At ThaiTonka, we want customers to have a clear understanding of our return and refund process. This Refund & Return Policy explains when returns may be accepted, how to report damaged or incorrect items, how refunds are reviewed, and what customers should expect during the process.
This policy is general business policy content for our ecommerce store in Pakistan. For case-specific help, customers should contact support at [email protected].
To be considered for a return, items should generally be unused, in their original condition, and returned with original packaging where possible. Requests should be made within a reasonable time after delivery. Approval of a return depends on the condition of the item, the reason for the request, and whether the product is eligible for return.
If you receive an item that is damaged, defective, missing parts, or different from what you ordered, please contact us as soon as possible at [email protected]. To help us review the issue, we may ask for your order number, a description of the problem, and clear photos of the item and packaging.
After review, we may offer a replacement, exchange, store credit, partial refund, or full refund depending on the situation and stock availability.
Some items may not be eligible for return due to hygiene, safety, perishability, customization, clearance status, or other product-specific reasons. We may also refuse returns where products show signs of use, tampering, or damage not caused during delivery.
To request a return or refund, please contact [email protected] and provide:
Our support team will review the request and provide next steps, including whether the item should be returned and where it should be sent if a physical return is required.
Returned items may be inspected after receipt. Approval of a refund or exchange is based on the condition of the returned item, consistency with the reported issue, and compliance with this policy. If the returned item does not meet return conditions, we may decline the request or offer an alternative resolution where appropriate.
If a refund is approved, it will generally be issued to the original payment method where possible. Processing times may vary depending on the payment provider, bank, or payment method used. Shipping fees and other service charges may be non-refundable unless the return is due to our error or the item arrived damaged, defective, or incorrect.
If you would prefer an exchange, please mention this when contacting support. Exchanges may be offered for eligible items where replacement stock is available. If a direct exchange is not possible, we may offer another resolution such as a refund or store credit.
Return shipping responsibility may depend on the reason for the return:
If you need to cancel an order, please contact us immediately at [email protected]. We may be able to cancel the order before it is processed or shipped. Once an order has been dispatched, cancellation may not be possible and the order may need to follow the return process instead.
Please contact us promptly after receiving your order if there is an issue. Delayed reporting may affect our ability to investigate shipping damage, verify condition, or offer the preferred resolution. Return handling and refund completion times may vary depending on the nature of the request and the logistics involved.
If you have questions about this Refund & Return Policy or need help with a specific order, please contact us at [email protected]. Customers should contact support for case-specific help.
