Refund & Return Policy | THOTFY
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Refund & Return Policy

1. Overview

Thotfy is a curated marketplace for handcrafted, unique, and made-to-order products. While we strive for 100% satisfaction, we understand there may be cases where buyers need to return an item. This policy outlines the conditions under which returns and refunds are applicable, and what choices vendors have.

2. Vendor-Defined Return Options

Each seller on Thotfy can choose their preferred return policy. These options are displayed clearly on each product page.

Sellers can select one of the following return options:

  1. No Returns Accepted: The product is final sale. Suitable for custom, personalized, or perishable items.
  2. 7-Day Return Window: Buyers may request a return within 7 days of delivery.
  3. Return Only for Damaged Items: Return accepted only if the item is damaged or defective upon arrival.
  4. Exchange Only: No refund, but exchange allowed for size/variant issues (if applicable).

Note: Each vendor must clearly select one policy per product while listing.

3. General Return Conditions

For return eligibility:

  • The return request must be submitted within the seller’s defined return period.
  • The item must be unused, undamaged, and in its original packaging.
  • Proof of damage (e.g., images or video) must be submitted for damage-based returns.

4. Non-Returnable Items

The following types of items are typically non-returnable unless damaged:

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

5. Return Process

  1. Buyer initiates return via email or Thotfy support.
  2. Thotfy notifies the vendor to confirm acceptance based on the listed policy.
  3. Vendor arranges reverse shipping or guides buyer to return the item (self-shipping).
  4. Once the item is received and verified, a refund or exchange is processed.

Vendors must confirm return status within 3 business days of request.

6. Refund Process

  • Refund is initiated only after the returned item is received and inspected.
  • If approved, the amount is refunded to the buyer’s original payment method within 7–10 business days.
  • If the product was damaged or defective, full refund including shipping is issued.
  • In other cases, return shipping cost may be borne by the buyer.

7. Dispute Resolution

  • If a buyer and seller disagree on a return, Thotfy may mediate.
  • Final decision lies with Thotfy after reviewing all evidence.
  • Sellers with repeated disputes or return issues may be subject to penalties.

8. Policy Visibility

  • Each product page will clearly state:
    • Whether returns are accepted
    • Timeframe and conditions
    • Any seller-specific notes

9. Seller Responsibilities

  • Clearly select and apply return policy while listing products.
  • Respond to return requests within 48–72 hours.
  • Cooperate with buyers and Thotfy support to resolve return/refund queries.

10. Future Upgrades

As Thotfy grows, we will introduce:

  • In-app return request system
  • Automatic refunds for approved returns
  • Reverse logistics support (for integrated shipping)
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