Return & Refund Policy

Tohands’s returns and exchange policy (“Refund Policy”) gives you an option to return products purchased on Tohands for any reason within the 30 days specified return/replacement  period (check product details page for the same). We only ask that you don’t use the product and preserve its original condition, tags, and packaging. You are welcome to try on a product but please take adequate measure to preserve its condition. 

The objective of Refund Policy is to inform You about the terms and conditions for return, replacement, refund and cancellation of products and services offered by Tohands. Refund Policy apply to and govern the return, replacement, refund and cancellation of products and services offered by Tohands through https://smart.tohands.in/, sub-domains of the Website and Our mobile/web applications (hereinafter, collectively referred to as the “Platform”), by the user (hereinafter, “You”, “Your”, or “User”). The Terms shall apply to the User in relation to the relevant Services availed on the Platform. Capitalized terms not defined herein, shall have the meaning set out in the Terms.

• GENERAL CONDITIONS

1. Platform is developed, owned, operated and provided by Tohands Private Limited, a company incorporated under the Companies Act, 2013, having its registered office at WeWork Oberoi Commerz II, 20th Floor, CTS No. 95, 4 B 3 & 4 590 Off W. E. Highway, Oberoi Garden City, Goregaon East, Mumbai, Maharashtra, 400063, India (hereinafter referred to as “Company”, “Tohands”, “Our”, “We”, or “Us”). The User and Company are referred individually as “Party” and collectively as “Parties”.
2. The Terms and Conditions published on the Platform are incorporated by reference here and shall be read as a part of the Refund Policy. This Refund Policy, together with the Terms and Conditions and other Policies sets out Tohands procedures and policies in accepting: (a) cancellation, (b) return, and (c) refund thereof. Any cancellation or refund of Products by You are subject to the terms and conditions set out under this Refund Policy.

• APPLICABILITY OF REFUND POLICY –  By using the Platform and/or initiating a request for purchase of product(s) on the Platform, You agree to be bound by the terms contained in this Refund Policy. If You do not agree to the terms contained in this Refund Policy, You are advised not to transact on the Platform. Please note that, We may from time to time change the terms of the Refund Policy. Every time You wish to use the Platform, please check the Refund Policy to ensure You understand the terms and conditions that apply at that time of purchase.
• TERMS OF RETURN AND REFUND

1. You may initiate the return of products within the timelines as mentioned on the product page. We would accept the request for return of such product subject to the terms of this Refund Policy. 
2. All Our packages come with tamper proof packaging. Please ensure that You do not accept packages where the seal is tampered/and or outer package is damaged. Acceptance of a tampered or a damaged package will automatically disqualify You from any return claims for physically damaged/defective products, incorrect product, or missing accessories.
3. You may register a complaint or request for return through the Platform. To register initiate return, please raise a ticket from the mobile application or go to “My Orders” to raise a request for return. You may contact customer support via e-mail to raise return request. For quality purposes, We may also require You to provide images of the product sought to be returned. The ‘return’ tab shall be available only during the duration of the return window. In case of any complain or concern that may arise after the closure of the return window, You may contact the customer care.
4. If You have received any product which is eligible for return in terms of this Refund Policy, We suggest You to immediately register a request in this regard on the Platform. We will in Our sole discretion verify if: (a) the defects and damages in the products or the non-compliances claimed in such products are acceptable by Us, or (b) such defects, damages or non-compliances are due to Our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request You to send us images/video of the damaged or defective product received, product packaging images, and/or our personnel to schedule a visit to assess the damage or defect in the product. Further, to the assessment of the damage or the concern reported in the return request, the Company may in its sole discretion resolve the issue subject to the assessment report, in a manner as it may deem fit.
5. Please be informed that when You opt to return the product, upon Our verification of the products and the documents relating thereto, the refund amount for such products which are eligible for return as per the terms of this Refund Policy will be processed within a period of 3(three) business day from the date of us verifying the defect or the non-compliance in the product. Your refund will be processed only when the conditions as may be stipulated by Tohands are fulfilled. The refund amount will be credited to the original payment mode opted by You. You acknowledge that after initiation of refund, it may take additional time for Your refund to reflect in Your account which is subject to Your financial institution or payment solution provider terms and conditions.
6. Please be informed that for products, for which You had opted for ‘Cash on Delivery’, as a payment option, You will receive refunds in your bank account (as per the bank account details provided by You to us). We do not make any cash refunds.
7. The amount claimed as refund will be refunded to You within 30(thirty) working days depending upon the mode of payment chosen by You. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, You may contact us, and we will gladly help you.
8. We will endeavour to provide effortless return of the products. Upon registration of request for return or replacement of product purchased from the Platform, the product can be return to us in the following two (2) ways:
9. Pick up – In most locations, We offer a free pick up service. You will see a pickup option when You submit a return request. During the pick up, our delivery agent may perform a quality check of the product. If during the quality check, the product is found to in compliance with the terms of this Refund Policy, We will initiate a refund for the return amount into the refund mode selected at the time of initiating the return request.
10. Self-Ship – If We don’t offer a pick up at your location. In such cases, We will credit the shipping costs in the form of Tohands credits provided the product meets the requirements under the Return Policy and You have shared scan copy of the courier receipt with us. It is essential that You pack the product securely to prevent any loss or damage during transit. For all self-shipped returns, We recommend You use a reliable courier service such as Blue Dart, DTDC, DHL, FedEx or any similar court services. Refund for self-shipped product will be initiated only after the product has been received at Our warehouse and has passed a quality check. If the picked up product does not pass the quality check, we shall ship it back to You.
11. Tohands shall not be liable for refund in the following events: 
12. Tohands shall not be liable for the products returned by mistake. In circumstances where an extra or a different product is returned by mistake, Tohands shall not be held accountable for misplacement or replacement of the product and is not responsible for its delivery back to the User.

• TERMS FOR REPLACEMENT – Replacement of a product is allowed only under the following circumstances:

1. The request for replacement of the product shall be made within the warranty period of the product. Upon such request for replacement of product, Tohands will initiate the verification process for confirmation of physically damaged or defective product. 
2. In order to confirm physical damage or defective condition of the product received by the User, We may request for a photo/ video of the product along with the request for replacement by the User. The User acknowledges and agrees to provide any and all information as requested by the Company for confirmation of damage or defective product.
3. The User is required to report receipt of the defective or damaged product to Our website support team at the earliest. The request will, however, be entertained once a Tohands team member has checked and determined the same at his own end. This is typically reported back to the customer within 72 hours of receipt of the products by Tohands, however, it may take upto 10 days to process the request.
4. In the event the product received is not as shown on the Website or as per the specifications, You must bring it to the notice of Our website support team within 24 hours of receipt of the product. The website support team after looking into Your complaint will take an appropriate action.
5. In the event that the Company identifies manufacturing defects, the Company reserves the right to recall the affected Products and provide replacements. In such event no refunds shall be issued by the Company. Replacement of the defective products will be arranged as per the Company’s recall process.
6. The Company shall not be liable for any replacement in the event the User is not able to provide the product with its original packaging along with the accessories. In all other circumstances, the product package with the product and its accessories intact will be picked up by the courier arranged by Tohands for replacement of the same. In the event, the Company arranges for pick up of the product for replacement, the Company may require a quality check of the product to confirm if the damage or defectiveness of the product is because of any acts or omission of the User. 
7. To be eligible for replacement, the product must meet certain conditions outlined in our Warranty Policy clause (7) Product Usage Guidelines for Warranty Eligibility. 
8. Notwithstanding anything in the Refund Policy, a product will not be replaced under the following circumstances:

• TERMS OF CANCELLATION 

1. You can cancel the order any time prior to the dispatch of the product. The order cannot be cancelled once the dispatch has been initiated. However, once the products have been dispatched, and You wish to cancel the order, please reach out to the Customer Support and request for order cancellation. We will put our best effort to avoid attempting a delivery. However, in case the    delivery is attempted, You may reject the delivery.
2. Order placed under same day delivery or under special scheme/ occasion/ offers shall not be eligible for cancellation.
3. The request for cancellation of the order can be made by cancelling the order from ‘My Orders’ section by using the order tracking number, or by calling our customer care number, or any other method, as may be intimated by the Company to You from time to time.
4. On the receipt of order cancellation request, Your order will be cancelled with immediate effect, and the refund process for prepaid orders will be initiated within 72 hours of confirmation of cancellation.
5. You agree and acknowledge that product prices listed on the Website are reflected based on the current prices. While every care has been taken to label the products accurately, errors in data entry and updating may occur. We reserve the right to cancel the order in case a transaction has been made where the price indicated was not the correct price. In the rare event that happens, We will give a full refund of all money received from the User.
6. The Company reserves its rights to revise or change the prices of the products at its sole discretion without any advance notice.
7. All prices on the Platform are reflected in Indian Rupees. For international cards used on the Platform, applicable banks exchange rate and charges will apply. We have no jurisdiction on this and any disputes or queries on exchange rates and bank charges need to be directed to the bank or institution that issued Your card or payment instrument.
8. All orders are acknowledged at current pricing. We will bill at price in effect at the time of receipt of money and raising of an invoice. Our products are liable for GST in India.

• SECURITY
• Transactions on the Website are protected by SSL (Secure Sockets Layer) and Secure Data Encryption using a 1024-bit process. Any information that You enter when transacting with the Platform is sent in a SSL session and is encrypted to protect You against unintentional disclosure to third parties. This is an assurance that the Company follows the best security practices adopted by major online vendors where all payments are processed in real-time for Your security and immediate peace of mind.
• Credit card and Debit card information is not stored by Us and is not taken by Us. This information is taken directly by the payment gateway provided who is authorised and is compliant with the regulations and requirements of various banks and institutions and payment franchisees that it is associated with.
• To report security vulnerabilities affecting any of our products send an email to hello@tohands.in .
• DELIVERY OF PRODUCTS

1. Purchases are shipped from our Own or third-party warehouses/ stores or offices from various locations in India. Our endeavour is to make the products reach You within 7-10 Business days from receipt of order and payment depending on the address for delivery.
2. Order deliveries will be made by Our own staff or third-party courier and logistics companies or postal services usually between 11:00 am – 6:00 pm Monday –Friday.
3. Products will need to be signed for upon delivery. We take no responsibility for product signed by an alternative person other than the person ordering the product at the address indicated at the time of the order.
4. Since the transactions are authorised by the card holder, We do not take responsibility for incorrect addresses provided at the time of placing the order.
5. We are not responsible for damage to the products after delivery.
6. All claims, if any, for shortages or damages must be reported to customer service on the day of delivery or within 24 hours from the receipt of the product through the contact us page on the Platform. Also, the said shortage of product or accessories needs be reported and signed on the proof of delivery copy and returned to the delivery person.
7. In case Your order has not been delivered but is reflecting “Delivered” on the tracker, please report the same to the customer service within 24 hours or else we will not be able to process Your request.
8. Our endeavour is to ensure that all products listed on the Platform are available in stock for dispatch to the buyer. However, in case the same is not available for any reason, we will contact You within 2 business days and give You the option to delay or cancel the order based on Your convenience.
9. Shipping and handling rates may vary based on product, packaging, size, volume, type and other considerations. The shipping and handling charges are given at the time of check out and consumers will know about this before making payments.
10. Waitlist and Pre-orders – Tohands provides for an option to either sign up for a waitlist or pre-order certain products. 

Waitlist Products

1. You may register yourself in the waitlist for a product under research and development (“Proposed Product”), however, Tohands is under no obligation to take orders or deliver such Proposed Products.

Pre-orders or Pre-booking 

1. Tohands allows You to pre-order certain products and provides a tentative date of starting the deliveries of such products which may be extended at the sole discretion of Tohands. 
2. You are required to review the tentative delivery time for pre-order products available on the Platform before placing their order. 
3. By opting for a pre-order, You acknowledge that You have reviewed and accepted the estimated delivery time which may be extended at the sole discretion of Tohands. 
4. Company shall not be liable for any delays or discrepancies in delivery if the customer has not verified the tentative delivery  prior to placing orders on pre-order product.
5. In the event of any delay in delivery on any pre-order products, Tohands reserves the right the cancel the pre-order and refund the amount paid by the You. While Tohands will make all efforts to deliver the pre-ordered products in time, You may cancel the order and request refund that shall be processed within 10 working days from requesting a refund on email (refund@tohands.in) with adequate data about the order for e.g name, mobile number, email and address for delivery.
6. You understand and acknowledge that in the event Tohands is not able to deliver the pre-order products due to any issue, Tohands shall cancel the pre-order and initiate a refund of the amount paid by You towards such pre-order product(s).
7. All the refunds shall be done only via the payment method used by You for making the payments, and Tohands will only be liable to pay the amount which has been received against the order. Tohands shall not be liable to make any payments over and above the amount received towards the order in any form (interest, delay payment, damages etc.) except as mentioned in this Policy. 

Shipping & Delivery Policy

Tohands’s Shipping & Delivery Policy’s (“Delivery Policy”) objective is to inform You about the terms and conditions for shipping and delivery of products offered by Tohands. Delivery Policy shall apply to and govern the delivery of products offered by Tohands through https://smart.tohands.in/, sub-domains of the Website and Our mobile/web applications (hereinafter, collectively referred to as the “Platform”), by the user (hereinafter, “You”, “Your”, or “User”). The Terms shall apply to the User in relation to the relevant Services availed on the Platform. Capitalized terms not defined herein, shall have the meaning set out in the Terms.

• GENERAL CONDITIONS

1. Platform is developed, owned, operated and provided by Tohands Private Limited, a company incorporated under the Companies Act, 2013, having its registered office at WeWork Oberoi Commerz II, 20th Floor, CTS No. 95, 4 B 3 & 4 590 Off W. E. Highway, Oberoi Garden City, Goregaon East, Mumbai, Maharashtra, 400063, India (hereinafter referred to as “Company”, “Tohands”, “Our”, “We”, or “Us”). The User and Company are referred individually as “Party” and collectively as “Parties”.
2. The Terms and Conditions published on the Platform are incorporated by reference here and shall be read as a part of the Delivery Policy. This Delivery Policy, together with the Terms and Conditions and other Policies sets out Tohands procedures and policies for delivery of products. Any order of Products by You are subject to the terms and conditions set out under this Delivery Policy.
3. We provide shipping and delivery of our products all over India. We aim to provide the best customer experience for You by tying-up and partnering with leading logistics service providers to handle Your order in the best possible way and to ensure that You have a hassle-free experience in receiving the product that You have ordered from the Platform. We make all commercially reasonable endeavours to ensure that the Products are delivered to You in a timely fashion.

• APPLICABILITY OF POLICY – By using the Platform and/or initiating a request for purchase of products on the Website, You agree to be bound by the terms contained in this Delivery Policy. If You do not agree to the terms contained in this Delivery Policy, You are advised not to transact on the Platform. Please note that, We may from time to time change the terms of the Delivery Policy. Every time you wish to use the Platform, please check the Delivery Policy to ensure You understand the terms and conditions that apply at that time.

• TERMS OF SHIPPING AND DELIVERY

1. We partner with third party logistics service providers in order to effectuate product shipping and delivery to You (“Logistics Partners”). We shall provide the details of the Logistics Partner who will be responsible for processing the shipping and delivery of any product(s) purchased by You on the Platform at the time such Product is processed and successfully handed over to the Logistics Partner by Us. The Products are usually dispatched within 6 to 8 days of receiving the order or as per the delivery date agreed at the time of order confirmation and delivering of the shipment subject to Logistics Partner / post office norms. In any case, the User will be provided with an estimated timeline for the delivery of the Product purchased from the Platform. This estimated timeline shall be notified to the user on the order confirmation page displayed at the time the order is confirmed by Us. We will also share details about Your orders pursuant to their dispatch on the e-mail ID and/or mobile number provided by You/ registered with Us. You agree and understand that though We effectuate product delivery to the Users through our Logistics Partners, We reserve the right to ship and deliver the products on Our own without engaging any Logistics Partners or third party service providers. You agree and understand that though we endeavour to ship and deliver our products all across India, We may, in our sole discretion determine a select list of areas which are unserviceable for delivery of products, from time to time. We or Our Logistics Partners do not provide shipping and delivery services in such unserviceable areas and may not process Your orders on the Platform in such cases. In the event an area has been deemed unserviceable by Us, we shall notify such User at the time of placing an order for purchase of products on the Platform. 
2. You agree and acknowledge that to effectuate timely delivery of the purchased products to You We may inquire or collect specific information like your name, shipping address, billing address, landmarks, contact details, etc. You shall ensure that all information that is submitted by You to Us on the Platform is true, complete, accurate and sufficient to identify the actual place of delivery. You understand that You shall bear absolute liability in case of any failure by Us in delivering the purchased products due to Your failure to provide correct, complete, sufficient and accurate information at the time of placing the order. It is further clarified that We shall not be liable in any manner and at any point in time due to Your failure to provide correct and complete information to enable Us to execute a successful delivery of the products.
3. We will attempt to deliver the purchased product to Your designated address within the estimated timeline of delivery notified to You. In the event You are not available or present to accept the delivery of the product, our Logistics Partners will make a maximum of three (3) attempts to deliver the purchased product(s) to You. If the third delivery attempt is unsuccessful and You continue to remain unavailable, We reserve the right to cancel the order of the purchased products at Our sole discretion and the product will be sent back to its original source. We further reserve the right to deduct the shipping and delivery charges borne by Us while processing any refunds subsequent to such cancellation.
4. While We make reasonable endeavours in ensuring that purchased products are delivered to You in a timely manner and within the timeline notified to You, You accept and acknowledge that the delivery may be delayed on account of:
5. Logistics issues beyond our control;
6. Unsuitable weather conditions;
7. Political disruptions, strikes, employee-lockouts, etc.;
8. Acts of God such as floods, earthquakes, etc.; and
9. Other unforeseeable circumstances.
10. In such events of delay, we shall make reasonable attempt to inform You by writing to Your email ID and/or mobile number registered with Us. We disclaim all liabilities that may arise on account of Our failure to inform or notify You of delays in the delivery of purchased products. Further, We shall be under no obligation to compensate You for any claim that may otherwise arise on account of delay in the shipment or delivery or use of the purchased products.
11. We endeavour to engage Logistics Partners, employees, agents with highest regard for ethics and integrity; and who behave in a fashion that exudes thorough professionalism, competence and good mannerism. You agree and acknowledge that the actions, inactions of delivery individuals are not in Our control, and it is not possible for Us to monitor and observe each delivery executive. Since We are merely facilitating delivery of a product purchased by You, We shall not be liable for any acts or omissions on part of our delivery agents, employees, or personnel and/ or the Logistics Partners or their employees, agents, or personnel including deficiency in service, wrong delivery of product, time taken to deliver the product, product package tampering, misconduct etc. For the sake of abundant clarity, it is stated that any ill-mannerism, impoliteness, discourtesy or offensiveness shown by Our delivery executives or the employees, agents, personnel of the Logistics Partners is beyond Our control and any issue arising between You and our delivery executive or an employee, agent, personnel of the Logistics Partners will have to be resolved by You, independently. You agree and acknowledge that You will not hold us responsible or require us to settle, mediate or resolve any disputes between You and the delivery personnel delivering the products to You.
12. Once you place an order on the Platform, we process such order and hand over the purchased product to Our Logistics Partner. The User will receive a unique tracking identity number once the purchased product is handed over to the Logistics Partner, which will enable the User in tracking the status of delivery of the purchased products. The User may use the tracking identity number on the Website or the website and/or the mobile application of the Logistics Partner to check the status and location of the purchased product and its estimated time of delivery. Our operations and service teams coordinate with the Logistics Partners to ensure that the products are delivered to You at the earliest and make all reasonable efforts in ensuring that the Logistics Partners update the tracking status of the purchased products on a real time basis. It is clarified that We engage third party service providers to effectuate deliveries of the products and hence, we do not guarantee the accuracy or correctness of the tracking status and the status may be subject to inconsistencies arising out of time-lags in updating the information and/ or other technical difficulties which are not in our control.
13. We reserve the right to charge or collect shipping fees on products from time to time. Shipping charges may vary based on the value of the product, type of product, area of delivery, payment mechanism, etc. In the event We charge a shipping fees for the delivery of a purchased product, such shipping fees will not be refunded by Us pursuant to any return request raised by You. However, we may make exceptions and refund the shipping fees in the event a defected, damaged, deficient or incorrect product (for reasons attributable to, and accepted by Us after due verification in our sole discretion) has been delivered. You acknowledge and accept that the title and risk of all products ordered by You shall pass on to You upon the delivery of the purchased products to You. You agree that the Logistics Partners are authorized to collect cash on our behalf for ‘cash on delivery’ orders.

• CONTACT US – Any queries or concerns relating to the shipping and delivery of products as per this Delivery Policy may be directed by You to Our customer support team who can be contacted at the below mentioned details:

Contact Detail 

Corporate Address            – Tohands Pvt Ltd, 1st Floor, 150/1, 1st B Cross

Street, Koramangala 8th Block, Bangalore, 

Karnataka 560095, India.

Customer Support Email – hello@tohands.in

Helpdesk – 040-452-08234