Refund policy

REFUND POLICY
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We want you to be happy with your purchase. This policy explains how refunds and returns work at Thalvero.

**30-day window**

You have 30 days from the delivery date to contact us about a problem with your order. Requests made after 30 days cannot be accepted.

**Damaged, defective, or incorrect items**

If your item arrives damaged, defective, or is not what you ordered, email us within 30 days of delivery with your order number and a photo of the item. We will refund you in full. In most cases you will not need to ship the item back to us — keep it or dispose of it as you see fit.

**Items that never arrive**

If your tracking shows no movement for 14 days, or your order has not arrived within 30 days of shipping, contact us and we will refund or reship, at your choice.

**Change of mind**

For hygiene and safety reasons, we do not accept returns or exchanges on opened oral care products where the customer has simply changed their mind. If your item is unopened and unused, contact us within 30 days and we will review your request.

**How to start a request**

Email Kannenmarshall@gmail.com with your order number and a short description of the issue. Include photos if the item is damaged or incorrect. We aim to respond within 2 business days.

**How refunds are issued**

Approved refunds are returned to your original payment method. Please allow 5–10 business days for the funds to appear, depending on your bank or card issuer.

**Order cancellations**

Orders can be cancelled for a full refund any time before they ship. Once an order has shipped it cannot be cancelled, but it may still qualify under the terms above.