At Thunder-Mobility, we strive to ensure your satisfaction with our products. To provide you with a clear understanding of our return process, please carefully review our updated return policy below:
Return Authorization:
1. To initiate a return, you must obtain a Return Authorization (RA) number. We kindly request that you contact our customer support team at info@thunder-mobility.com before shipping any returns. Upon receiving your request, we will promptly provide you with the RA number and detailed return instructions via email within 72 hours. Please note that returns without a valid RA number will not be accepted.
Eligibility Criteria:
2. To be eligible for a return, the following conditions must be met:
● The item must be unused and in the same condition as when you received it.
● The item must be accompanied by a packing slip or proof of purchase.
● Claims for shortages, damages, or any other issues must be reported within 48 hours of receiving the merchandise.
● Goods will only be accepted for return within 4 days from the date of invoice.
Restocking Fee:
3. Returns are subject to a restocking fee of AED 25.00 or 5% of the total order, whichever amount is greater. This fee covers the cost of processing and restocking returned items. The restocking fee will be deducted from the refund amount.
Return Process:
4. To ensure a smooth and efficient return process, please follow these steps:
● Email info@thunder-mobility.com to request a Return Authorization (RA) for the full or partial order, including your order number.
● We will provide you with the RA number and detailed return instructions via email.
● Please write your return authorization number (RA number) clearly on the outside of the box to expedite processing.
● After this we will send our driver hand over the return package to our driver or drop it off at our designated location.
● Once we receive and process the return at our warehouse, it may take up to a week for the return to be completely processed in our system.
● The refund will be issued to the original payment method used for the order.
Exchange Policy:
5. Please note that we do not offer direct exchanges. If you wish to exchange an item, we kindly request you to place a new order for the desired item and initiate a separate return for the original item following the return process mentioned above.
Freight and Handling Charges:
6. Any freight and handling charges incurred for mistakenly ordered goods will be the responsibility of the customer. We recommend carefully reviewing your order before completing the purchase to avoid any discrepancies.
ORDER CANCELLATION POLICY
If you need to cancel an order, please contact us immediately at info@thunder-mobility.com. However, please note that order cancellations are not guaranteed as our system is not automated and orders are processed swiftly. We have a limited window for manual cancellation before the order is shipped.
Cancellations made within the lead time frame are subject to AED 25.00 or 5% of the total order restocking fee to cover administrative and processing costs. We highly recommend contacting us as soon as possible if you wish to cancel your order to increase the chances of a successful cancellation.
If you have any further questions or concerns regarding our return or cancellation policies, please don't hesitate to reach out to our customer support team at info@thunder-mobility.com. We are here to assist you and ensure your shopping experience with us is enjoyable.