Returns and Exchange Policy Detailed
Tiger & Toucan
Returns and Exchange Policy
This Returns and Exchange Policy (the “Policy”) constitutes a legally binding agreement between you (the “Customer”) and Tiger & Toucan (the “Company”). By placing an order through www.tigerandtoucan.com or via any of our official channels (including but not limited to WhatsApp, Instagram, telephone or in-store), the Customer expressly acknowledges, accepts and agrees to be bound by this Policy in full. Claims of ignorance of this Policy shall not excuse non-compliance with its terms.
1. Eligibility; Time Limits
1.1 All requests for return or exchange must be initiated by email to hello@tigerandtoucan.com within seven (7) calendar days from the date of delivery as recorded by our logistics partner.
1.2 All returned products must be received by us within fifteen (15) calendar days from the date of delivery. The date of receipt shall be the Company’s inbound scan at our returns facility.
1.3 Failure to comply with the time limits set out in clauses 1.1 and 1.2 shall render the return/exchange request void.
2. Condition of Returned Goods
2.1 To be eligible for return or exchange the product must be unused, unworn, unwashed and free from damage, and must be returned in its original packaging with all tags, labels and accessories intact and included.
2.2 The original order invoice/confirmation must be enclosed in the return consignment.
2.3 Prior written approval via hello@tigerandtoucan.com is mandatory. Products dispatched without prior approval will, at the Company’s election, be refused and returned to the sender at the sender’s cost.
2.4 The return package must clearly identify the Customer’s full name and Order ID.
3. Non-Returnable and Non-Exchangeable Products
The following categories of products are non-returnable and non-exchangeable:
(a) customized, altered or personalized products;
(b) products purchased on sale, clearance or with any promotional discount, coupon or gift card;
(c) accessories, add-ons, and gift boxes, unless demonstrably defective on arrival;
(d) products expressly marked “Final Sale” at the time of purchase; and
(e) intimate apparel, swimwear or hygiene-sensitive items where the sanitary seal is broken (unless defective).
This clause is without prejudice to any non-waivable rights conferred upon the Customer by applicable consumer protection law.
4. Damaged, Defective or Incorrect Deliveries
4.1 Claims for damage, defect or incorrect delivery must be notified by email within twenty-four (24) hours of delivery.
4.2 All such claims must be supported by an unboxing video that: (a) records the courier package in its sealed form; (b) records the opening of the package; and (c) shows the product and any defect or discrepancy claimed.
4.3 Claims submitted without video evidence may be deemed invalid.
5. Quality Control and Verification
5.1 All returned products shall be subject to the Company’s quality control inspection and authentication procedures.
5.2 The Company may quarantine and inspect returned items and may engage independent third-party inspectors.
5.3 If a claim is found fraudulent, the Company may reject it, return items at the customer’s expense, and recover costs including legal fees.
6. Exchanges and Store Credit
6.1 Exchanges are provided only through issuance of store credit.
6.2 Store credit is issued for the value of the returned product (exclusive of shipping charges) and is valid for three hundred sixty-five (365) days.
6.3 The Customer must place a new order to effect any exchange. The Company does not guarantee availability of replacement inventory.
6.4 Exchanges typically take ten (10) to fifteen (15) working days from receipt of the returned item, subject to inspection and verification.
7. Cancellations
7.1 Orders may be cancelled only prior to dispatch.
7.2 Prepaid orders that are cancelled shall be refunded exclusively through store credit.
7.3 Customized or personalized orders cannot be cancelled under any circumstances.
8. Refunds; Limitations
8.1 Refunds shall only be provided in the form of store credit. No monetary refunds will be made, except where required by law.
8.2 Refunds/store credit shall cover the product value only and exclude shipping charges (both inbound and outbound).
8.3 Products failing quality control inspection shall not be eligible for refunds. Such items shall be returned to the customer at their expense.
8.4 The Company shall not be liable for any interest, loss or consequential damages arising from the issuance or use of store credit.
9. Fraudulent Claims; Indemnity
9.1 The Company reserves the right to decline or investigate any claim it reasonably suspects to be fraudulent.
9.2 The Company may restrict or refuse service to Customers who repeatedly submit invalid or fraudulent claims.
9.3 The Customer shall indemnify and hold the Company harmless from and against all losses, liabilities, costs, damages and expenses (including reasonable legal fees) arising from false or fraudulent claims or misrepresentations.
10. Shipping, Risk and Duties
10.1 Risk of loss or damage to goods passes to the Customer upon delivery to the courier.
10.2 For international shipments, the Customer is solely responsible for all customs duties, taxes and fees.
10.3 Returned international shipments resulting from unpaid duties or failed delivery attempts shall be subject to re-shipping charges and handling fees.
11. Evidence and Records
11.1 The Company’s records, logs, CCTV, transaction records and electronic communications shall constitute prima facie evidence of the matters recorded therein and shall be admissible in any dispute.
11.2 The Customer consents to the recording and retention of communications (including telephone, WhatsApp, email and chat) for the purpose of quality assurance, compliance and dispute resolution.
12. Limitation of Liability
12.1 To the fullest extent permitted by applicable law, the Company’s aggregate liability arising out of or in connection with any order, product, or this Policy shall be limited to the order value actually paid by the Customer.
12.2 The Company shall not be liable for any indirect, incidental, special, punitive or consequential losses (including loss of profit, loss of business, or loss of goodwill), except to the extent such liability cannot be excluded by law.
13. Dispute Resolution and Governing Law
13.1 This Policy shall be governed by the laws of India.
13.2 The parties shall first attempt to resolve any dispute by internal escalation to the Company’s grievance officer at hello@tigerandtoucan.com.
13.3 If internal resolution is not achieved within forty-five (45) days, disputes shall be referred to arbitration by a sole arbitrator in Indore, Madhya Pradesh, under the Arbitration and Conciliation Act, 1996, unless the Customer elects to pursue non-waivable statutory remedies before a consumer forum.
13.4 Notwithstanding the above, either party may seek urgent interim relief from courts of competent jurisdiction.
14. Force Majeure
The Company shall not be liable for any failure or delay in performance attributable to events beyond its reasonable control, including but not limited to natural disasters, strikes, pandemics, acts of government, transport disruptions, or other force majeure events.
15. Severability and Amendment
15.1 If any provision of this Policy is held invalid, the remaining provisions shall remain in full force and effect.
15.2 The Company reserves the right to amend this Policy at any time. Changes will be effective upon publication on the Company’s website. The latest version published shall apply to all transactions.
16. Consumer Rights
Nothing in this Policy is intended to limit, exclude or prejudice any rights the Customer may have under mandatory consumer protection laws. Where statutory rights are non-waivable, this Policy shall be read subject to those rights.
17. Miscellaneous
17.1 The Company may require customers returning high-value items to provide government-issued identification and to sign a return authorization form.
17.2 In the event of inconsistency between communications and this Policy, this Policy shall prevail.
17.3 The Customer agrees to cooperate with the Company in any investigation including providing additional documentation or evidence on request.