Refund policy

We hope that you love your Thames & Kosmos purchase.  If you do not, we are here to help you.

Damages, Missing or Broken Parts

Helping you get the most out of your Thames & Kosmos purchase is our top priority!

Please inspect your order upon receipt and, if the item has any missing or defective parts, please fill out our Replacement Part Request form  so that we can evaluate the issue and make it right. 

For any other inquiries (including technical support, product information, product feedback, etc.),  access our Technical Support form.

Alternatively, you can email us at support@thamesandkosmos.com or call 1-800-587-2872, option 3.

Thames & Kosmos will always endeavor to replace all defective parts and provide technical support to ensure our customers have a great experience with our products.     

Returning Product

We have a 30-day return policy, which means you have 30 days after the delivery of your purchase to request a return.

To be eligible for a return, the product must be in the same condition that you received it, unused, and in its original packaging.  

To inquire about a return, fill out our Help with my Thamesandkosmos.com Order form. Once received, a member of our Support Team will promptly assist you. 

Alternatively, you can contact us at order@thamesandkosmos.com or 1-800-587-2872, option 2.  You will need your order number or the first and last name of the person who made the purchase, as well as the reason for the return.

Provided your item is eligible for a return, we will send you a prepaid return shipping label with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Exceptions / non-returnable items
We cannot accept returns of products that have been opened or used and we cannot accept returns on gift cards.

Refunds 
Provided the returned product is in acceptable condition, upon receipt, we will refund your original payment method for the cost of goods less a $6.99 return shipping fee.  You will receive an email notification once your refund is processed.  Please remember it can take several days for your refund to appear on your credit card statement.

Exchanges
We do not offer exchanges.  We recommend that you initiate a return then make a new purchase for the product that better suits your needs.