Refund policy

Cancellation, Return & Refund Policy

No Cancellation, Return or Refund

Once an order is placed and payment is successfully completed, it cannot be cancelled, returned, or refunded, as our baby products are non-returnable for safety and hygiene reasons.

Damaged or Incorrect Product

We take great care while packing every order. In the rare event that you receive a wrong, damaged, or defective product, please contact our customer support team at thooliofficial@gmail.com within 24 hours of delivery.

To help us resolve the issue quickly, customers are requested to record an opening/unboxing video of the package immediately upon receiving the order. Please ensure that the package, shipping label, and product are clearly visible in the video.

After receiving the complaint, our customer support team will contact the customer within 1–2 business days to acknowledge and review the complaint.

The complaint will be reviewed and verified based on the information and supporting evidence provided by the customer. If a refund is approved, the refund will be processed within 5–7 business days from the date of approval and will be credited to the original payment method/source account used for the transaction.

The actual time taken for the refund amount to reflect in the customer's account may vary depending on the payment gateway, bank, card issuer, or payment service provider.

Payment Failure / Duplicate Payment

If your payment is deducted but the order is not successfully placed, the amount will be handled according to the payment gateway/bank's transaction process.

If a refund is applicable for a failed or duplicate transaction, it will be processed to the original payment method within 5–7 business days after confirmation of the failed or duplicate transaction.

The actual time taken for the refund amount to reflect in the customer's account may vary depending on the payment gateway, bank, or payment service provider.

Refund Eligibility

Refunds are generally not applicable for successfully delivered orders due to the safety and hygiene considerations associated with our baby products.

A refund may be considered in the following applicable circumstances:

  • The customer has been charged more than once for the same order due to a duplicate payment.

  • Payment has been deducted but the order was not successfully placed.

  • A wrong, damaged, or defective product has been received and, after verification, a refund is determined to be the appropriate resolution.

All refund requests are subject to verification and approval by our customer support team.

Refund Processing & Credit Timeline

For an approved refund, we will process the refund to the original payment method/source account within 5–7 business days from the date the refund is approved.

Once the refund has been processed by us, the time required for the amount to appear in the customer's account may vary depending on the payment gateway, bank, card issuer, or payment service provider.

Thooli is not responsible for delays caused by the customer's bank, payment gateway, card issuer, or other payment service providers after the refund has been successfully processed by us.

Customer Responsibility

Customers are requested to inspect the package and product immediately upon delivery and report any wrong, damaged, or defective product within 24 hours of delivery.

For damaged, defective, or incorrect products, customers should provide the required unboxing video, photographs, order details, and any other information requested by our support team for verification.

Failure to report an issue within the specified 24-hour period may make the customer ineligible for a replacement or refund.

Contact Us

For any cancellation, return, refund, damaged product, incorrect product, payment failure, or duplicate payment concerns, please contact our customer support team:

Email: thooliofficial@gmail.com

Our customer support team will contact the customer within 1–2 business days after receiving a complaint.

Last Updated: 16/08/2026