RETURNS & EXCHANGES
Tvami endeavours to ensure that every transaction at our website is seamless. We take great care in delivering our products and adhere to the highest quality standards. As a policy, we do not offer returns or exchanges on products which are delivered in perfect condition as per the order placed.
Before you return a Tvami product, please take a moment to understand how our products are made. All our products are handcrafted by traditional craft persons in rural India, resulting in each product being unique and slightly different from each other. Let's not think of an irregular weave or print or a stitch as a defect. Handloom & Handicraft by definition means a glorious uncertainty when it comes to uniformity, and something that we think makes the product unique and one of a kind.
In spite of these variables, at Tvami we stand behind the quality of our products and if the product is wrongfully delivered (product doesn’t match the item in the order confirmation) or has a genuine quality/manufacturing defect, then we are open to extending full refund or re-fulfilling your order.
GENERAL
To return or exchange a product or report damage in transit, please get in touch with our Customer Care within 48 hours of delivery:
- By email at support@tvami.com with your order number, date of transaction, delivery address and image of the wrongfully delivered or defective item.
- By WhatsApp Business at +91 6364665722 between 9.00 AM to 5.00 PM IST.
- Any communication received after 48 hours of delivery shall not qualify for return unless expressly covered by the product warranty even in case the said product has been wrongly delivered.
- Check the products carefully once you receive them and mention any tampering of the package, missing item or damage/ breakage on the delivery receipt presented by the courier partner.
- Retain the packaging of the damaged products received until our insurance adjuster visits to survey the breakage.
- Our customer care team will look into the issue and revert back within 48 working hours.
EXCHANGE & REFUND POLICY
- Given the nature of our products, we reserve the sole discretion to provide the resolution to any situation as we deem fit. Each return or exchange request is handled on a case-by-case basis and we request you to get in touch with our team for prompt resolution.
- No refunds would be given if the customer has provided wrong or incomplete shipping address, there are 3 failed delivery attempts by our shipping agency and/or the package is refused by the recipient.
- In case of International Orders if a customer refuses to pay the Duty as mandated by the respective country of shipment and doesn’t collect his/her order from the Shipping agency then tvami will not be liable to refund any amount for such orders.
- Products bought online cannot be exchanged.
- Before accepting delivery of any merchandise, please ensure that it is in good condition and has not been tampered with. In case you receive a package, which you believe was damaged in transit, please retain the original packaging (along with price tags, invoices, labels etc.) until we send someone from our team to review it. Additionally, please mention details about the damaged merchandise on the delivery receipt instead of signing it as 'received'.
- In case of returns, shipping charges will not be refunded and customers are required to pay for the shipping costs to return the goods to the applicable return address if the pin code is out of pick-up location.
- Tvami does not take title to any returned items purchased by the user unless the item is received by Tvami.
- Tvami holds the sole discretion to determine whether a refund can be issued.
