At The Tohfa House, most of our products are personalised and made especially according to the customer’s requirements. Because personalised products are custom-made, we follow a specific cancellation and return policy.
1. Cancellation of Orders
Customers may request cancellation of an order within 24–48 hours of placing the order, provided that personalisation or production has not already started.
To request cancellation, contact us as soon as possible:
WhatsApp/Phone: 7004536220
Email: support@thetohfahouse.com
Cancellation requests received after personalisation or production has started may not be accepted for personalised products.
If the order has already been dispatched, it cannot normally be cancelled through the website.
2. Personalised Products
Because personalised products are created specifically according to the customer’s instructions, they are generally not eligible for return or exchange simply because the customer changes their mind, enters incorrect personalisation information, or no longer wants the product, once production has started.
However, this restriction does not affect your rights where the product is:
- Damaged
- Defective
- Incorrectly supplied
- Significantly different from the product ordered
- Incorrectly personalised due to an error on our part
3. Incorrect Personalisation Details
Customers are responsible for checking the spelling, names, dates, messages and other information submitted for personalisation.
If the product has been made exactly according to the information provided by the customer and the customer later discovers that they provided incorrect information, the product may not be eligible for return or refund.
If we make a personalisation error that differs from the information correctly provided by the customer, please contact us so that we can investigate and provide an appropriate resolution.
4. Damaged Products
If your package or product arrives damaged, please contact us within 24–48 hours of delivery.
Please provide:
- Order ID
- Photographs of the product
- Photographs of the packaging
- A continuous unboxing video, where available
- A brief description of the issue
We strongly recommend recording a continuous video while opening your package, beginning with the sealed package and continuing through the opening of the product.
Where open/inspection delivery is available through the applicable courier service, customers are encouraged to inspect the package before accepting it.
5. Wrong Product
If you receive a product different from what you ordered, contact us within 24–48 hours of delivery.
We may request photographs, the Order ID and an unboxing video to investigate the issue.
If the error is confirmed to be from our side, we may provide a replacement, refund or another appropriate resolution.
6. Eligible Non-Personalised Products
If we sell any products that are not personalised/custom-made, eligible products may be considered for return within 7 days of delivery, provided that:
- The product is unused
- The product is in its original condition
- Original packaging is retained where applicable
- The product is not damaged by the customer
- The product is not excluded from return eligibility
Personalised/custom-made products are governed by the personalised-product section above.
7. Refunds
Where a refund is approved, the refund will generally be processed through the original payment method or another appropriate method agreed with the customer.
The time taken for the amount to appear in the customer’s account may depend on the payment provider or bank.
8. Partial COD Orders
Where a partial COD payment option is available and enabled, the customer may be required to pay 30% of the order amount upfront, with the remaining 70% payable at delivery.
The availability and exact calculation of partial COD may depend on the applicable shipping/payment service and may be subject to change.
If an eligible refund is approved for a partially paid order, the refundable amount will be calculated based on the circumstances of the order and the amount already paid.
9. Return Shipping
Where a return or replacement is approved because of a defect, damage, wrong product or error attributable to us, we will provide appropriate instructions regarding return shipping.
Where a return is permitted for an eligible non-personalised product due to reasons attributable to the customer, return shipping arrangements or costs may apply.
10. Non-Delivery / Refused Delivery
If a customer refuses delivery, provides an incorrect address, is unavailable for delivery, or otherwise causes the order to be returned by the courier, the applicable shipping/RTO charges may be deducted from any eligible refund, subject to applicable law.
For personalised products, an order returned due to customer-related reasons may not automatically qualify for a refund because the product may have been specially made for that customer.
11. How to Contact Us
For returns, refunds, replacements or cancellations:
ASquare — The Tohfa House
Near Light House, Behind Sanjeevani Hospital
Post Office – Leheriasarai
846001, Bihar, India
WhatsApp/Phone: 7004536220
Email: support@thetohfahouse.in
Please always include your Order ID when contacting us.