Return & Exchange Policy
1. Purpose and legal position
TT sells luxury products that may be Ready-to-Ship, Made-to-Order, Customised, altered, personalized or bespoke. This Policy distinguishes ordinary commercial change-of-mind rights from rights arising because goods are defective, materially damaged, wrong, spurious or materially non-conforming. A statement that an item is "non-returnable", "non-refundable" or "final sale" applies to an ordinary change of mind unless Applicable Law permits a remedy on another ground.
2. Product categories
| Category | Ordinary change-of-mind position |
|---|---|
| Ready-to-Ship - full price | Eligible for exchange or online store credit if requested within 7 calendar days after delivery and all return conditions are satisfied. A cash/original-source refund is not offered for pure change of mind unless TT expressly offers it or law requires it. |
| Made-to-Order / MTO | No ordinary cancellation after Order Lock and no ordinary return/exchange after delivery, because production is committed for the customer. |
| Customised / Bespoke / Altered / Personalized | No ordinary cancellation after Order Lock and no ordinary return/exchange after delivery. |
| Final Sale / Sale / Outlet / Promotional | No ordinary change-of-mind return/exchange where clearly disclosed before purchase. |
| Hygiene-sensitive / intimate / pierced accessories (if sold and identified) | No ordinary change-of-mind return once protective seal/hygiene protection is opened or removed, subject to defect/statutory exceptions. |
3. Customer cancellation before dispatch / production commitment
Ready-to-Ship: a cancellation request may be accepted before dispatch. MTO/Customised/Bespoke: a cancellation request may be accepted before Order Lock. After Order Lock, the order is non-cancellable for change-of-mind reasons.
4. Conditions for an eligible discretionary return or exchange
- The request is submitted within the applicable return window and TT issues a Return Authorization / complaint ticket.
- The product is unused, unworn, unwashed, unaltered and free from perfume, makeup, stains, odour, damage or other signs of use.
- All original brand tags and any TT security/tamper tag remain attached, intact and unaltered.
- All components, accessories, belts, dupattas, blouses, spare materials, packaging, dust/muslin bags, authenticity or product documents supplied with the Order are returned.
- The item is packaged safely and returned through the method instructed by TT.
- The item passes TT's documented return quality inspection and is not an excluded category unless a qualifying defect/statutory exception applies.
If a discretionary return fails these conditions for a reason attributable to the Customer, TT may reject the return and return the product to the Customer. TT will communicate the reason for rejection.
5. Qualifying defect, wrong product, transit damage and material non-conformity
Regardless of product category, please contact TT where the product has a genuine manufacturing defect existing at delivery; is materially damaged in transit; is the wrong style/product/component or quantity; is materially different from the accepted Order Specification; is spurious/non-authentic; or is otherwise covered by a non-waivable statutory remedy.
A manufacturing defect is a material fault in construction, workmanship, component or material application that existed at delivery and causes the product to materially depart from the accepted Order or the expected functional/quality standard. Examples may include an open structural seam, broken closure, pre-existing tear/stain, material missing component, substantial workmanship failure, or material measurement departure beyond the approved tolerance.
6. What is not ordinarily a manufacturing defect
- Minor natural slubs, weave/texture irregularities or colour characteristics inherent in natural or hand-worked materials.
- Minor placement variations in hand embroidery, hand printing or embellishment that remain within approved brand tolerance.
- Minor colour shade differences caused by screen/display settings, lighting or normal hand-dye processes where the delivered colour remains materially consistent with the accepted specification.
- Reasonable finished-garment measurement tolerance approved by TT and applied consistently.
- Fit issues caused solely by inaccurate customer-supplied measurements where the garment conforms to the approved measurement record and tolerance.
- Damage caused after delivery by wear, accident, mishandling, unauthorized alteration/repair, improper storage, incorrect washing/dry-cleaning or failure to follow care instructions.
TT's internal defect/tolerance schedule is a quality-assessment tool and does not limit statutory consumer rights.
7. 60 hour priority evidence window for visible issues
For visible package tampering, material transit damage, a clearly wrong item or a missing component, please notify TT within 60 hours of delivery and preserve the product, tags and packaging. Provide clear photographs/video of the outer package, shipping label, product, tags/components and issue. This 48-hour period is an evidence and priority-service standard; it does not extinguish a genuine latent manufacturing defect or any right that cannot lawfully be waived.
8. How to raise a request
- Contact info@taruntahiliani.com; and quote the Order ID.
- State the issue and preferred remedy and attach clear photographs/video where relevant.
- TT will create a complaint / Return Authorization reference and may ask reasonable questions or evidence required to verify the issue.
- Do not self-ship a product until TT provides return instructions unless Customer Care specifically asks you to do so.
- For an alleged defect, do not wash, dry-clean, alter or repair the item before TT has had a reasonable opportunity to inspect it, unless necessary to prevent further damage.
9. Inspection and evidence
TT may compare the returned product against the Order Confirmation, approved measurements/customizations, product page, pre-dispatch QC images/video, security tag, logistics records and the condition of the returned item. TT will record and communicate the outcome and reason. No internal decision is "final and binding" to the exclusion of a remedy available under Applicable Law.
10. Remedies
For a verified qualifying issue, TT will provide the remedy required by Applicable Law and appropriate to the circumstances. Depending on the nature of the issue, this may include repair/rectification, alteration, replacement, exchange, refund to the original payment method, or another remedy agreed with the Customer. A repair/alteration remedy will not be imposed where it would materially diminish the product, fail to cure the issue within a reasonable period, or where law requires a refund/replacement.
11. Exchanges and store credit
Where an eligible Ready-to-Ship discretionary return is approved, TT may offer an exchange or online store credit. Availability of a replacement is subject to stock. Any store-credit validity, single-use restriction or product exclusion will be stated when the credit is issued. Store credit will not replace a cash/original-source refund where law requires a refund.
12. Refund method, timing and deductions
Where a refund is approved or required, TT will ordinarily initiate it within five (5) Business Days after final approval/verification. Prepaid-order refunds will be initiated to the original payment method. If the original method cannot lawfully or technically receive the refund, TT may request verified bank details or agree another lawful method. The payment provider or bank may take additional time to post the credit after TT initiates it.
TT will not deduct a payment-gateway or cancellation fee from a full refund where TT cancels an Order because it cannot fulfil it. For a customer-caused discretionary return, only clearly disclosed and legally permitted actual shipping/reverse-logistics charges may be allocated to the Customer. No undisclosed penalty will be deducted.
13. Partial returns, sets, bundles and complimentary items
A product sold as a set may need to be returned as a complete set unless the defect or request relates to a separately identifiable component and TT agrees otherwise. Where a discretionary return causes a conditional promotional benefit or complimentary gift to become inapplicable, TT may require the unused gift to be returned or make a clearly disclosed lawful adjustment. This does not reduce a mandatory defect refund.
14. International Orders
Ordinary change-of-mind returns/exchanges for international Orders are not offered unless the product page or checkout expressly states otherwise. This restriction does not apply to qualifying defects, material transit damage, wrong delivery or other non-waivable rights. Destination duties/taxes paid directly to foreign authorities are generally outside TT's control and may not be recoverable from TT unless the delivery terms or Applicable Law require otherwise. TT will bear or reimburse reasonable return logistics in TT-attributable qualifying cases to the extent required by law or the approved remedy.
15. Return fraud, abuse and chargebacks
TT may reject a fraudulent or abusive discretionary return, including substitution of a different product, removal/replacement of security tags, deliberate damage, use followed by return, falsified evidence or repeated abuse. This does not permit TT to reject a genuine statutory claim. If a chargeback and a TT refund are both received for the same amount, TT may take reasonable steps to recover the duplicate payment after verifying the transaction record.
16. Customer Care and grievance escalation
Returns/refunds: [care@taruntahiliani.com] | [CUSTOMER CARE PHONE/WHATSAPP - +91 8448906622]. Consumer Grievance Officer: [Sonali Tayal, Chief Financial Officer, Phone - +91 9990202182]. TT will issue a complaint ticket/reference and follow the grievance timelines stated in the Website Terms & Conditions.
17. Statutory rights
This Policy defines TT's contractual and discretionary return framework. It does not exclude, waive or reduce any right or remedy that a consumer is entitled to under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020 or other Applicable Law.