Refund policy
Our Commitment
Every product from Thooriga Art Studio is handmade with care by our artisans, and we take real pride in the quality of what we send out. We want every customer to be happy with their purchase. At the same time, because our products are handcrafted and often made to order, we follow clear, specific guidelines for returns and refunds so that the process is fair and predictable for both you and us. Please read this policy carefully before requesting a return.
Definitions
● Business Day: Monday to Saturday, excluding Sundays and public holidays observed in Tamil Nadu.
● Delivery Date: The date shown as "Delivered" in the Shiprocket tracking system for your order. This date is Day 0.
● Dispatch: The moment our courier partner scans and picks up your package from our studio.
Return Eligibility — What Qualifies
We accept return requests only for the following three reasons:
1. Product damaged in transit — the item arrived physically broken, cracked, or otherwise damaged due to shipping, supported by the mandatory unboxing video.
2. Wrong product delivered — you received a different product than the one you ordered, supported by the mandatory unboxing video.
3. Manufacturing defect — a genuine fault in construction or materials, supported by the mandatory unboxing video. Note: natural handmade variation (see below) is not a manufacturing defect.
What Does Not Qualify
The following are not eligible for return, refund, or exchange under any circumstances:
● Change of mind after delivery
● Colour, texture, pattern, or dimension variation from the product photographs, where this falls within the natural range of handmade variation (see "Handmade Variation" section below)
● Custom or personalised products, once the making process has begun, for any reason (see our Custom and Personalised Orders Policy)
● Products damaged after delivery due to customer handling, misuse, or normal wear and tear
● Products returned to us without prior written approval from Thooriga Art Studio
● Return requests submitted after Day 5 from the delivery date
● Return or damage claims submitted without the mandatory unboxing video
● Products purchased during sales, clearance, or promotional pricing
The Mandatory Unboxing Video Requirement
This is a non-negotiable requirement for every return, refund, or exchange claim. Without this video, we cannot and will not process your request, regardless of the nature or validity of the claim.
Your unboxing video must:
● Begin with the sealed, unopened package, with the shipping label clearly visible and legible
● Continue without any cuts, pauses, edits, or interruptions through the entire unboxing process
● Clearly show the product in the exact condition it was received, including any damage or discrepancy being claimed
● Be recorded in a single, continuous shot — no editing, splicing, or combining multiple clips
How to submit: Send the video via WhatsApp to [number] or email to [email], along with your order number, within 5 days of the delivery date.
If the video is missing, cut, edited, or does not clearly show the package being opened from a sealed state, your claim will be declined.
The 5-Day Return Window
Returns are accepted only for requests submitted within 5 days of the delivery date.
● Day 0 = the delivery date, as recorded in the Shiprocket tracking system.
● Your return request, including the unboxing video and supporting details, must be submitted by the end of Day 5.
● Requests received on Day 6 or later will not be processed, with no exceptions.
How to Initiate a Return
4. Record your unboxing video at the time of opening the package — before the video is stopped, make sure the product and any issue are clearly visible.
5. Submit your request via WhatsApp to 9958752567 or mail - Arty.gifts.arts@gmail.com, including: your order number, the unboxing video, and 2–3 clear photos of the damage or issue.
6. Await approval. We review return requests within 2–3 business days. Approval is not automatic or guaranteed and is granted entirely at the discretion of Thooriga Art Studio, based on whether the claim meets the eligibility criteria in this policy.
7. If approved, we will arrange a reverse pickup through Shiprocket at no cost to you.
8. After we receive and inspect the returned product at our studio, we will process your refund or exchange, as per your choice, within the timelines below.
Do Not Return Without Approval
Do not send any product back to us before receiving written approval. A WhatsApp message or an email from our team confirming approval constitutes written approval. Products sent back without prior approval will not be accepted and will be returned to the sender at the sender's own cost.
Refund Method and Timeline
● Refunds are issued only to the original payment method used at checkout.
● UPI / Card / Net Banking: 7–10 business days after we approve, receive, and inspect the returned product.
● Bank transfer: 7–10 business days after approval and receipt of the product.
● Please allow an additional 3–5 business days beyond this for the refund to reflect in your account, as this final step depends on your bank's own processing timelines and is outside our control.
● COD orders: Refunds for COD orders are issued via bank transfer only. You will be asked to provide your bank account details (account number and IFSC code) to process the refund.
Exchange Option
If your return is approved, you may choose between a refund to your original payment method or an exchange for the same or an equivalent product. The choice is yours, though we encourage exchange as it is often the faster resolution. Exchanges are subject to the availability of the same or an equivalent product. If the requested exchange item is unavailable, we will process a refund instead.
Thooriga Art Studio's Right to Refuse
We reserve the right to decline any return, refund, or exchange request where the evidence provided does not clearly support the claim, where the conditions of this policy have not been fully met (including the video, timeline, and eligibility requirements), or where we reasonably suspect misuse of this policy. The decision of Thooriga Art Studio on all return and refund matters is final.
Last updated: September 2026
Questions about this policy? Contact us: WhatsApp: 9958752567 Email: Arty.gifts.arts@gmail.com. Thooriga Art Studio, Chennai, Tamil Nadu, India