Refund policy

At Tharven, customer satisfaction and trust are at the core of our values. While we aim to provide products that meet high standards of quality, we understand that situations may arise where a return or refund is necessary. This combined Return and Refund Policy outlines the conditions, process, and timelines for returning products purchased from Tharven and receiving a refund. Our objective is to make this process fair, transparent, and easy to complete. Please also see our Shipping Policy and Terms of Service.

Section 1: Return Policy

Eligibility for Returns

A product may be returned under the following conditions:

The return request is submitted within 30 days from the date of delivery.
The product is unused, undamaged, and includes all original packaging, accessories, and tags.
You received an incorrect item, a defective product, or a damaged product (must be reported within 48 hours of delivery, supported by photo or video evidence).
The order was cancelled before shipment (in such cases, cancellation must be confirmed by our support team).

Conditions When Returns Are Not Accepted

To maintain fairness and quality, returns will not be accepted under these conditions:

The product shows visible signs of wear, customer-caused damage, or alteration.
The return request is made after 30 days from the delivery date.
The product is labeled as final sale or non-returnable at the time of purchase.
The item is returned without the original packaging, accessories, or tags.
The product is damaged during return shipping due to insufficient or improper packaging by the customer.

Return Label

For smooth and trackable returns, every item sent back to Tharven must be shipped with a valid return label.

If the return is due to our error (wrong, defective, or damaged item), our support team will provide a prepaid return label at no cost.
For all other return reasons (such as change of mind or preference), customers are required to purchase and arrange their own trackable return shipping label.
The product must be securely re-packed in its original packaging with all tags and accessories before shipping.
Returns shipped without a proper return label may be delayed, misrouted, or declined.

Return Process

1. Initiate a Return

Contact our support team at sales@tharven.online with your order number, product details, and reason for return.
Our team will confirm eligibility and send you the return address and instructions.

2. Prepare the Item

Ensure the product is unused, in its original condition, and packed with all tags, accessories, and protective packaging.
Attach your return label (the prepaid label we provide, or the label you purchased) to the outside of the box.

3. Ship the Item

Send the item to the return address provided by our support team. Please do not send returns without contacting us first.

4. Inspection and Approval

Once received, your return will be inspected within 1 business day.
You will be notified by email regarding the status of your return.

5. Next Step

If the return is approved, the next step (refund or exchange) will be initiated as described in this policy.
If the return does not meet eligibility, our team will provide a written explanation.

Return Shipping Costs

If the error is caused by Tharven (wrong product, defective or damaged item): Tharven will cover all return shipping costs.
If the return is initiated by the customer (change of mind, preference for a different option): the customer is responsible for return shipping costs.

Timeline for Returns

Inspection of returned item: within 1 business day of receipt.
Approval notification: within 1 business day after inspection.
Processing of refund or exchange: within 7 days after approval.
Bank/financial institution processing: an additional 2–5 business days may apply depending on your payment provider.

Exchanges

At Tharven, we accept exchanges for damaged or defective products. If you receive an item that is damaged or defective, we will gladly exchange it at no additional cost once the issue is reported and verified, provided the item is returned within the 30-day window with all original packaging and tags. Defective product exchanges are fully covered by Tharven.

Transparency and Fairness

At Tharven, we believe in clear and open communication. For that reason:

All return scenarios and conditions are explained in advance.
Customers are always informed in writing if a return is denied or adjusted, along with the exact reason.
If the error is on our side, we take full responsibility for correcting it.
There are no hidden fees or unexpected deductions.

Courier Damage

If the product is damaged while being handled or delivered by the courier, the issue will be treated as the responsibility of Tharven and the courier, not the customer. Please contact our customer support team so we can investigate the issue and provide a replacement, refund, or other appropriate resolution.

Section 2: Refund Policy

At Tharven, we aim to provide a clear, fair, and transparent refund process. Eligible refunds are issued according to the conditions and timelines described below.

Refund Eligibility

A customer may be eligible for a refund when:

An eligible product is returned within the 30-day return period.
The returned product passes our inspection.
The customer receives an incorrect product.
The product arrives damaged or defective.
An eligible order is cancelled before shipment.
Tharven approves the refund after reviewing the customer's request.

Products that do not meet the conditions stated in our Return Policy above may not qualify for a refund.

Refund Amount

The customer will receive the refund amount approved by Tharven after the returned product has been inspected. When a full refund is approved, the eligible product purchase amount will be returned to the customer. Tharven will not withhold an approved refund for more than 7 days.

Original delivery charges may be refunded when the return is caused by:

An incorrect product sent by Tharven.
A damaged or defective product.
An error caused by Tharven.

Original shipping charges are not refundable for change-of-mind returns or when the customer orders the wrong product.

Initiating a Refund

To request a refund, contact our customer support team at sales@tharven.online and provide:

The order number.
Your full name and contact information.
The product name or product details.
The reason for requesting the refund.
Photographs or video evidence when the product is damaged, defective, or incorrect.

After receiving the request, our support team will review the information and provide return or refund instructions. Submitting a refund request does not automatically guarantee approval. The request must meet the requirements of this Return and Refund Policy.

Return Inspection and Refund Approval

After the returned product reaches us, it will be inspected within 1 business day. We will check that:

The correct product has been returned.
The product meets the applicable return conditions.
All required packaging, tags, accessories, and supporting information are included.
The product has not been damaged through customer misuse or improper return packaging.

You will receive an email confirming whether the refund has been approved or declined. When a refund is declined or adjusted, we will provide the reason in writing.

Refund Processing Time

Once a refund is approved, Tharven will initiate the refund within 7 days. We do not intentionally hold an approved refund beyond this processing period. After the refund has been submitted, your bank, payment gateway, or card issuer may require additional time to post the funds to your account. Any additional bank processing time is controlled by your financial institution and is outside our direct control.

Refund to the Original Payment Method

All approved refunds will be issued to the same payment method used to place the original order. For example:

A purchase made by credit card will be refunded to the same credit card.
A purchase made by debit card will be refunded to the same debit card or associated account.
A purchase made through an approved online payment provider will be refunded through the same provider.

Refunds cannot normally be transferred to a different card, bank account, or payment method for security and fraud-prevention purposes.

Card Payment Refunds

For purchases made by credit or debit card, Tharven will submit the approved refund to the original card used during checkout. If the original card has expired, been replaced, or is no longer active, please contact your card issuer. In many cases, the card issuer will redirect the refund to the replacement card or associated account.

Tharven cannot issue cash, store credit, or payment to another card unless required by applicable law or expressly agreed upon in writing.

Refund Confirmation

Once the refund has been initiated, you will receive a confirmation email containing the available refund details, which may include:

The refunded amount.
The order number.
The original payment method.
The date the refund was initiated.
Any applicable refund explanation or adjustment.

Please keep the confirmation email until the refund appears on your payment account.

Refund Fees and Deductions

Tharven does not charge a separate refund-processing fee and does not deduct undisclosed fees from an approved refund. We do not control charges separately imposed by your bank, card issuer, payment gateway, or currency-conversion provider; any such external charges, exchange-rate differences, or banking fees are determined by the relevant financial provider.

Any deduction made directly by Tharven, such as the non-refundable original shipping cost for a change-of-mind return, will be clearly explained to you before the refund is completed.

Cancelled Order Refunds

If an eligible order is cancelled before shipment, the refund will be returned to the original payment method. If the order has already shipped, the cancellation may be processed as a return, and you may be required to receive and return the product before the refund can be approved.

Damaged, Defective or Incorrect Product Refunds

Please contact us within 48 hours of delivery when a product is damaged, defective, or different from the product ordered. You may be required to provide photographs or video evidence. Once the issue is verified:

Tharven will cover the return label and return shipping costs.
You may be offered a replacement, exchange, or refund.
An approved refund will be sent to the original payment method.

Change-of-Mind Refunds

Change-of-mind refunds are available only when the return meets all requirements of the Return Policy. The product must be:

Returned within the 30-day return period.
Unused and undamaged.
In its original packaging.
Returned with all original tags and accessories.

The customer is responsible for return label and shipping costs for an approved change-of-mind return unless Tharven confirms otherwise in writing.

Delayed or Missing Refunds

If an approved refund does not appear after the stated processing period, please:

Check the original credit card, debit card, bank account, or payment account.
Contact your card issuer or financial institution to ask whether the refund is pending.
Allow for any additional processing time stated by your financial institution.
Contact Tharven with your order number and refund-confirmation details if the refund still cannot be located.

We will review the payment record and provide available confirmation that the refund was submitted.

Refund Policy Transparency

To ensure fairness and transparency:

Refund requirements are explained before a return is completed.
Approved refunds are initiated within the stated timeframe.
Refunds are returned to the original payment method.
Customers receive written notification of approval, rejection, or adjustment.
Refund deductions are clearly disclosed.
No hidden refund-processing fees are charged by Tharven.
The website policy and Merchant Center return settings will be kept consistent.

Contact Us About a Return or Refund

For questions about a return, or a pending, approved, delayed, or missing refund, please contact our customer support team:

Business Name: Tharven
Legal Name: HPS Solutions INC
Website: https://tharven.online
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM Eastern Time (ET)
Phone: +1 (443) 813-6351
Email: sales@tharven.online
Address: 2522 Vivaldi Lane, Gambrills, MD 21054, United States