## **Refund and Return Policy**

At **Toutaly**, we strive to ensure your complete satisfaction with every purchase. To maintain transparency and provide a smooth shopping experience, we have established the following procedures for returns and refunds. These policies are applicable to orders within **India**.

### **1. General Return Guidelines**

* **Return Request Period:** If you wish to return a product, you must submit a complaint within **48 hours** of receiving the delivery. Requests made after this 48-hour window will not be accepted.

* **Condition of Product:** To qualify for a refund or exchange, items must be in their **original condition**: unused, unwashed, and undamaged. All original packaging, tags, labels, and accessories must be intact.

* **Unboxing Video Requirement:** For all claims regarding damage or missing items, a clear **unboxing video** is mandatory. This video serves as crucial evidence to assess your claim and provide assistance.

### **2. Specific Return Scenarios**

* **Damaged or Defective Products:** If you receive a damaged item, please provide the unboxing video immediately. Once the defect is confirmed, we will initiate the refund or replacement process.

* **Missing Items:** If an item is missing from your order, share an unboxing video displaying the received contents within 48 hours. Upon verification, we will issue a refund for the missing item(s).

* **Wrong Product Ordered (Exchange):** If you mistakenly ordered the wrong item and wish to exchange it, please note that **shipping charges** for both the return and the replacement will be the customer's responsibility. As we operate on a wholesale model, we cannot absorb these logistics costs for customer errors.

* **Expectation Discrepancy:** If the product does not meet your expectations or appears different from the website images, you must notify our customer service within **24 hours** of receipt. Our team will review the case and take an appropriate decision.

### **3. Custom-Printed Products Policy**

* **No Cancellations:** Once an order for a custom-printed product is placed, it cannot be canceled due to the specialized production costs and the inability to resell customized goods.

* **No Returns:** Custom-printed items will not be taken back under any circumstances. If a courier is unable to deliver, we will arrange an alternative shipping method to ensure it reaches you.

### **4. Shipping & Delivery**

* **Return Shipping:** The cost of return shipping is the responsibility of the customer, except in cases where **Toutaly** sent an incorrect or damaged item. We recommend using a tracked, reliable shipping service.

* **Rejection of Parcel:** If a parcel is rejected or denied at the time of delivery after dispatch, the following will be deducted from your refund:

* **Shipping Charges:** 2x the original shipping fee (covering forward and reverse logistics).

* **Packing Charges:** 10% of the total product value.

* **Delayed Deliveries:** While we aim for timely delivery, delays caused by courier services (1-2 months in extreme cases) will be handled on a case-by-case basis. If your parcel shows no updates for **15 days**, please contact us immediately.

### **5. Refund Process**

Once your return is received and inspected at our premises, we will notify you of the approval or rejection of your refund.

* **Timeline:** Approved refunds will be processed within **7 days** of the date we receive the returned product.

* **Method:** The refund will be applied to your original method of payment.

* **Final Verification:** Refunds are only issued if the product is confirmed to be in its original state, is the exact item shipped, and is accompanied by the original receipt/invoice.

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### **Contact Us**

For any queries or to initiate a return, please reach out to our support team:

**Toutaly Customer Support**

**Email:** support@toutaly.com

**Phone:** 9496960906

**Website:** [www.toutaly.com](http://www.toutaly.com)

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Would you like me to adjust any of the specific timeframes or the percentage for the packing charges to better suit your current business model?