Refund policy

Return, Refund & Warranty Policy

These Terms and Policies (including the key terms summary and its English version) shall take effect on 28 December 2025.
Note: For orders placed prior to the effective date, the Terms and Policies in force at the time of order placement shall apply.
If you need to apply for return, refund or warranty service, please contact our after-sales team at support@thypoch.com. We will assist you throughout the entire subsequent process.
Note: For returns and exchanges not caused by product quality issues, the relevant shipping costs shall be borne by the customer.

1. Eligibility for Return/Refund

  • Purchased from Official Store: Products directly bought from store.Thypoch.com are eligible for return and refund in accordance with the terms of this policy.
  • Purchased from Third-Party Channels: Products purchased from other retailers or distributors must be returned to the original point of purchase. Please contact the corresponding merchant directly, as their return and exchange policies may differ from those of our company.
  • Accessories and peripheral products (such as outer boxes, filters, lens caps and other low-value consumables) are not eligible for return or exchange unless there is a quality issue. Orders may be canceled prior to shipment; cancellation, return or exchange will not be accepted once the order has been shipped. Please confirm the model and requirements before placing your order.

2. Order Cancellation Rules

  • Unshipped Orders: Our order processing and shipping cycle takes 2–5 business days. If your order has not been scheduled for shipment, you may apply for a full refund to cancel the order. Please provide your order number when submitting the application. We will process the refund as soon as possible after verification.
  • Shipped Orders: If you need to cancel your order after the product has been shipped, you must take the initiative to contact us. If you refuse delivery or return the product without prior communication, all resulting round-trip shipping fees, tariffs and local taxes shall be borne by the customer.
  • Orders in Transit: Refunds or delivery refusal are not supported for products that are in transit. Additionally, address changes are not available due to the cross-border nature of the delivery.
  • For Packages Delivered to UPS/DHL but Not Yet Checked In
    After the order is placed, we have provided the tracking number, and the package has been delivered to the logistics warehouse, with the logistics status showing Awaiting Check‑in.Due to reasons such as insufficient staffing at the logistics warehouse or limited airline space, which result in delayed check-in by third-party carriers, the package has entered the logistics handover process.Order cancellation, interception, or recall will NOT be available in this stage.

3. Return Conditions and Time Requirements

To apply for a return, the product must meet the following criteria:

3.1 Time Requirement

Return applications must be submitted within 7 days after the product is received.

3.2 Product Condition Requirements

  • Basic Requirement: The product must be brand new, unopened and in its original sealed packaging. All original packaging, accessories and related documentation must be complete.
  • Lens Kits: The original factory straps must remain intact, and the entire lens kit must be returned as a whole. Returns of individual lenses from a kit are not supported.
  • Other Products: The original factory shrink wrap on the product's outer packaging must remain unopened.

3.3 Exchange Instructions

To apply for an exchange, the product must be shipped to our designated service warehouse. We will proceed with the exchange process only after receiving and inspecting the returned item. Quality inspection is conducted to ensure returned products meet our standards and protect the rights and interests of all customers.

3.4 Special Case Exemption

If you receive a product with manufacturing defects, the "unopened" requirement may be waived. Please contact us immediately for assistance.For 7-day no-reason returns that are not caused by product quality issues, the return shipping cost shall be borne by the customer.

4. Refund Rules

4.1 Non-Refundable Fees

The original shipping fee of the order and any tariffs paid are non-refundable.

4.2 Responsibility for Return Shipping Costs

International customers are responsible for covering all round-trip shipping fees, tariffs and various taxes associated with returns.

4.3 Refund Timelines

  • We will initiate the refund process within 2–5 business days after receiving and verifying the returned product.
  • After the refund is initiated, the processing time may take up to 5 business days depending on the policies of the bank or payment platform. The exact timeline is subject to the display on your credit card or bank statement.
  • If you have not received your refund more than 15 business days after the application is approved, please contact us at support@thypoch.com.

4.4 Refunds for Order Cancellation

For unshipped orders that are cancelled, a full refund is available with no additional fees incurred.

5. Warranty Service

5.1 Warranty Period

A 1-year warranty is provided, starting from the date the product is received by the customer.

5.2 Warranty Coverage

During the warranty period, free repair or replacement services are offered for product malfunctions caused by manufacturing defects.

5.3 Warranty Application Process

  1. Contact us via email: support@thypoch.com
  2. Provide the following materials:
    • Unboxing video of the product (must clearly show the product's appearance, complete set of accessories and full serial number)
    • Purchase proof or order number
    • Photos or videos of the defective part of the product
  3. The returned defective product must be kept in its intact original factory packaging.

5.4 Shipping Fee Instructions

For returns and exchanges caused by product quality issues, the relevant shipping costs shall be borne by our company.

6. Post-Warranty Repair Service

After the warranty period expires, you may apply for paid repair services following these rules:
  • Contact us via email: support@thypoch.com. Please attach photos/videos of the product defect, order number and logistics tracking number in the email.
  • The customer shall bear all round-trip shipping costs associated with the repair service.

7. Handling of Damaged, Incorrect or Incomplete Shipments

  • Please inspect the product immediately upon receiving the order.
  • If you find the product has defects, is damaged during transportation, or if there are incorrect or missing accessories, please contact us promptly for a quick assessment and resolution.
  • We may request relevant photos or videos from you as verification evidence.

8. Products Not Eligible for Return/Warranty

The following products are not eligible for return or warranty services:
  • Products with malfunctions caused by normal wear and tear, accidental damage, human misuse, improper operation (not following the user manual), unauthorized disassembly, repair or modification.
  • Promotional gifts, discounted clearance items, gift cards and customized products.
  • Hazardous materials (e.g., flammable liquids, gases, chemicals, etc.) and other products restricted from circulation by law.

9. Exclusive 14-Day Cooling-Off Period Policy for EU Customers

For orders shipped to addresses within the EU, you are entitled to cancel the order or return the product for any reason within 14 days after receipt. To be eligible, the product must be unopened, unused, with intact labels and in its original factory packaging. A valid proof of purchase must also be provided.