Refund and Returns Policy

Return & Refund Policy

Last Updated: January 21, 2026

At thersonal.com, operated by MACK-KAYLAH ANN GREEN, we are committed to ensuring that every purchase of our apparel meets your complete satisfaction. This policy outlines our transparent process for cancellations, returns, and refunds to provide you with a worry-free shopping experience.

1. Order Cancellation & Modifications To maintain our efficiency, we offer a strict window for changes:

• 4-Hour Window: You may request to cancel or modify your order (size, color, or address) within 4 hours of placement.
• How to Cancel: Contact us immediately at support@thersonal.com with the subject “URGENT: Order Cancellation” and your order number.
• Post-Window: Once an order has entered the processing phase (after 4 hours), it cannot be canceled. You must wait to receive the item and then follow the standard return process.

2. Return Eligibility

• Return Window: We accept return requests for eligible items within 30 days from the date of delivery.
• Item Condition: All returned items must be in their original condition: unused, unwashed, free of damage, and including all original tags and packaging.
• Proof of Purchase: A valid order number or receipt is required for all returns.

3. Shipping Costs & Fees

• Return Shipping: Customers are responsible for return shipping charges unless the item is defective, damaged upon arrival, or the wrong product was shipped due to our error.
• Restocking Fee: We do not charge any restocking fees ($0.00 fee).
• Shipping Fee Refund: Please note that original shipping fees (including the $6.99 flat rate) are non-refundable unless the return is due to our error.

4. Step-by-Step Return Process

• Initiate Return: Email us at support@thersonal.com with your order number and the reason for the return (attach photos if the item is damaged).
• Authorization: Our team will review your request within 24–48 hours and provide the authorized return shipping address.
• Ship the Item: Send the item back using a traceable shipping method. We are not responsible for lost return packages.
• Inspection & Refund: Upon receipt, we will inspect the item within 3 business days. If approved, your refund will be processed to your original payment method within 7 business days.

5. Non-Returnable Items The following items are not eligible for return:

• Gift cards.
• Final sale or clearance items.
• Items that show signs of wear, washing, or missing original packaging.

6. Contact Information For any questions regarding returns or refunds, please reach out to:

• Company: Thersonal
• Address: 5 NEWTON STREET ANDERGROVE 4740, United States
• Email: assurance@thersonal.com
• Operating Hours: Monday – Saturday, 8:00 AM – 7:00 PM (PST)