Refund & Return Policy | THOTFY
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Refund & Return Policy

1. Our Commitment

At Thotfy, we celebrate creativity and craftsmanship. We partner with independent artisans and creators across India to bring you unique, handmade products. While most of our sellers craft with care, we understand that sometimes a product might not meet your expectations. This policy explains when and how you can request a return or refund.

2. Return Eligibility

Since Thotfy is a multi-seller marketplace, each product may have a different return policy set by the seller. Please check the product page for specific return eligibility before placing your order.

Sellers may offer one of the following policies:

  1. ✅ 7-Day Return: You can return the item within 7 days of delivery for a refund.
  2. ✅ Return Only If Damaged: Returns accepted only if the product is damaged or defective.
  3. 🔁 Exchange Only: Product can be exchanged but not refunded.
  4. ❌ No Returns: Product is non-returnable (e.g., custom or made-to-order).

3. Conditions for a Valid Return

To be eligible for a return:

  • You must initiate the request within the allowed return window.
  • The product must be unused, unwashed, and in its original packaging.
  • For damaged/defective items, you must provide photos/videos as proof at the time of the return request.

4. Non-Returnable Items

Some items cannot be returned unless they arrive damaged:

  • Personalized or custom-made items
  • Made-to-order products
  • Hygiene products (e.g., masks, earrings, cosmetics)
  • Clearance or final sale products

5. How to Request a Return

  1. Email us at support@thotfy.com with your order ID and reason for return for guest user and raise the return request on the order history page on the profile section for registered users.
  2. Include clear unboxing photos and videos if the item is damaged.
  3. We will coordinate with the seller and update you within 3 business days.
  4. If approved, we’ll guide you through the return process.

6. Refund Process

  • Refunds are processed only after the product is returned and verified by the seller.
  • Refunds are made to your original payment method within 7–10 business days after approval.
  • If the return is due to seller error or a damaged product, you will receive a full refund including shipping.
  • For other valid returns, return shipping charges may be deducted unless stated otherwise.

7. Order Cancellations

  • Orders can only be cancelled before they are marked as shipped.
  • Once dispatched, the return policy of the seller applies.

8. Dispute Resolution

If a return or refund request is declined by the seller and you disagree:

  • You may escalate the issue to Thotfy Support.
  • We will review all communication and media evidence and make a fair decision.

9. Our Promise

While our sellers set their own return rules, Thotfy is committed to protecting buyers from fraud, misrepresentation, and unfair practices. We actively monitor seller performance and take action against repeated complaints.

10. Need Help?

We're here for you. If you have any questions, please reach out at:

📧 support@thotfy.com

📞 Support timings: Monday–Friday, 10 AM to 5 PM

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