RETURN & REFUND POLICY
We want every Charles & Thatch piece to arrive as it was intended—well made, correctly marked, and ready to be carried.
RETURNS
Pieces bearing a Guild Mark may be returned. To request a return, contact Charles & Thatch within 14 days of delivery. Once approved, the return must be postmarked within 30 days of delivery. The piece must be unused, in its original condition, and returned with its original packaging and accompanying Mark card.
Contact ryan@charlesandthatch.com before sending the item back. Returns sent without prior authorization may not be accepted.
Customers are responsible for return shipping on preference-based returns. We recommend using a trackable shipping service, as Charles & Thatch cannot be responsible for items lost in return transit.
Original shipping charges are nonrefundable unless the item arrived defective, damaged, incorrect, or as the result of an error by Charles & Thatch.
INITIALS & PERSONALIZED PIECES
Pieces bearing initials are made specifically for the person who will carry them and are therefore final sale.
Initials pieces remain fully covered if they arrive damaged, defective, incorrectly made, or fail because of a defect in materials or craftsmanship.
CHANGES & CANCELLATIONS
Changes or cancellations may be requested within 12 hours of placing an order.
Because each piece is prepared and made at the bench, changes and cancellations are not guaranteed after that period if production has already begun.
DAMAGED, DEFECTIVE, OR INCORRECT ORDERS
Please inspect your order when it arrives. If the item is damaged, defective, or different from what you ordered, contact ryan@charlesandthatch.com within 14 days of delivery.
Please include your order number and photographs of the item and packaging when applicable. We will review the issue and make it right through repair, replacement, or refund as appropriate.
This 14-day reporting period applies to problems present when the order arrives. It does not limit the Charles & Thatch lifetime craftsmanship guarantee.
EXCHANGES
Charles & Thatch does not process direct exchanges.
If an eligible Guild Mark piece is returned and approved, you may place a new order for the piece you prefer.
REFUNDS
We will notify you after your return has been received and inspected.
Approved refunds will be issued to the original payment method within 10 business days. Your bank or card provider may require additional processing time before the refund appears.
If more than 15 business days have passed since your refund was approved, contact ryan@charlesandthatch.com.
THE CHARLES & THATCH GUARANTEE
Buy it once. Carry it for life.
Every Charles & Thatch piece is made to be used, carried, and allowed to age.
If your product ever fails because of a defect in materials or craftsmanship, we’ll repair or replace it at no charge.
No expiration. No hassle. Just our commitment to the work.
