Return eligibility
To be considered for a return, a non-defective product must be unused, uninstalled, unmodified, complete, and in resalable condition. Include all keys, hardware, manuals, protective materials and original packaging. A request is reviewed before return shipping is authorized.
Do not send a product to the Chino contact address or any other address without written return instructions. An unauthorized shipment may not be identifiable or accepted.
How to request a return
- Email info@thulebox.shop.
- Include your name, order number, product model and reason for the request.
- Provide clear photographs of the product, packaging, labels and included components when requested.
- Wait for written eligibility confirmation and return instructions before shipping anything.
The customer is responsible for following the supplied packing and shipping instructions for an approved non-defective return. Any responsibility for return-shipping cost is confirmed before the return is authorized rather than assumed here.
Inspection and refunds
Returned items are inspected for identity, completeness, condition, installation marks, damage and packaging. If the return is accepted, the refund is issued through the original payment method used at Fourthwall checkout. Financial institutions may require additional processing time after a refund is submitted.
A refund may be reduced or declined when a product is used, installed, altered, incomplete, damaged after delivery, missing packaging or returned without authorization. We do not publish an arbitrary restocking fee.
Damaged, defective or incorrect items
Keep the item and all packaging. Do not install or use a product that appears damaged or unsafe. Contact support promptly with the order number and photographs showing the shipping carton, labels, packing materials, damage or incorrect model. The report will be reviewed and next steps provided based on the evidence and order record.
Items that are not eligible
- Products that have been installed, used, modified or damaged after delivery
- Products missing keys, mounting hardware, manuals or other included components
- Products without original packaging when safe return shipment or resale condition cannot be supported
- Unauthorized returns or items that do not match the original order
Questions before opening the packaging?
Contact info@thulebox.shop or call (619) 248-0429. Confirming dimensions and fit before installation helps protect return eligibility.