Sales and Refunds

If you would like to return an order for a refund, please contact us as soon as possible after receiving it. The item(s) must be returned within 30 days of delivery. Unfortunately, if more than 30 days have passed, we cannot offer a refund or exchange.

Pre-order Cancellations

Any pre-orders made through our online store can be cancelled at any point before they have shipped for a full refund. Once an order has shipped or is in transit, it can no longer be cancelled.

In rare cases where a customer places and cancels orders multiple times, we reserve the right to apply a 10% restocking fee. If you'd like to change your order — whether it's for a different model, color, or add-ons — it's best to contact us directly so we can make the changes for you, rather than submitting a new order and canceling the previous one (this way no 10% restocking fee will be charged).

Returns

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, please send receipt or proof of purchase to contact@thor-zone.com.

To return your product, please email us to recieve the return address. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.

There are certain situations where only partial refunds are granted, including but not limited to any item that is not in its original condition, is damaged or missing parts for reasons not due to our error.

Late or Missing Refunds

If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us at contact@thor-zone.com.

Payments

All transactions on our website are processed in EUR. If your payment method is linked to an account in a different currency, your bank or card issuer may apply currency conversion rates and/or additional fees. These charges are beyond our control and we are not responsible for any exchange rate differences, conversion fees, or international transaction charges applied by your bank or payment provider.

Warranty

Goods from THOR ZONE come with a one (1) year warranty against manufacturing defects (i.e. not caused by the user).

Warranty Exclusions

  • Product damage caused by catastrophes, faulty electric power and environmental factors.

  • Defacing of product labeling (label alterations and falsifying, serial number missing, serial number no longer discernible, serial number invalid). All serial numbers are recorded and tracked for warranty purposes.

  • Unauthorized changes, modifications or alterations in or to the product.

  • Damage caused by user error or failure to comply with the user manual, such as, but not limited to improper storage and handling — resulting in the product getting wet, corroded, falling from heights, squeezed or exposed to inadequate temperature / humid environment.

  • Accessories or packing material such as boxes, user manuals, etc.

  • Additional warranty exclusions are listed in the footnotes on the configurator page of each respective product.

Replacement Parts

If your product requires replacement parts, please contact us within 60 days of receiving your order. As a small boutique manufacturer, we have limited capacity to maintain a large inventory of replacement parts. Therefore, notifying us within 60 days ensures that the parts you need will be available.

Even if you contact us within the 60-day period, it is essential to proceed with the replacement process promptly. Delays in responding to our follow-up communications may result in the necessary parts going out of stock.

We will, of course, do our very best to assist you even if you contact us after the 60-day period. However, finding a solution may be more complex and could require some compromises on your part — such as converting your product to a different color or configuration based on our available inventory. If no suitable solution can be found, we will offer you the option to return the unused product to us for a refund, as long as this is requested within one (1) year of receiving the product.

Shipping

When ordering goods from THOR ZONE for international deliveries you may be subject to import duties and / or taxes. THOR ZONE is not responsible for any charges that are incurred from customs / duties whatsoever. Any additional charges for customs clearance are considered outside of our control and THOR ZONE cannot predict the value of these charges. For additional information on custom / duties policies in your country, please contact your local customs office. Please also note that THOR ZONE does not provide shipping to P.O. boxes, parcel lockers or military bases.

For additional information on customs and duties policies in your country, please contact your local customs office.

THOR ZONE is not responsible for any damage or loss that occurs when a product is shipped to the customer through a third party shipping service (e.g. UPS, DHL, FedEx or other shipping companies), like but not limited to the product getting lost, damaged or stolen.

Risks and Challenges

Manufacturing Risk: Sometimes a part doesn't pass quality control and has to be remade. Other times a machine breaks down and halts production. These things do happen (luckily not that often) and can delay product completion.

Shipping Risk: Every product is carefully and manually inspected in order to ensure that every customer gets what he / she has ordered. This process takes time and may delay the delivery of your order, especially if the production batch contains many orders.

NANOQ, TETRA, TITAN