THORENS · Client Care
Returns & Refunds
Eligibility, return steps, refund amounts and support for product faults.
30-day change-of-mind returns & refunds
Eligible non-customized cross-border orders may be returned within 30 days of receipt. Items must be unused and in their original packaging; return shipping is the buyer’s responsibility. Customized items are not eligible for change-of-mind returns.
No fault or reason for changing your mind is required for an eligible return. The 30-day period runs from receipt of the item being returned; items delivered in separate parcels have their own receipt dates.
- Contact Client Care within 30 days of receipt. Email your order number, the item you wish to return and your request for a refund. No explanation for changing your mind is required.
- Obtain the correct return instructions. We will provide the appropriate return address and shipping guidance. Keep the original packaging and supplied accessories. The administrative address below is not a return warehouse.
- Return the unused item in its original packaging. Follow our instructions and the carrier’s requirements for fuel preparation and packaging. Do not post a lighter containing fuel. Use suitable protective packaging and keep proof of dispatch.
- Receive the refund outcome. After receipt and inspection, we will confirm the eligible refund and process it promptly to the original payment method, unless an alternative is required by law or agreed with you. Your payment provider may need additional time to post it.
What will be refunded?
| Your original order | Refund |
|---|---|
| Free shipping | If the entire eligible order is returned, we refund the full amount paid. We do not deduct the original outbound shipping cost or retrospectively charge for shipping that was free. For a partial return, we refund the amount actually paid for the returned items and the corresponding product taxes. |
| Separately charged shipping | We refund the amount actually paid for the eligible returned items and the corresponding product taxes. The original outbound shipping charge is not refunded. |
| Return shipping | You pay the cost of sending an eligible change-of-mind return back to us, whether the original order had free or paid shipping. |
Refunds reflect the amount actually paid after discounts. These shipping rules apply to change-of-mind returns; remedies for faulty, damaged or incorrect goods, shipping failures and any delivery-charge refund required by law are handled separately. We will confirm the refund breakdown with you. Store credit or an exchange is an alternative only if you choose it, rather than a substitute for a refund you are entitled to receive.
For a product fault, damage on delivery or an incorrect item, contact Client Care instead of treating the issue as an ordinary change-of-mind return. The 30-day commercial return window does not limit applicable rights concerning faulty goods or other mandatory consumer rights.
Exchanges, incorrect items & product faults
A new, unused item may be exchanged for a THORENS lighter of equal or higher value, subject to availability. If you choose a higher-priced item, you pay the agreed difference. Contact us before returning an item so we can explain the exchange arrangements.
If an item arrives damaged, is incorrect or develops a fault, email help@thorenslighter.com with the order number, a description and relevant photos or video where available. We will assess the issue and provide the repair, replacement, refund or other remedy appropriate to the circumstances and required by law.
Do not arrange a paid repair or return shipment expecting automatic reimbursement without first contacting us, unless applicable law provides otherwise. Necessary standard shipping for an eligible first-year warranty claim is covered by THORENS when arranged or approved by us.
First-year repair & lifetime warranty support
Complimentary repair service for one year from delivery, followed by lifetime warranty support. Parts, shipping, or service fees may apply after the first year.
New THORENS lighters purchased through official or authorized sales channels receive first-year coverage for defects in materials, manufacturing and assembly under normal use. Eligible faults are addressed with free parts or professional repair, or replacement where repair is not possible. Necessary parts, repair labour and standard shipping arranged or approved by THORENS are covered for eligible first-year service.
First-year complimentary repair excludes normal consumption and wear of flints, wicks and flint wheels, fuel replenishment, normal surface wear, and damage caused by accidents, misuse, improper care, unsuitable fuel or parts, or personal disassembly, modification or repair. Exclusions apply to damage caused by the relevant action; maintenance or disassembly alone does not remove coverage for an unrelated defect.
After the first year, required parts are charged at the applicable parts price and the customer pays shipping. Any additional service fees are quoted and require your approval before paid work begins. Support depends on product condition, repair feasibility and parts availability. Lifetime support does not mean lifetime free repairs or permanent availability of every original part.
Where THORENS confirms that a product outside its first year cannot be repaired, the Warranty & Repairs policy explains the conditional 30% replacement discount. Antique and historical models have separate parts-compatibility and service arrangements. Those arrangements and any commercial discount do not replace mandatory remedies.
The full warranty policy remains available before purchase and sets out service procedures, exclusions, proof-of-purchase requirements and existing customer rights.
Contact & company details
Thorens Accessories Inc.
Trading as THORENS Lighter Official Site
30 N Gould St Ste R
Sheridan, WY 82801
United States
This is an address for website operations and administration. Do not send returns here unless Client Care specifically instructs you to do so.
Customer care: help@thorenslighter.com
Partnerships: join@thorenslighter.com
Corporate and bespoke projects: roy@thorenslighter.com