RETURN AND REFUND POLICY
Last Updated: August 21, 2026
This Return and Refund Policy ("Policy") governs all purchases made through thoahome.com (the "Site") and forms a binding legal agreement between the purchaser ("Customer", "you") and Thoa Home ("Company", "we", "us"). By remitting payment for any goods, the Customer expressly agrees to the stipulations and terms set forth herein.
1. FINAL SALE AND NON-REFUNDABILITY
1.1 Bespoke Goods: All products provided by Thoa Home are manufactured to the Customer's unique specifications. Consequently, all items are classified as custom and made to order.
1.2 Statutory Notice: Pursuant to New York General Business Law § 218-a, Thoa Home strictly enforces a "No Returns" policy. All sales are absolute, final, and non-refundable immediately upon payment. The Company accepts no returns, offers no exchanges, and issues no refunds under any circumstances, except as expressly provided in Section 5 of this Policy.
2. ORDER MODIFICATIONS AND CANCELLATIONS
2.1 Modification Window: At the sole discretion of Thoa Home, requests for technical modifications (e.g., adjustments to measurement or color specifications) may be submitted within forty-eight (48) hours of order confirmation.
2.2 Conditions of Modification: Approval of such requests is subject to manufacturing feasibility and may incur supplemental costs, which shall be borne solely by the Customer.
2.3 No Right of Cancellation: The aforementioned 48-hour modification window is strictly limited to technical adjustments and does not grant, imply, or constitute a right to order cancellation or refund.
3. REFUSED AND ABANDONED DELIVERIES
3.1 Refusal Not a Cancellation: Refusal to accept delivery of an order does not constitute, and shall not be construed as, a cancellation under this Policy.
3.2 Disposition of Refused Goods: As Thoa Home's products are bespoke and cannot be resold, any package refused, abandoned, or undeliverable due to Customer error will, at Thoa Home's discretion, be held at the carrier's facility or returned to Thoa Home's studio at the Customer's sole expense.
3.3 No Refund for Refusal: No refund, credit, or exchange will be issued for any order that is refused or abandoned by the Customer.
4. MANUFACTURING TOLERANCES AND MATERIAL VARIATIONS
4.1 Dimensional Tolerances: The Customer acknowledges that all products are handcrafted. Final dimensional measurements may vary by up to +/- 1 inch. Such deviations are inherent to the artisanal manufacturing process and do not constitute a defect or grounds for rejection, chargeback, or refund.
4.2 Dye Lots and Material Integrity: Natural variations in weave, texture, and color are to be expected. Thoa Home makes no warranty or guarantee regarding exact color matching between preliminary swatches and finished goods ordered at different intervals due to inherent dye lot fluctuations.
5. RISK OF LOSS AND CLAIMS FOR DEFECTS
5.1 Transfer of Risk: Title and risk of loss pass entirely to the Customer upon Thoa Home's delivery of the products to the designated shipping carrier.
5.2 Workmanship Warranty: Thoa Home warrants its products against manufacturing and workmanship defects for a period of twelve (12) months from the date of delivery, strictly under normal residential use.
5.3 Claims Procedure: Any claims alleging workmanship errors, defects, or transit damage present upon delivery must be submitted in writing to support@thoahome.com within forty-eight (48) hours of receipt. Such claims must be accompanied by comprehensive photographic documentation of the defect and the original packaging.
5.4 Acceptance of Goods: Failure by the Customer to submit a claim within the strict 48-hour window shall constitute full and irrevocable acceptance of the products as delivered, thereby waiving any future claims for defects present upon arrival.
6. LIMITATION OF LIABILITY
To the maximum extent permitted by applicable law, in no event shall Thoa Home, its directors, or its artisans be liable for any direct, indirect, incidental, special, or consequential damages arising from the purchase or use of our products. In all events, the total aggregate liability of Thoa Home shall be strictly limited to the original purchase price paid by the Customer for the specific product in dispute.
7. DISPUTE RESOLUTION AND GOVERNING LAW
7.1 Mandatory Arbitration: Any dispute, claim, or controversy arising out of or relating to this Policy shall be determined by binding arbitration in New York, NY, administered by the American Arbitration Association (AAA).
7.2 Class Action Waiver: The Customer expressly agrees that any dispute resolution proceedings will be conducted solely on an individual basis and not in a class, consolidated, or representative action.
7.3 Governing Law: This Policy shall be governed by and construed in accordance with the laws of the State of New York, without regard to its conflict of law principles.
8. CONTACT INFORMATION
All formal inquiries or claims regarding this Policy must be directed to:
Email: support@thoahome.com