Qus : How does Thiya help in resolving any issue with a product purchased on Thiya?
If you're facing any issues with a product purchased on Thiya, we shall help by verifying and trying to resolve your product issue as part of the return verification process. The Issue resolution steps may be shared with you as self-help, or with assistance over call or a Thiya (or partner) personnel may visit your place.The seller will arrange for a replacement if the issue has not been resolved.
Issue resolution steps will be available for products like mobiles, tablets, laptops, large appliances, electronics, home appliances, furniture etc.
In case the item is not in stock or has been permanently discontinued, the refund for the entire product or part(s) of the product will be provided by the seller.
Returns Pick-Up and Processing
In case of returns where you would like item(s) to be picked up from a different address, the address can only be changed if pick-up service is available at the new address.
During pick-up, your product will be checked for the following conditions:
IMEI/ name/ image/ brand/ serial number/ article number/ bar code should match and MRP tag should be undetached and clearly visible.
All in-the-box accessories (like remote control, starter kits, instruction manuals, chargers, headphones, etc.), freebies and combos (if any) should be present.
The product should be unused, unwashed, unsoiled, without any stains and with non-tampered quality check seals/ warranty seals (wherever applicable). Before returning a Mobile/ Laptop/ Tablet, the device should be formatted and Screen Lock (Pin, Pattern or Fingerprint) must be disabled. iCloud lock must be disabled for Apple devices.
The product (including SIM trays/ charging port/ headphone port, back-panel etc.) should be undamaged and without any scratches, dents, tears or holes.
Product's original packaging/ box should be undamaged.
The field executive may refuse to accept the return if any of the above conditions are not met.
For any products for which a refund is to be given, the refund will be processed once the returned product has been received by the seller.
Qus : What is Thiya's Replacement Guarantee?
Ans : If you have received a product in a damaged or defective condition or if it is not as described, you can make use of Thiya's Replacement Guarantee to get a brand new replacement at no extra cost! For Apparel and Footwear, you can raise an exchange request for a different size/colour.
- Returns including all replacements/pickups are done free of cost.
- In case of Refunds, the entire amount paid by you including shipping and gift wrapping charges are transferred to your account.
- We strive to ease the pickup process for you in case of returns. In most of the cases we deliver the replacement while we do the pickup.
- In a few other cases, we ensure that pickup is arranged at the earliest and we ship the replacement as soon as we receive the item from our courier partner.
- In the rare scenario where a pickup cannot be done in certain areas, you can ship the product through any other courier. You will be reimbursed the shipping charges against the original receipt.
- Replacement is subject to availability of stock with the Seller. In case a Replacement is not available, Seller will refund the amount for the same.
Qus : What items can I Exchange?
Ans : We allow exchange on items such as Apparel and Footwear, where a trial is required to determine if the fit is right. You can exchange an item for the same product in the size/color of your choice.
We hope you understand that the product can only be used for trial and cannot be used, washed, ironed or tampered in any way. Please include all price tags, labels, original packing and invoice along with the product.
Qus : When are returns not possible?
Ans : There are certain scenarios where it is difficult for us to support returns
- Return request is made outside the specified time frame
- Product is damaged because of use or Product is not in the same condition as you received it
- Specific categories like innerwear, lingerie, socks, clothing freebies, etc.
- Any consumable item which has been used or installed
- Products with tampered or missing serial numbers
- Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories
- Made-to-order / custom jewellery
- Fragile items, hygiene related items
Qus : Can I return part of my order?
Ans : Yes, a return can be created at item level and if you have ordered multiple items, you can initiate a return for a partial quantity.
Qus : When are Refunds provided?
Ans : We work to provide the most hassle-free online shopping experience. You are covered and your money safe.
Refunds are issued when
- Seller cannot provide replacement
- In-line with Buyer Protection, when a dispute has been ruled in your favour
Seller allows Refunds on select categories under certain conditions. Please check with the individual Seller's Returns Policy.
Qus : I have requested a replacement, when will I get it?
Ans : Once a replacement request is created, we send you an email detailing the pickup process as well as provide details about the replacement.
In most cases, the replacement item is delivered to you at the time of pick-up. In all other cases, the replacement/refund is initiated after the originally delivered item is picked up.
If you don't get the return within the promised date, contact us immediately.
Qus : I've still not received the refund to my bank account. Why?
Ans : If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with financial organisations for the same.
Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn't happened by the date we promised, you can contact us. We will gladly help you.