Refund policy
At Thorns & Ashes, we want you to love what you wear. If something isn't right, we're here to help.
1. Return & Exchange Window
You can request a return or exchange within 7 days of receiving your order.
To be eligible, the product must be:
- Unworn and unused
- Unwashed and free from any marks, stains, perfume, or damage
- In its original condition
- With all original tags and packaging intact
Products that have been worn, washed, altered, damaged, or returned without their original tags may not be accepted.
2. Size Exchange
Ordered the wrong size? No worries.
You can request a size exchange within 7 days of delivery, subject to product and size availability.
If the requested size is unavailable, you may choose another available size or opt for a refund, subject to our return conditions.
3. Wrong, Damaged or Defective Product
If you receive a wrong, damaged, defective, or visibly tampered product, please contact us within 48 hours of delivery.
A continuous, unedited box-opening/unboxing video is mandatory for all damage, defect, wrong-product, or tampered-package claims.
The video must:
- Clearly show the package before it is opened
- Show the shipping label/order details
- Capture the complete opening of the package
- Clearly show the product and the issue/damage
Claims submitted without a valid box-opening video may not be eligible for a replacement or refund, as the video is required to verify the condition of the product at the time of delivery.
4. Change of Mind
Changed your mind about your purchase? You can request a return within 7 days, provided the product meets our return conditions.
For customer-initiated returns, applicable return shipping charges may be deducted from the refund amount.
5. Refunds
Once the returned product reaches us, it will undergo a quality check.
After the return is approved, the eligible refund will be processed to the original payment method.
For Cash on Delivery orders, you may be required to provide valid bank account or UPI details for the refund.
Refund processing time may vary depending on the payment provider or bank.
6. Products Not Eligible for Return or Exchange
Returns or exchanges will not be accepted for products that are:
- Worn or washed
- Damaged after delivery due to customer handling
- Missing original tags or packaging
- Altered or modified
- Returned after the applicable return period
7. Return Request
To initiate a return or exchange, contact us with your Order ID and the reason for the request.
Our team may request photos or videos of the product to verify the request before approving the return or exchange.
Please do not ship any product back without receiving confirmation from our team.
8. Important Note
All returns and exchanges are subject to verification and quality inspection. Approval is based on the condition of the product and compliance with the policy above.
Thorns & Ashes reserves the right to decline a return or exchange if the product does not meet the eligibility requirements.