Order numbers and order details will be listed in the orders section found at the member center. ※(Orders will expire if ATM payments are not submitted within a limited time).
How do I track my order?
We will provide the delivery service provider and shipping number when orders are shipped. You can copy and paste the shipping number to the delivery service provider’s website to track the shipment.
How Do I Edit Or Cancel Orders?
1. Customers can edit order details before orders are confirmed.
2. Customers won't be able to edit order details after orders are confirmed, however, customers can cancel orders by simply clicking on the "Cancel Order Button" under "See Order details" after logging into their accounts on www.thorabv.com.
Low or high-frequency noises when turned on or off.
The machine should remain quiet in any mode of operation, except when releasing electricity to kill bacteria, which may produce an "S" sound. Apart from that, it is very quiet.
Unable to switch modes (no LED lights or unable to switch to sleep mode).
[1] Restart by pressing the lid. [2] Press and hold the Reset button on the bottom for 2 seconds. [3] Replace with a new Type-C cable. [4] Replace with a new power adapter. [5] Place the rubber base in the correct position.
LED lights not changing colors (only displaying blue)
[1] If the indoor air pollution concentration level is only around 15%, ELF will not immediately display the air quality indicator color. [2] Use an air freshener spray to test if the air quality indicator color changes.
Multi-color lights flickering simultaneously.
This occurrence is abnormal and unrelated to air quality detection.
Red lights flickering abnormally.
[1] Check if the lid is properly closed. [2] If ELF has already been replaced with a new lid, then red lights should not be flickering abnormally.
White lights flickering abnormally.
Ensure the titanium alloy ring has been cleaned. Flickering white lights outside the standard 1000-hour (40-day) cleaning reminder are abnormal.
The white mood light is always on and cannot be turned off.
Please turn off the power first then restart ELF.
Return Shipping Costs And Methods
When you choose the shipping method for your return, return fees are calculated.
If you return an item through Thora and DHL is our choice of carrier, we'll deduct the cost of return shipping and restocking fees from your refund. We will ask DHL to arrange a pick-up with you directly.
If you choose to ship the item on your own, you'll pay the carrier when you ship your return.
For more information about refunds and refund amounts, go to Refund Method and Timing.
Refund Method and Timing
With a few exceptions, we will reimburse you for returned items in the same way you paid for them.
Once we receive your return, we will process it within 7–10 business days. Depending on your credit card company's processing time, it may take up to 10 days after we process the return to reflect on your account.
We will notify you if there is a restocking fee and the amount. Please refer to the restocking fee section for details.
Damaged, Defective, or Incorrect Items
If you receive a product that is damaged in shipping, defective, or that is not the product you ordered, please return it within 30 days from the date of purchase to Thora. Once we receive the product, we’ll arrange for a replacement. If you would rather return the item by mail please email us info@thorabv.com.
Like-New Condition
Items need to be returned in a like-new condition. Items that are damaged, unsanitary, dented, scratched, or missing major contents may be denied a return.
Restocking fee
There is a 10% to 15% restocking fee if the product is opened. The restock fee percentage is determined based on the condition of the product once inspected by the seller, Thora.
There is no restocking fee if the product is unopened.
Return Period
Within 30 Days from the date of purchase.
Repair Services
When your product needs repair, you can use THORA's global repair service on the official website or bring the product to an authorized dealer in your area. If your product has a functional failure within the warranty period and the issue cannot be resolved per the user's manual, THORA will provide repair or replacement services. Shipping costs vary by country, so please confirm these details in advance.
Warranty Registration
The warranty period begins on the date of purchase. Complete your registration on the official website within 30 days of purchase to enjoy an additional one-year warranty extension. If the invoice is not uploaded, information is incomplete, or registration is not completed within thirty days, a one-year warranty will start from the manufacturing date.
