Return & Refund Policy

Effective Date: 29 March 2026  |  Version: 2.0

At THC Store, we strive to ensure your complete satisfaction. This policy explains the conditions, processes, and timelines for returns, refunds, cancellations, and exchanges.

1. Return Eligibility

1.1 Return Window

You may request a return within 7 days of delivery for most products. Some product categories may have a different return window, which will be displayed on the product page.

1.2 Conditions for Return

To be eligible for a return, the product must:

• Be unused, unopened, and in its original packaging with all tags and seals intact
• Not be expired or near expiration (within 30 days of expiry)
• Have the original invoice or order confirmation available
• Not be a product marked as "non-returnable" on the product page
• Not show signs of customer-caused damage, misuse, or tampering

1.3 Non-Returnable Products

The following products are not eligible for return:

• Products with broken seals or tampered packaging
• Personal hygiene products once opened
• Products with an expiry date within 30 days of delivery
• Customised or made-to-order products
• Products specifically marked as "non-returnable" or "final sale"
• Digital products, gift cards, and membership plans (see Section 7)

2. How to Request a Return

1. Log in to your THC Store account and navigate to My Orders
2. Select the order containing the product you wish to return
3. Click "Request Return" and select the specific product(s)
4. Choose a return reason from the available options:
   • Product is defective or damaged
   • Wrong product received
   • Product does not match description
   • Size or fit issue
   • Quality not as expected
   • Changed my mind
   • Other (with description)
5. Upload photographic evidence (required for damage/defect claims)
6. Submit the return request

The Brand Partner will review your request and approve or reject it within 2 business days.

3. Return Process After Approval

1. Pickup Scheduled: Our logistics partner (Shiprocket/Delhivery) will schedule a pickup from your registered address
2. Product Picked Up: The logistics partner collects the product. You will receive a reverse AWB tracking number
3. Product Received by Brand: The Brand Partner receives and inspects the returned product
4. Inspection Assessment: The product is assessed for condition:
   • Good condition: Full refund processed
   • Minor damage (transit): Full refund processed; transit damage claim filed with logistics
   • Major damage (customer-caused): Partial refund or rejection
   • Suspected fraud: Return rejected; product returned to customer; account flagged
5. Refund Processed: Upon successful inspection, the refund is initiated

4. Refund Methods & Timelines

Original Payment Method	Refund Method	Timeline
Credit/Debit Card	Original card	7–10 business days
UPI	Original UPI account	5–7 business days
Net Banking	Original bank account	7–10 business days
Cash on Delivery	Bank transfer to the account details you provide	7–10 business days
Payment Link	Original payment method used	7–10 business days

Note: Refund timelines begin from the date the refund is initiated by THC Store, not from the date of return request. Bank processing times may add additional days depending on your financial institution.

5. Partial Refunds

A partial refund may be issued if:

• The returned product shows signs of use or is not in original condition
• Packaging, tags, or accessories are missing
• Only part of a multi-item order is returned
• The inspection reveals minor customer-caused damage

The partial refund amount will be communicated to you before processing.

6. Order Cancellation

6.1 Before Shipping

You may cancel an order at any time before it is shipped. A full refund will be processed to your original payment method within 5–7 business days.

6.2 After Shipping

Once an order has been shipped, cancellation is not available. You must wait for delivery and then initiate a return as per the process described above.

6.3 Brand-Initiated Cancellation

If a Brand Partner cancels your order (due to stock issues, quality concerns, or other reasons), you will receive a full refund automatically. A credit note will be generated for your records.

7. Special Categories

7.1 Damaged or Defective Products

If you receive a product that is damaged in transit or has a manufacturing defect, contact us within 48 hours of delivery with photos. We will arrange a replacement or full refund at no cost to you, regardless of the standard return window.

7.2 Doctor Consultation Refunds

Consultation fees are refundable only if:

• The Doctor cancels or fails to attend the scheduled consultation
• A technical failure (on THC Store's end) prevents the consultation from occurring
• You cancel the consultation within the free cancellation window (if applicable)

Refunds for completed consultations are not available, as the service has been rendered.

7.3 Membership Refunds

Membership purchases are non-refundable once activated. If a membership is purchased but not yet activated, a full refund may be requested within 7 days of purchase.

7.4 Subscription Cancellations

You may cancel a product subscription at any time before the next billing cycle. No refund is issued for the current cycle. Any products already shipped as part of the subscription follow the standard return policy.

8. Exchange Policy

Exchanges are available for eligible products. After a return is approved, you may opt for an exchange instead of a refund. The replacement product will be shipped after the returned product is received and inspected. If there is a price difference, it will be charged or refunded accordingly.

9. Grievances

If you are dissatisfied with the return or refund outcome, you may escalate the matter by contacting our support team at support@thcstore.in. We will review your case and respond within 5 business days.

Last updated: 29 March 2026