Returns & Refunds
30 days, no restocking fee. If a tool is not right, send it back within 30 days of delivery for a full refund. We do not charge a restocking fee and we do not ask why.
What we can take back
- Unused tools in their original packaging, with all included parts
- Tools that arrived damaged, defective, or not what you ordered
What we cannot
- Tools that have been used, sharpened, modified or engraved
- Tools missing their packaging or included parts, unless they arrived that way
- Personalised or engraved items — no returns and no refunds once engraving has been done, no exceptions
A used tool is not a dead end — it becomes a warranty question instead of a returns question. If it failed, our Limited Warranty covers it. If it simply is not for you, email us and we will tell you honestly whether we can do anything.
Who pays shipping
- Our error — damaged, defective, or wrong item: we pay both ways. We send a prepaid label and you pay nothing.
- Change of mind: you pay return shipping. Original shipping is not refunded.
How to start a return
- Email alex@thurlex.com with your order number and what is wrong, within 30 days of delivery.
- We'll send back a return authorisation and the return address. We check email weekdays, 9am–5pm Pacific.
- Pack the tool so the blade cannot move or cut through the box, and ship it with tracking.
- We refund to your original payment method within 5 business days of the tool reaching us. Your bank may take a few days more to post it.
Please do not send anything back before you have a return authorisation — we cannot track it or refund it reliably.
Damaged or lost in transit
Tell us within 30 days of the shipping date and we will sort it out — replacement or refund, your choice. Photos help but we will not refuse a claim for lack of them, and we chase the carrier ourselves rather than asking you to.
Cancelling an order
Email us before it ships and we will cancel it and refund you in full. Once it has shipped, treat it as a return.
Your rights
Nothing in this policy limits the implied warranties or other rights California and federal law give you and that cannot be waived, including under the Song-Beverly Consumer Warranty Act and the Consumers Legal Remedies Act.
Thurlex Outdoor LLC, 3101 Park Boulevard, Palo Alto, CA 94306, United States · alex@thurlex.com