This Cancellation and Refund Policy explains how you can cancel an order, report an issue with a product, or seek a refund for a purchase made on thetihu.com (the “Platform”), owned and operated by TIHU (“we”, “us”, “our”).
Order Cancellation
Cancellation requests can only be accommodated before your order is dispatched. Orders are usually dispatched within 3–4 business days of being placed, so please reach out to us as early as possible if you wish to cancel.
Once an order has been dispatched or is out for delivery, the cancellation request cannot be entertained.
To request a cancellation, email us at support@thetihu.com or message us on WhatsApp at +91 7995706236 with your order number.
Returns and Exchanges
At TIHU, every piece is carefully checked and packed before it leaves us. As our pieces are made in limited quantities, we do not accept returns or exchanges once an order has been placed.
We kindly request you to check the size guide and product details carefully before placing your order.
Damaged, Defective or Incorrect Products
In the unlikely event that you receive a damaged, defective or incorrect product, please report it to our customer service team within 24 hours of delivery. If you feel the product received is not as shown on the Platform, you must also bring it to our notice within 24 hours of delivery.
How to Raise a Request
Email support@thetihu.com within 24 hours of delivery with:
- Your order number
- Clear photos and/or videos of the product and packaging showing the issue
The request will be entertained once we have checked and verified the issue at our end. Our customer service team will review your complaint and take an appropriate decision.
Eligibility
- The issue must be reported within 24 hours of delivery.
- The product must be unused and in the same condition as you received it, with its original packaging and tags.
- Products that have been worn, washed, altered or damaged after delivery will not be eligible for a resolution.
Resolution
If your request is approved, we will offer a replacement or store credit, as applicable.
If store credit is issued, it can be used towards a future purchase from TIHU. The details and validity of the store credit will be communicated to you at the time of issue.
Where we ask you to send the product back for inspection, we will email you to confirm once it has been received. If the request is approved after our quality check, it will be processed in accordance with this policy.
Refunds
Refunds apply to orders cancelled before dispatch and to any other refund approved by TIHU. Once approved, refunds are generally processed within 5–7 business days to your original mode of payment. The time taken for the amount to reflect in your account may vary depending on your bank or payment provider.
Contact Us
For any questions about cancellations or refunds, please reach out to us:
- Email: support@thetihu.com
- Phone / WhatsApp: +91 7995706236
- Hours: Monday to Saturday, 11 AM to 7 PM