Return and Refund Policy

PARTS: Parts may be returned within the 30 day period. Parts can be returned using a THOR provided prepaid shipping label for $9 which will be deducted from the refund costs. You can also provide your own label instead for the return.

APPLIANCES: Unopened Appliances returned will be charged a 25% freight cost (based on original invoice value).

Opened or repackaged appliances (Open-Box) will be subject to a 25% freight cost, and +15% repackaging fee (covers inspection, condition assessment, and re-boxing). For defects outside the return period, a 2-year warranty is included with all new appliances and a 90-day warranty for renewed appliances.

FAILED DELIVERY: Appliances returned to our warehouse due to failed delivery are subject to a 25% restocking fee. This fee applies to cover handling and processing costs. To the exception of the order being returned due to damage or defect.

All appliance orders must be scheduled a date during the final stages of the delivery. A valid phone number will be required by the carrier. The appliance will be automatically returned to the warehouse if the carrier is unable to reach the provided phone number to complete the delivery within 48 hours. A 25% restocking fee will be applied.

Any part orders returned to our warehouse due to a failed delivery will be fully refunded without the initial shipping charges.

For thorkitchen.com and thorkitchenparts.com returns, please fill out the form here. We do not allow any exchanges. If you would like to make an exchange, you must initiate a return for the original order and replace a new one for the product you would like.

Please notify us within 24-48 hours of order delivery if you had received the incorrect order. To submit for a re-shipment please fill out the form here and select option #4 in the reasoning box. Once submitted we will work with you to re-ship the correct product.

Please refer to your tracking number provided with your shipment confirmation.
For packages that indicate were delivered but never received, or for orders not delivered but lost, please fill out the form here.

Refunds are issued 7 to 10 business days after the return is processed.

Order cancellation requests are not guaranteed. Typically, once an item has been shipped the order will not be cancellable. A return request must be made once the item arrives to its destination. To submit a return or a cancellation request, fill out the form here.

Main Directory: (877) 288-8099
Our customer service agent will be contacting you during normal business hours (excludes weekends and holidays).
Business Hours (Pacific Standard Time):
Monday – Friday: 7:00 AM to 3:00 PM
Saturday and Sunday: Closed

Thank you!

THOR Kitchen Customer Service Department