Return and Refund Policy

 

•       Before Shipment: you can cancel any time before your order ships. Email ask@thrubeat.com with your order number, and once your cancellation is confirmed we'll process a full refund to your original payment method.

•       After Shipment: once your order has been dispatched, it can no longer be cancelled — but you're welcome to return the items following the process below.

 

As an EU customer, you have the legal right to cancel your order within 14 days without giving any reason. This is your statutory right under EU consumer protection law. The 14-day period starts:

•       from the day you (or someone you designate) receives the goods; or

•       for multiple items in one order, from the day you receive the last item.

 

•       Custom or Personalised Items: items made or personalised to your specifications.

•       Sealed Items: products sealed for hygiene reasons that were unsealed after delivery.

Conditions to Complete a Return

•       Return Deadline: you have 14 days from the delivery date to notify us of your return. Once you've contacted us, you'll have a further 14 days to send the items back.

•       Item Condition: items must be unworn, unwashed, and unaltered, returned with all original tags attached, and included in the original packaging where possible.

Return Process

•       Step 1 – Contact Us: email ask@thrubeat.com with your order number, the items you wish to return, and your reason for returning.

•       Step 2 – Prepare Your Package: use the original packaging where possible, keep tags attached, and pack items securely to prevent damage in transit.

•       Step 3 – Ship Your Return: send your package directly to our designated return address (below).

Return Address

Attn: APEXRISE S.R.L. Returns Department — [Return address to be confirmed and inserted here]

Note: this address will be confirmed and inserted once provided; please do not ship returns until the final address is published on this page.

We strongly recommend using a tracked shipping service and keeping your tracking number and shipping receipt for your records. Please send your tracking number to ask@thrubeat.com once shipped. If the return address is located outside the EU, please also retain any customs paperwork issued for the return shipment.

 

You (the customer) pay return shipping costs. We refund: product cost + original standard shipping cost (if you paid for shipping).

 

•       Processing Time: we inspect and process your return within 72 hours of receiving it at our warehouse.

•       Refund Timeline: once inspection is complete (within 72 hours of arrival), you'll receive your refund within 14 business days, depending on your bank's processing time.

•       Refund Method: your refund is issued to the same payment method used for your original purchase.

 

•       Check with your bank or card company, as processing times can vary between institutions;

•       Use our confirmation email when following up with your bank, to help speed things along;

•       Still need help after that? Contact us at ask@thrubeat.com.

 

Please contact us within 7 days of delivery at ask@thrubeat.com with your order number, clear photos showing the issue, and a brief description of the problem. We aim to resolve your case within 48 hours of receiving your report, arranging either a full refund (including shipping costs) or a free replacement/prepaid return label.

 

We don't offer direct exchanges. To get a different size, colour, or item: return the original item for a refund, then place a new order for the item you want.

 

•       Email: ask@thrubeat.com

•       Registered Company: APEXRISE S.R.L.

•       Registration Number: J2026039142003

•       Subject Format: “Return Request – Order #[YOUR ORDER NUMBER]”