RETURNS & REFUND POLICY

At Tooffi, your experience matters more than anything else. Every product on our platform has been handpicked from an independent Indian maker who puts their heart into what they create. We stand behind every single one of them — and behind every order you place with us.

If something isn't right, we want to know. We will listen, we will act quickly and we will make it right.

Returns and replacements on Tooffi are designed to be simple — you shouldn't have to fight for what's fair.

Write to us or WhatsApp us — and we will get in touch.

When Can You Return a Product?

Your order is eligible for easy return or replacement only under the following circumstances:

• Damaged product: If the product you received is damaged, write to us at info@tooffi.com within 48 hours of delivery with a photograph. We will replace it at the earliest.
• Wrong product: If you received a different product from what you ordered, we will replace it at the earliest. Ensure the item is unused and unopened.
• Missing items: If any items are missing from your package, write to us within 48 hours of delivery.
• Unused and unopened condition: All return requests must be for products that are unused and in their original unopened packaging.
• Edible products (tea, coffee, food): If any edible product tastes bad or is not fit for consumption, write to us within 7 days of delivery and we will send a replacement.
• Unboxing video: We strongly recommend recording a short video while opening your package. An unboxing video is extremely helpful in understanding the issue quickly and allows us to resolve your request faster. While not mandatory, it significantly speeds up the process.

Returns Will Not Be Accepted If:

• The item shows signs of use
• The item is damaged, missing parts, or not in its original condition — unless the damage was caused by our error
• Tags and original packaging are not intact
• Delivery was attempted but no one was available to receive the order, or no one responded to calls from our delivery partner

How We Process Returns

• We are unable to process exchanges or returns without first receiving the item back for a quality check.
• If you need a replacement urgently, we recommend placing a new order on our website while your return request is being processed.
• We reserve the right to accept or reject a return request. However, our intent is always to provide you with the best possible experience. We may call you to understand the situation and resolve it quickly.
• No replacement, refund, or resolution will be provided without the merchant partner's permission.

Your Responsibilities as a Buyer

• It is your responsibility to respond to calls from our delivery partner if they are having trouble locating your address.
• Please ensure your delivery address is accurate at the time of placing the order. Orders cannot be redirected once dispatched.
• If delivery is attempted and no one is available to receive the order, or the buyer does not respond to the delivery partner's calls, the order will be considered delivered and no refund will be applicable.
• Please provide adequate directions and authorisations to accept delivery. In the event of non-delivery due to any act or omission attributable to the buyer, all risk and responsibility passes to the buyer without entitlement to a refund.

Order Cancellations

• There may be cases where Tooffi is unable to accept or cancels your order due to technical errors, unavailability of the item, or any other reason attributable to Tooffi or the merchant partner. In such cases, no cancellation charge will be applied to you.
• If an order is cancelled after payment has been charged and you are eligible for a refund, the amount will be reversed to your original payment method.

Delivery & Liability

• Delivery timelines quoted at the time of order confirmation are approximate estimates and may vary.
• Some merchant partners manage their own deliveries and may charge separately for this service. Tooffi exercises no control over such delivery services and assumes no liability for disputes arising from them.
• Your order will only be delivered to the address you provided at the time of placing your order.
• Tooffi's liability ends once your order has been delivered, except where the product liability of the merchant partner continues to apply.
• Buyers may not be able to use Tooffi's services if their delivery location is outside our current service area. We will inform you of this at the time of confirming your order.

Our Promise

Since all products on Tooffi are artisanal and handcrafted, we do not accept returns for reasons other than those listed above. However, we are committed to making every Tooffi experience a good one. If something feels wrong, write to us or WhatsApp us — we will always try to make it right.