Refund and Returns Policy

Below is the professional Return & Refund Policy in English, optimized for payment gateway appeals and compliance audits.

Return & Refund Policy — Shop with Confidence at thersonal.com

Last Updated: December 18, 2025

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

1. Policy Overview

• Return Window: We accept return requests for eligible items within 30 days from the date of delivery.

• Refund Processing: Once your return is received and approved, your refund will be processed to your original payment method within 7 business days.

• Item Condition: All returned items must be in their original condition: unused, unwashed, free of damage, and including all original tags and packaging. A valid proof of purchase (order number or receipt) is required.

2. Shipping Costs & Fees

• Return Shipping: Customers are responsible for return shipping charges unless the item is demonstrably defective, damaged upon arrival, or the wrong product was shipped due to our error.

• Restocking Fee: We do not charge any restocking fees for returned items ($0 fee).

• Traceable Shipping: We strongly recommend using a traceable shipping service, as we cannot guarantee that we will receive your returned item.

3. Step-by-Step Return Process

1. Initiate Return: Email us at support@thersonal.com with your full name, order number, and a detailed reason for the return (please attach photos if the item is damaged).

2. Receive Authorization: Our customer support team will review your request within 24–48 hours and provide the authorized return shipping address.

3. Ship the Item: Send the item back using a traceable shipping method.

4. Inspection: Upon receipt, we will inspect the item within 48–72 hours to ensure it meets our return conditions.

5. Refund Issued: If approved, your refund will be automatically processed within 7 business days. Please note that your bank or credit card company may require additional time (typically 3–5 business days) to reflect the credit on your statement.

4. Non-Returnable Items (Exclusions)

The following items are not eligible for return or refund:

• Gift cards.

• Final sale or clearance items (clearly marked at the time of purchase).

• Items that show signs of wear, have been washed, or are missing original tags/packaging.

5. Exchanges

We only replace items if they are defective, damaged, or incorrectly shipped. For changes in size or style, please follow the standard return process for a refund and place a new order for the desired item.

6. Contact Information

For any questions regarding your eligibility or the status of a refund, please contact our support team:

• Company: Thersonal

• Address: 2503 34th Street, San Diego, CA 92104, United States

• Phone: +1 (619) 201 1935

• Email: support@thersonal.com

• Operating Hours: Monday – Saturday, 8:00 AM – 7:00 PM (PST)

Pro-tip for your appeal: Make sure this exact text is published on your “Refund Policy” page and that the link in your footer works perfectly. If the payment gateway (like Stripe or PayPal) sees that you have a clear 7-day refund window and a physical business address in San Diego, your trust score will increase significantly.