Refund policy

Hi! Thank you for being here. We strongly recommend reading our shipping policies to ensure a seamless shopping experience 🤍

 

    • We take extra care to ensure every piece reaches you in perfect condition. Because of this, we unfortunately do not offer returns, exchanges or refunds unless the product is damaged

    • If the product is damaged, we strongly recommend reading our policy to process such claims

    • Once the order has been placed and processed it cannot be cancelled

    • Shipping costs are non-refundable

    • In the unusual circumstance of a tracking link not sent to you, please reach out within 48 hours of placing your order

    • Please inform us within 24 hours if your parcel shows 'delivered' but you have not received it. Post that we will be unable to address the issue with our courier partners

    • To process any claims of a damaged item / missing item - a clear opening video is required before the seal of the outer courier box is broken

    • If you’ve received a damaged item, please email us within 24 hours with clear photos and the opening video of the defect, the outer courier box, and the original packaging at thatchedroofindia@gmail.com or WhatsApp +91 91369 71730 as a message

    • Once you place an order, your items will be shipped within the stipulated time period mentioned under each product. Though we use some of India's largest logistics companies for shipping, we are bound in coverage by their reach but will try to ensure your parcel reaches you in good time

    • Changes in tastes / preferences after the order has been placed and/or delivered will not be entertained

    For Partial COD orders:

    This advance payment confirms the order and initiates the shipping process. The remaining balance is payable in cash upon delivery. This partially paid amount is non-refundable under the following circumstances:

    • Order cancellation after dispatch
    • Refusal or failure to accept the order upon delivery
    • Request for return or exchange of the product
    • Failure to collect the order

    We will attempt delivery twice

    If the customer fails to collect the package on both attempts, the order will be returned to us, and the advance payment will be forfeited.

    This charge covers expenses related to courier services, packaging, handling, and manpower involved in processing and shipping the order.

     

    SHIPPING POLICY

    Domestic Shipping (India)

    • In addition to processing time, standard shipping taken 5-9 days business days (times may vary depending on your location)

    • Same day delivery available in Mumbai (you may reach out to us on: +91 91369 71730)

    • For express shipping, please reach out to us on +91 91369 71730 (Takes 3-4 days, times may vary depending on your pincode)

    • Once an order has been shipped from our warehouse, we cannot cancel the order or directly control it. If there are errors in the phone number, address, pincode, or other details, we are unable to make changes, so we request you to double check your information before placing your order. These errors are not our responsibility and the amount is non-refundable. The best we can do if the parcel is undelivered and returned to us, we can reship it to you with additional courier charges (depends on a case-to-case basis).

    Please Note: For domestic deliveries, we do not accept international phone numbers

    Please note: Delays in shipment caused by natural calamities or unforeseen circumstances (such as floods, war, or other events) are beyond our control and not our responsibility. We appreciate your understanding in such situations and please account for these when placing your order.) That said, we are always available over WhatsApp and Email to help you if any delays persist

     

    International Shipping:

    • We take orders via:

    WhatsApp : +91 91369 71730
    Instagram DM: @thatchedroof.in

    Please note: Delays in shipment caused by natural calamities or unforeseen circumstances (such as floods, war, or other events) are beyond our control and not our responsibility. We appreciate your understanding in such situations and please account for these when placing your order.)

     

     

    STEPS TO PROCESS AN EXCHANGE FOR A DAMAGED / MISSING ITEM:

    If there is a genuine defect / missing item in your item, please send us:

    • A complete & uninterrupted opening video is required before the seal of the outer courier box is broken

    • The video must show the package from the moment of receiving it

    • The seal intact, followed by the full opening of the parcel

    • The product exactly as received, without cuts or breaks in the recording

    • Your Name & Order number

    Thatched Roof reserves the right to refuse returns that do not meet our return/exchange requirements

    If you would like to exchange a faulty item, please be aware that we can ONLY replace it for the same product/ provide a store credit

    If your request is approved, we will offer store credit or an exchange, depending on the situation.

    Please note: the video needs to be shared with us within 24 hours of receiving your order. Beyond which we cannot accept any returns / exchanges

     

    Return Shipping Terms

    • Customers can return the product back to us after it has been approved

    • The item must be shipped back in original box and condition — if it comes to us in a damaged condition, the gift box or the product, we unfortunately cannot offer store credit or a replacement

    • We are not liable for items lost or delayed in return transit, therefore, we recommend using a tracked and reliable shipping service

     

    Warrenties:

    This warranty does not cover:

    • Normal wear and tear, color fading, or natural aging of materials

    • Damage caused by improper use, negligence, accidents, or failure to follow care instructions

    • Modifications, alterations, or repairs performed by unauthorized persons

    • Damage due to exposure to extreme conditions such as moisture, heat, or chemicals

    • Minor irregularities in handcrafted or natural material-based products, which are inherent characteristics of such items

    For silver-plated items, although we use high-grade silver plating and hard lacquering, we cannot guarantee the lifespan of these products, as their durability and beauty depend on the care you give them. Hence, please read the care instructions for these products that are sent along with it / on the website on the product page.

     

    Exclusions

    • Custom orders and sale items are non-exchangeable and final sale

    • Items returned without prior approval will not be accepted

     

    We truly appreciate your understanding and support of a conscious, handcrafted brand. This policy helps us continue working sustainably with our artisans and small-batch partners across India.

     

    CUSTOMER CARE

    To maintain a healthy work-life balance, our team will be unavailable on Sundays.

    Customer care: 10am-5:30pm (please allow 24 hours for our customer care to get back to you)