Refund policy

Refund & Returns Policy

Effective 28 July 2026

This policy applies to orders placed on thiccly.com on or after the effective date above. By completing checkout you confirm that you have read and accepted these terms.

We are under a legal duty to supply goods that conform to this contract.

Summary

  • We do not accept returns for change of mind, except where the law gives you a right to cancel.
  • Orders that arrive faulty or damaged, are incorrect, or never arrive are covered at our cost.
  • Customers in the UK, EU and EEA have a 14-day cancellation right — section 3.
  • Customers in Singapore have Lemon Law rights — section 4.
  • We charge no restocking fee.

1. Change-of-mind returns

We do not accept returns, exchanges or refunds where you have changed your mind, ordered the wrong size or variant, or no longer want the product. This includes items that have been opened, installed or used.

Original delivery charges are not refundable on change-of-mind requests.

This section does not apply where the law of your country gives you a cancellation right — see sections 3 and 4.

Before you order, please check the dimensions and specifications on the product page, and our GrowPole Species Guide if you are matching a pole to a particular plant. If you are unsure which size or configuration suits you, contact us before purchasing. We would much rather help you choose correctly than have you receive something that does not fit.

2. Faulty, damaged, incorrect or missing orders

If your order arrives damaged or faulty, is not as described, is the wrong item, or does not arrive at all, we will put it right — we will send a replacement or refund you in full, whichever you prefer. A refund includes the original delivery charge.

In most cases we will not ask you to send the item back. If we do ask for it, we pay the return postage.

Contact us as soon as you notice the problem, with your order number and photographs where relevant.

If you are in the UK: you have 30 days from delivery to reject faulty goods and claim a full refund, and that choice is yours, not ours. After 30 days you may require repair or replacement, and then a price reduction or a final right to reject. If a fault appears within 6 months of delivery, it is presumed to have been there at delivery unless we show otherwise, or unless that presumption is incompatible with the nature of the goods or with the way in which they fail to conform.

If you are in the EU or EEA: we are liable for any lack of conformity that becomes apparent within 2 years of delivery. A fault appearing within the first year — 2 years in some countries — is presumed to have existed at delivery, on the same basis.

If you are in Singapore: see section 4.

Nothing in this section limits any longer statutory remedy available to you.

What section 2 does not cover

This section covers goods that were faulty, damaged or incorrect when they reached you. It does not cover:

  • Damage caused after delivery, including impact, crushing, or dropping
  • Misuse, or use outside the conditions described on the product page
  • Modification, cutting or alteration beyond what our instructions describe, or attempted repair
  • Fair wear and tear, and expected degradation of substrate or consumable components
  • A fault you were told about before you bought — for example on a clearance or "as is" item

Where we cannot agree, we may ask for photographs, the batch number printed on the part, or the item itself, so that we can establish what happened. We will tell you what we conclude and why.

3. Cancellation rights — United Kingdom, European Union and EEA

If you are a consumer in the UK, EU or EEA, you have a legal right to cancel your order without giving a reason. This right applies in addition to section 1 and takes precedence over it. It applies to sale, clearance and discounted items exactly as it applies to full-price items.

When you can cancel

You may cancel at any time from the moment you place your order until 14 days after the day on which you, or someone you nominate, receive the goods. Where your order arrives as more than one item or in separate lots, the 14 days runs from the day you receive the last item or lot.

How to cancel

Tell us clearly that you are cancelling — by email, by post, or by phone. You may use the model cancellation form at the end of this policy, but you do not have to; any clear statement is enough. Your cancellation takes effect as soon as you tell us.

We would appreciate it if you contact us before sending anything back, so that we can give you the correct return address. This is a request, not a condition — it does not affect your right to cancel or to be refunded.

Returning the goods

You then have a further 14 days to send the goods back.

  • You bear the direct cost of returning the goods. You arrange and pay for the return. Our products are flat-packed and can be returned by ordinary post or parcel service. We recommend a tracked service — the goods remain your responsibility until they reach us. If we ever sell a product that by its nature cannot normally be returned by post, we will state the cost of returning it on that product's page before you order.
  • You may examine the goods as you would in a shop — unpack them and assemble them enough to establish their nature, characteristics and functioning. We will not deduct anything for that. We may reduce your refund to reflect loss in value caused by handling that goes beyond this. We will never refuse a refund on this basis; any deduction will be itemised and explained to you.

Your refund

  • We refund the purchase price and the standard outbound delivery charge. If you chose an upgraded or express delivery option, we refund what our cheapest standard delivery would have cost.
  • We refund you within 14 days of receiving the goods back, or of you supplying evidence that you have sent them, whichever is earlier. If you cancel before we have dispatched your order, we refund you within 14 days of you telling us.
  • We charge no fee of any kind for making a refund.

What the cancellation right does not cover

Custom, personalised or made-to-order items.

4. Statutory rights — Singapore

If you are a consumer in Singapore, the Consumer Protection (Fair Trading) Act ("Lemon Law") applies.

If goods do not conform to the contract at the time of delivery, you may require us to repair or replace them — the choice is yours — at our cost, including labour, materials and postage. If repair or replacement is impossible, disproportionate, or cannot be done within a reasonable time and without significant inconvenience to you, you may instead require a reduction in price, or reject the goods and rescind the contract for a refund.

Where a defect appears within six months of delivery, it is presumed to have existed at delivery unless we show otherwise. After six months you may still claim, but the burden of proof is yours.

These remedies do not apply where the goods were damaged by you, misused, used other than as described, altered or repaired by you, where you were told of the fault before purchase, or where the deterioration is fair wear and tear.

Singapore law does not provide a general cooling-off period for online purchases. Section 1 applies to change-of-mind requests from Singapore customers.

5. Shipping times — United States

We will ship within the time stated on the product page or, if no time is stated, within 30 days of your order.

If we cannot, we will contact you without you having to ask, and offer you either a revised shipping date or cancellation with a full refund including all shipping charges. Refunds under this section are issued within 7 working days, or within one billing cycle where you paid by credit.

6. Items we cannot accept back

This section does not apply to UK, EU or EEA customers exercising the cancellation right in section 3, to Singapore customers exercising Lemon Law rights, or to any faulty item. Sale, clearance and discounted items carry exactly the same statutory rights as full-price items.

Subject to that, we cannot accept back:

  • Gift cards
  • Custom, personalised or made-to-order items
  • Items sold marked "as is", "no returns accepted" or "all sales final"
  • Any item returned without proof of purchase

7. How to make a claim

Email hello@thiccly.com with:

  1. Your order number
  2. The item concerned
  3. What the problem is, or a statement that you are cancelling
  4. Photographs, where the item is damaged or faulty

We aim to respond within two business days.

8. Refunds

Approved refunds are issued to the original payment method, within the time limits set out above. Once processed, your bank or card issuer may take a further few days to show the funds. We charge no restocking fee.

9. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer. If the consumer law of your country or state gives you rights beyond those described here, those rights apply and this policy is read subject to them.

10. Complaints and contact

If you are unhappy with how we have handled a return or refund, email us at hello@thiccly.com marking your message "Complaint". We will acknowledge within two business days and aim to resolve within 14 days.

Grey&Co Pte Ltd trading as THICCLY Singapore UEN: 202116069D 426 Clemenceau Avenue North #01-438, Singapore 229516 Email: hello@thiccly.com Phone: +65 9776 3363

Model Cancellation Form

(Complete and return this form only if you wish to withdraw from the contract. You do not have to use this form — any clear statement will do.)

To: Grey&Co Pte Ltd trading as THICCLY, 426 Clemenceau Avenue North #01-438, Singapore 229516, hello@thiccly.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

Ordered on [*] / received on [*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.