Refund Policy

Last updated: 2026-04-10

At Thaw™, your satisfaction is at the heart of everything we do. We stand behind the quality of our products and want you to feel completely confident in every purchase. If something isn't right, we're here to make it right. Please review our refund policy below for full details on returns, exchanges, and refunds.

Our Satisfaction Guarantee: We believe you should love what you buy from Thaw™. If you're not fully satisfied with your purchase, we offer a generous 90-day return window — no hassle, no headaches.

Return Window

Thaw™ offers a 90-day return window from the date of delivery. If 90 days have passed since your order was delivered, unfortunately we are unable to offer a refund or exchange.

The 90-day period begins on the date your order is marked as delivered by the carrier.
To initiate a return, you must contact our support team within this 90-day window.
Orders placed during promotional events or sales are still eligible for returns within the standard 90-day period unless otherwise stated at the time of purchase.

Condition of Returns

To be eligible for a return, items purchased from Thaw™ must meet the following conditions:

Unused and in original condition: Items must be unused, unworn, unwashed, and free from any damage not caused by Thaw™.
Original packaging: Items should be returned in their original packaging, including all tags, labels, accessories, and documentation.
Proof of purchase: A valid order confirmation email, receipt, or order number is required to process your return.

We understand that you may need to open the packaging to inspect your purchase. That's perfectly fine — just ensure the product itself remains in new, unused condition. If an item is returned in a condition that does not meet the above criteria, Thaw™ reserves the right to decline the return or issue a partial refund at our discretion.

Refund Process

Once you've initiated a return with Thaw™, here's what to expect:

Contact us: Reach out to our support team at support@trythaw.com with your order number and reason for the return. We'll respond within 1–2 business days with return instructions and a return authorization.
Ship your item: Package your item securely and ship it to the address provided in your return authorization. We recommend using a trackable shipping method for your protection. Unless the return is due to an error on our part, return shipping costs are the responsibility of the customer.
Inspection and approval: Once we receive your return, our team will inspect the item within 3–5 business days and notify you of the approval or rejection of your refund.
Refund issued: If approved, your refund will be processed to your original payment method. Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or credit card provider.

Late or Missing Refunds

If you haven't received your refund within the expected timeframe after approval, we recommend the following steps:

Check your bank account or credit card statement again.
Contact your credit card company or bank, as processing times can vary.
If you've done all of the above and still have not received your refund, please contact us at support@trythaw.com and we'll investigate immediately.

Non-Refundable Items

While Thaw™ strives to accommodate all return requests, certain items are not eligible for refunds:

Gift cards: All gift card purchases are final and non-refundable.
Personalized or custom-made items: Products that have been customized, monogrammed, or made to order cannot be returned unless they arrive defective or damaged.
Final sale items: Products marked as "Final Sale" or "Non-Returnable" at the time of purchase are not eligible for returns or refunds.
Bundled promotional items: Items received as part of a free promotional offer or gift-with-purchase are non-refundable.
Intimate or hygiene-sensitive products: For health and safety reasons, certain products that come into direct contact with the body may not be eligible for return once opened. These items will be clearly identified on the product page.

If you are unsure whether your item qualifies for a return, please don't hesitate to reach out to our team before shipping anything back. We're happy to help.

Exchanges

Need a different size, color, or product? Thaw™ is happy to help with exchanges. We want you to end up with something you truly love.

How Exchanges Work

Contact our team: Email us at support@trythaw.com with your order number and let us know what you'd like to exchange and what you'd prefer instead.
Return your original item: We'll provide you with return instructions. Ship the original item back in accordance with our return conditions outlined above.
Receive your new item: Once we receive and inspect your returned item, we'll ship out your replacement as quickly as possible. If the replacement item is of a higher value, we'll charge the difference to your original payment method. If it's of a lower value, we'll refund the difference.

Please note: Exchanges are subject to product availability. If your desired replacement is out of stock, we'll notify you promptly and offer the option of a full refund, store credit, or an alternative product of your choice.

Fastest Way to Exchange

For the quickest turnaround, we recommend placing a new order for the item you'd like and returning the original item for a refund. This way, you won't have to wait for us to receive your return before your new item ships.

Damaged or Defective Items

At Thaw™, we take great care in packaging and shipping every order. However, we understand that accidents can happen during transit. If you receive an item that is damaged, defective, or incorrect, we sincerely apologize and will make it right immediately.

What to Do If Your Order Arrives Damaged

Contact us right away: Please email support@trythaw.com within 7 days of delivery with your order number, a description of the issue, and clear photos of the damaged or defective item and its packaging.
Do not discard the item or packaging: Please hold onto all items and packaging materials until your claim has been resolved, as we may need additional information.
We'll take care of the rest: Once we verify the issue, we will offer you a full refund or a replacement at no additional cost to you — including free return shipping. You choose whichever option works best for you.

Thaw™ covers all return shipping costs for items that arrive damaged, defective, or incorrect. You should never have to pay for our mistake.

Warranty Defects

If a product develops a defect after use within a reasonable timeframe, please contact us. We evaluate these situations on a case-by-case basis and are committed to finding a fair resolution. Your trust means everything to us.

Contact Information

Have questions about our refund policy, or need help with a return or exchange? The Thaw™ support team is here for you and happy to assist.

Email: support@trythaw.com
Website: trythaw.com

We aim to respond to all inquiries within 1–2 business days. When reaching out about a return or refund, please include your order number and any relevant details so we can assist you as quickly as possible.

Thank you for choosing Thaw™. We truly appreciate your business and are committed to ensuring every experience with us is a positive one. Your satisfaction isn't just a policy — it's our promise.