REFUND & EXCHANGE POLICY

Quick Summary

Exchange available within 7 days
Damaged/wrong product complaints within 2 days
Opening video mandatory for damaged/wrong/missing claims
Refund available only for verified damaged/wrong products
Exchange allowed once per order
Click to process Return/ Exchange Request

CANCELLATION POLICY

Can I cancel my order?

Yes, orders can be cancelled within 24 hours of placing the order or before the parcel is dispatched, whichever is earlier.

For high-value orders, a confirmation amount may be charged to start order processing. This amount is fully refundable only if the order has not been shipped. Once shipped, the confirmation amount becomes non-refundable due to shipping and handling costs.

EXCHANGE POLICY

Can I exchange my order?

Yes, exchange is available for eligible products.

Products can only be exchanged for another product of the same or higher value.
If the new product price is higher, the customer must pay the difference before dispatch.
Exchange is allowed only once per order.

Is Cash on Delivery (COD) available for exchange orders?

No, exchange orders are not eligible for Cash on Delivery (COD). Applicable exchange charges and price differences are paid online during the exchange request process.

What products are eligible for exchange?

Products are eligible for exchange only if:

All tags and labels are intact
Product is unused, unworn, and unwashed
Product is returned in original packaging
Product is not damaged or altered or customized by the customer

Exchange is allowed only once per order.

How do I place an exchange or return request?

You can easily place an exchange or return request directly from our website using the Return/Exchange Portal. Click Here

Simply enter your:

Order ID
Registered Mobile Number or Email ID

After verification, eligible options for exchange or return will appear automatically.

Can I place an exchange or refund request through call, WhatsApp, or email?

No, exchange and refund requests can only be submitted through our website Return/Exchange Portal using your Order ID and registered mobile number or email ID.

Within how many days can I place an exchange or return request?

Customers must raise exchange requests within 7 days of delivery. Requests raised after this period may not be accepted.

Are there any exchange charges?

Yes, exchange shipping charges are applicable:

₹150 Per Product

Applicable exchange charges and price differences are paid online during the exchange request process.

How will I know my return/exchange has been approved?

Once your return/exchange request is successfully submitted, our team will review it and initiate the pickup process if the request is approved.

Customers will receive an email update within 24–48 hours regarding request approval and pickup status.

How will my exchange pickup be arranged?

Once your request is approved, we will try to arrange pickup through our courier partner.

You may receive Email updates regarding pickup scheduling.

If reverse pickup is unavailable in your area, you will need to self-ship the parcel to our address.

What if reverse pickup is unavailable in my area?

If reverse pickup service is unavailable for your pin code, customers must self-ship the product using a reputed courier service.

For damaged/wrong product cases, courier reimbursement up to ₹100 may be provided after verification.

TANCHUI will not be responsible for any loss, delay, or damage during transit for parcels self-shipped by the customer.

What happens if I hand over the wrong product during pickup?

Please ensure the correct product is handed over to the courier partner.

TANCHUI will not be responsible for wrong items mistakenly handed over during pickup.

When will I receive my exchanged product?

The exchanged product will be dispatched only after once the returned product reaches our warehouse and passes quality inspection, your exchange process will be approved and updated accordingly. Customer will get tracking ID for new product via mail once the product is shipped.

If the product fails quality check, it may be returned back to the customer.

How long does the exchange process take?

Exchange requests are usually reviewed within 24–48 hours. Once approved, pickup and exchange timelines may vary depending on courier serviceability and product availability.

REFUND POLICY

Do you offer returns or refunds?

Refunds are generally not applicable once products are sold. Refunds are only applicable in verified cases of damaged, defective, or wrong products received by the customer. Proper opening video proof is mandatory for such claims.

As per our company policy, products once sold are not eligible for return or refund for reasons such as dislike, fabric preference, color variation, or sizing concerns.

However eligible products may be exchanged as per our Exchange Policy.

How does the refund process work?

Once the returned product is received and verified by our team, the approved refund is processed to the customer’s original bank account or preferred payment method shared during the process.

Refunds are usually processed within 24–48 hours after verification. However, depending on bank processing time or technical delays, it may take an additional few working days for the amount to reflect in your account.

What if I do not receive my refund within the expected time?

If your refund is not reflected within the expected timeframe, please contact us at:

📧 tanchui.info@gmail.com

Our support team will assist you in checking the refund status and resolving the issue.

What should I do if I receive a damaged or wrong product or missing product?

Please raise the issue within 2 days of delivery through the Return/Exchange Portal.

An opening video is mandatory for all damaged/wrong product claims

Why is an opening video mandatory?

We perform quality checks before dispatching every parcel. Therefore, opening video proof is required to verify damaged, missing, or incorrect product claims.

Claims without proper opening video proof may not be accepted.

What if I do not have an opening video for damaged, wrong, or missing products?

As every parcel undergoes quality checking before dispatch, we may not be able to approve such claims without proper opening video proof showing the sealed package being opened clearly from the beginning.

When will an opening video not be accepted?

Opening videos will not be considered valid if:

Parcel appears already opened
Video starts after opening package
Parcel is re-taped before recording
Only partial packaging is visible
Video is unclear or incomplete

What issues are not considered damaged products?

The following are not treated as damage/defect:

Slight color variation (10–12%) due to screen settings
Minor print unevenness in hand block prints
Small tassel pull issues
Minor texture variations
Fabric not matching personal expectations
Size variation within ±5%
Products damaged intentionally or due to improper handling after delivery by customer

These are natural characteristics of handcrafted products.

What if the product appears intentionally damaged?

Products damaged intentionally or due to improper handling after delivery are not eligible for refund or replacement.

Our team may inspect the product before approving the claim.

Will I be charged for damaged or wrong product returns?

No. No return fee is charged for damaged or incorrect product cases approved after verification.

GENERAL POLICY

Do you perform quality checks before dispatch?

Yes, every order goes through proper quality inspection before dispatch to ensure products are packed correctly and shipped in proper condition.

Can I place an exchange or refund request through call, WhatsApp, or email?

No, exchange and refund requests can only be submitted through our website Return/Exchange Portal using your Order ID and registered mobile number or email ID.

Can I return products if I simply do not like them?

As per company policy, we do not offer returns/refunds for personal dislikes or preference-related reasons.

However, eligible products may be exchanged for another product of the same or higher value.

What if the package appears damaged during delivery?

If the parcel appears opened or physically damaged at the time of delivery, please refuse to accept it.

If accepted, TANCHUI may not be liable for transit-related claims afterward.

What if I raise a complaint after the allowed time period?

Exchange requests must be raised within 7 days of delivery.
Wrong product, damaged product, or missing item complaints must be raised within 2 days of delivery.

Requests raised after the allowed time period may not be accepted, as it becomes difficult for us to verify the issue after extended usage or handling of the product.

Can TANCHUI reject exchange or refund requests?

Yes, TANCHUI reserves the right to reject exchange or refund requests if: