5–10 business days.
2. Original shipping fees paid at checkout are non-refundable, except in cases of manufacturing defects, incorrect items shipped or missing accessories.
3. If you do not see your refund posted after 10 business days, first reach out to your bank or payment provider to check for delayed transaction processing. Contact our support team only after confirming no record of the refund exists on your end.

4. Exchange Guidelines

1. Within the 30-day window and with your headphones in perfect resellable condition, you may request an exchange for the same model in a different color or variant.
2. All exchanges depend on current inventory availability. If your requested color or model is out of stock, we will reach out to coordinate with you and issue a full refund upon your agreement.
3. Exchanges are limited to identical model swaps only. Cross-model or cross-category exchanges are not permitted.

5. Policy for Damaged, Defective or Incorrect Orders

6. Who Covers Return Shipping Fees

1. Customer-initiated non-defective returns (dislike, poor fit, impulsive purchase, wrong color choice, no factory defects): You pay all round-trip shipping costs.
2. Our-fault returns (manufacturing defects, transit damage, wrong item shipped, missing parts): Thoroad covers all return and replacement shipping charges.
    

   Important Note: Always ship returns with a fully trackable courier. You bear full responsibility for lost or damaged packages while in transit back to our warehouse.

7. Troubleshooting Delayed or Missing Refunds

1. Review recent transaction statements on your bank or payment app to check for overlooked deposits.
2. Credit card and third-party payment platforms often hold funds for processing delays — contact your financial provider first to check the refund status.
3. If no refund record appears after full verification, email sss567892@outlook.com with your order number and screenshots of your transaction history for manual support.

8. Final Sale & Non-Returnable Headphone Items

9. Contact Us