Returns & Warranty Info
You are welcome to return or exchange any item within 30 days as long as the item is returned new in original packaging, unused, and in resalable condition. We provide a prepaid label for your return; however, 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.
The easiest way to initiate a return is to enter your order information in our TH Marine return portal located here. Your 7-8 digit RMA/Order Id is located on the packing slip that came in the box with your order. In case you cannot locate the slip with your RMA/Order Id, simply reply to your order confirmation email saying "I need to return this item". You can also reach us through our contact page with the order number (if you have it), a description or SKU of the product, and the email address you used to order under. We must be able to confirm your purchase to complete your return.
Once we have your return request, we will reach out to you within 2 business days to provide authorization and instructions.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 90 days after delivery
Refunds (if applicable)
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 a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet:
- check your bank account again
- contact your credit card company, it may take some time before your refund is officially posted
- contact your bank. There is often some processing time before a refund is posted
- If you’ve done all of this and you still have not received your refund yet, please contact us
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
What Cannot Be Returned?
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Gift cards cannot be returned.
If you purchased a Norestar™ or Komo Covers® product and it is under warranty, we will gladly assist you in submitting a warranty claim. Please reach us through our contact page with the subject line "Warranty Claim Request" and include in the email either the description or SKU of the product for which you wish to file a warranty claim. Also include either the delivery address and name you placed the order under or your order number. A staff member will respond with a warranty claim form within 2 business days.
Returns Frequently Asked Questions
I received a manufacturer defective item.
Please provide us one or two pictures clearly showing the defect. Assuming the defect is clearly visible, we will provide a product exchange at no additional cost, including shipping costs.
I received an item with missing parts
Missing parts must be reported within 7 days of the item being delivered. Please clearly describe the missing parts and include photographs if helpful. We will do our best to ensure you get replacement parts.
I received an item that was damaged in transit
Please inspect your product immediately upon receiving it, ideally when it is delivered by the carrier. If the item is visibly damaged, refuse delivery. If the carrier is not present, please contact us and describe the damage and take photographs. Once verified, we will replace the item(s). Items broken in transit must be reported to us within 7 days of the item being delivered otherwise no replacements can be given.
My tracking shows that an item was delivered but I did not receive it.
In our experience, almost 100% of the time these packages show up. The most likely causes are: a family member has received an item and failed to tell the customer, the item was delivered to a neighbor, or the item was left in an odd location such as behind a fence. Below are the general steps to follow in this situation:
- Verify the shipping address
- Look for a notice of attempted delivery
- Look around the delivery location for your package
- See if someone else in your business, household, or neighborhood accepted the delivery
- Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
- Contact the carrier directly; if you do this right away, often the carrier will still be available and can be contacted to sort out the issue
- Wait 36 hours - in rare cases packages may say delivered up to 36 hours prior to arrival
As a general policy, TH Marine does not take responsibility for packages once they are marked as delivered by the carrier. Related claims must be between the customer and the carrier. There are a number of reasons why packages may disappear after delivery, including package theft, that are not TH Marine's responsibility.