Refund & Cancellation Policy

Effective date: 15 October 2026  |  Version: 5.0

This Return & Refund Policy applies to purchases made on THC Store India (www.thcstore.in), operated by THC - The Herb Culture Private Limited, Mumbai ("THC Store", "we", "us"). Products are sold by independent Brand Partners; we run the return and refund process on their behalf. This Policy forms part of the Customer Terms & Conditions. It applies even if an invoice carries general wording such as "goods once sold will not be taken back".

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1. Key points

• You can request a return within 7 days of delivery.
• You can cancel an Order yourself before it ships.
• Every refund is reviewed and approved by our team before it is paid.
• Refunds go back to your original payment method. COD orders are refunded by bank transfer. We do not refund as store credit or wallet balance.
• For every refund or cancellation, a credit note is issued.

2. Cancelling an Order

2.1 By you, before shipping

You can cancel from your account while the Order is pending, confirmed or processing. Once it has shipped, you can no longer cancel, but you can request a return after delivery.

When you cancel before dispatch, you are refunded:

• the price of the goods;
• the delivery fee;
• the ₹40 COD fee, if you chose COD; and
• any Consultation fee in the Order, unless the Consultation has already started or been held, in which case that fee is kept.

2.2 Orders waiting for a prescription

An Order on prescription hold (waiting for a prescription, being reviewed, or waiting for a booked Consultation) cannot be cancelled from your account. If a prescription is not accepted, the Order stays on hold so you can upload a new one or book a Consultation — it is not cancelled automatically. If you want to cancel, contact support; the refund follows once we process the cancellation.

2.3 By the Brand Partner or by us

A Brand Partner may cancel an Order (or its part of a multi-brand Order) before shipping, for example if an item is out of stock. An Order a Brand Partner has not accepted within 48 hours is cancelled automatically. In each case you receive a full refund of what you paid for the cancelled items, after review by our team. Cancellations made by our own team are refunded straight away.

2.4 After dispatch

The COD fee is not refunded once an Order has been dispatched.

3. Returns

3.1 Window

You can request a return for a delivered Order within 7 days of delivery. The same window applies to every Product. One return request can be open per Order at a time.

3.2 Conditions

To be accepted, a returned Product should be in the condition you received it — unused, in its original packaging with seals intact — unless it arrived damaged, defective or wrong. The following are normally not accepted, and this is checked when the item is inspected:

• Products with a broken seal or tampered packaging (unless they arrived that way);
• personal-care, hygiene and consumable products that have been opened or used;
• expired Products, unless they were delivered already expired; and
• Products damaged by misuse after delivery.

3.3 How to request a return

1. Go to My Orders and open the delivered Order.
2. Choose Request Return, select the item(s) and whether you want a refund or an exchange.
3. Choose a reason — for example defective, damaged, wrong product, not as described, size/fit, quality issue or changed my mind.
4. Add photos. Photos are essential for damage or defect claims.
5. Submit the request.

3.4 What happens next

1. Review: the Brand Partner approves or rejects the request, and our team gives the final approval and can overturn a Brand Partner's rejection. A claim for a damaged or defective item with at least 2 photos may be approved automatically.
2. Return of the item: once approved, we will tell you how the item will be collected or sent back.
3. Inspection: the returned item is inspected when received.
   • In the expected condition: refund of the item's price.
   • Minor damage or missing parts: the refund may be reduced.
   • Major damage: 50% of the item's price is refunded.
   • Suspected fraud (for example a different or tampered item returned): no refund.
4. Refund or exchange: the refund is approved and paid, or the replacement is shipped.

3.5 How much is refunded on a return

A return refund is the price you actually paid for the returned items, after any discounts applied to them (such as coupons or Membership discounts). The original delivery fee is not refunded on a return.

3.6 Exchanges

Instead of a refund, you can ask for an exchange. The replacement is shipped after the returned item has been received and inspected. If the replacement costs a different amount, we will tell you how the difference will be handled before the exchange goes ahead.

3.7 Damaged, defective or wrong items

If an item arrives damaged, defective or different from what you ordered, raise a return within the 7-day window with clear photos of the item and packaging. Taking photos when you open the parcel helps.

4. How refunds are paid

You paid by	Refunded to
Card, UPI, net banking or wallet through Razorpay (including a payment link)	The same payment method
Cash on Delivery	Bank transfer to the account details you give us

Our team approves each refund before it is paid. Once a refund has been paid out, the time it takes to reach your account depends on your bank, card issuer or payment provider. We can also make partial, goodwill or manual refunds where appropriate.

5. Consultation fees

• If you cancel before the Consultation starts, the fee is refunded after review by our team.
• If the Doctor cancels or does not attend, contact us and the fee will be refunded after review.
• Once the Consultation has started or been held, the fee is not refunded.
• If the Doctor cannot reach you after 3 attempts, the Consultation moves to the same time the next day. This can happen twice; after that the booking is closed and the fee is not refunded.
• A refund never exceeds what you actually paid (for example, nothing is refunded on a free Consultation).

6. Memberships

• Membership fees are not refunded automatically, including when you stop using the Membership, and are never refunded pro rata.
• Our team may grant a refund at its discretion; write to support@thcstore.in. Any refund goes to the original payment method, or by bank transfer for COD.
• A Membership bought in a COD Order does not start if that Order is cancelled before the cash is collected.

7. Subscribe & Save

• You can cancel or pause a subscription at any time from your account.
• Each renewal is paid only when you pay its payment link, so an unpaid renewal is simply not charged or sent.
• Each delivered subscription order is treated like any other Order for cancellations and returns.

8. Failed payments and failed deliveries

• If a payment fails but money is debited, it is reversed by Razorpay or your bank under their normal process. Contact us if it is not.
• If a parcel cannot be delivered and goes back to the Brand Partner, contact us and we will tell you whether it can be re-sent or refunded.

9. Questions and complaints

For help with a cancellation, return or refund, contact support@thcstore.in (Monday–Saturday, 10 AM – 7 PM IST) or use the support options in your account. If you are not satisfied with the outcome, you can write to our Grievance Officer, Mr. Krishnakant Tiwari, at support@thcstore.in with the subject "Grievance:". We acknowledge complaints within 48 hours and resolve them within one month of receipt. You may also approach the National Consumer Helpline or a Consumer Commission.

10. Contact us

THC - The Herb Culture Private Limited, trading as THC Store India (www.thcstore.in), a company incorporated under the Companies Act, 2013.

• Registered office: A-504, Raghukul CHS, Valley Complex, Near Dindoshi Depot, Malad East, Mumbai, Maharashtra 400097, India
• CIN: U52100MH2020PTC335594
• GSTIN: 27AAHCT6948E1ZZ
• Email: support@thcstore.in
• Phone: 022 7961 7885 | +91 81692 69688 | +91 79054 42943
• WhatsApp: +91 81692 69688
• Support hours: Monday–Saturday, 10 AM – 7 PM IST
• Grievance Officer and data protection contact: Mr. Krishnakant Tiwari, Founder — support@thcstore.in (subject "Grievance:" or "Privacy:"), +91 81692 69688, at the registered office above
• Social: Instagram @thcstore.india and @thcindia.store, Facebook, X (Twitter), YouTube @THCSTOREINDIA

Last updated: 15 October 2026