Cancellations, Returns & Refunds

Cancellation, Returns and Warranty Policy

Effective from: 15th April 2023

Any terms used herein this Policy and not defined explicitly shall have the same meaning as defined in the Terms of Use and as amended from time to time.

Order Cancellation, Return and Warranty

This Cancellation, Returns and Warranty policy ("Policy") governs the respective request raised by the Buyer in accordance with the terms of this Policy ("Request") and the mechanism in relation to such Requests.

The Buyer and Seller understand that Tohfa Website and its Mobile Apps (hereinafter collectively referred to as 'Tohfa' or ‘We”) is an intermediary platform and shall only mediate the Return Request. All the listed products on Tohfa are marked with its“Sold by: Seller” information.

This Policy may be modified from time to time, and any such changes will be reflected on Tohfa and be effective immediately upon such changes being reflected on the Platform. The Users agree to be bound to any such changes or modifications and further understand, agree and accept the importance of regularly reviewing the Policy as updated on Tohfa from time to time.

Order Cancellation

Buyer is responsible for all orders placed on their account, including for any discrepancies or errors in the order caused by them. Buyer must review their order carefully before placing it. Orders that they submit online are processed immediately and cannot be cancelled. However, Buyer may initiate a cancel request by mailing to [email protected] with a valid reason within 1 hour from placing the order. 

Once the Order has started for processing, Buyer cannot cancel it.

There may be certain orders that Tohfa is unable to accept and we may cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Some situations that may result in the Buyer order being cancelled includes;

• limitations on quantities available for purchase,
• Inaccuracies or errors in product or pricing information.
• Problems identified by our accounts and fraud avoidance department.

We may also require additional verification or information before accepting any order. We will contact you if all or any portion of your order is cancelled or if additional information is required to accept your order. If your order is cancelled after the payment has been charged for, the said amount will be reversed / refunded back in your bank account / credit card / debit card etc. In the event that a non-delivery occurs on account of a mistake by the Buyer, i.e. wrong name or shipping address, any extra costs towards re-delivery shall be claimed from the Buyer by Tohfa. Any orders placed for delivery to non-serviceable areas as designated by our Logistics partners, will attract additional charges over and above those appearing in normal shipping and will accordingly be charged extra. Delivery will be attempted on the best effort basis.

RETURN

Return Request

The Buyer can raise a return request on Tohfa only for items in case of genuine manufacturing defects within 48 hours from the date of delivery to Buyer.

Buyer can raise a Return request by following these simple steps:

1. Log into your Tohfa account.

2. Go to My Orders

3. Click on 'Return' against such defective item to return and get it replaced.

4. Fill in the details and raise a return request.

Details required by Tohfa from Buyer to help process your return request should include;

4.1 Images of the Product(s) indicating the issue in the Product. The images need to capture the following:

• • Shipping label with Order ID;
  • Order details;
  • Packed shipment;
  • Issue observed by the Buyer in the Product;

4.2 Uploading the Softcopy of Bill/ Tax Invoice for the Product received.

Once you raise a request, you'll get an email confirming that your request is being processed. Based on your details in a return request, your request may be approved, rejected or you may be contacted for more details. If the request is approved, the processing of your request depends and may vary from category to category and its respective seller on processing your request. You can track the status of your return request instantly from the 'My Orders' section of your Tohfa account.

Returns made without any valid, cogent or germane reasons, will directly affect Buyer’s ratings on Tohfa. Future Delivery of the goods, ordered by the said Buyer, will depend on the sole discretion of Tohfa / Sellers collectively based on the Buyer’s ratings, Risk assessment and past transaction history of such Buyer at Tohfa.

However, Buyer ratings and future supply to the Buyer remains unaffected in case of returns arising because of the following reasons:

• Manufacturing defects or damaged goods.
• Goods received are different from the product description on the website. 

Return Request Approval

In the event of approval of a return request of Buyer, below steps applies;

1. We will send replacement of return products within 15 days of approval of such return request.
2. In case goods are not available for replacement, then the alternative / similar product shall be made available for Buyer to confirm in replacement of the originally ordered product.
3. In case both the above steps are not acceptable for Buyer, the value of the return goods shall be either adjusted in the next order placed by the Buyer at Tohfa or at the written request of the Buyer shall be adjusted through a credit mechanism available at Tohfa.

One of our Customer Service Representative [CSR] shall provide and explain buyer with the return process and details over a call within 24 working hours of such return request approval. Buyer can also contact at our Customer Helpdesk no. +91 76 6666 7985 or email us at [email protected] with their query and we shall be happy to help you guide for the same.

Return Pickup and Shipping

In the event, the buyer chooses to return the goods by the courier service of Tohfa, then the Customer will have to pay reverse shipment charges as per the slab below:

• 70 fixed for upto 1 kg.
• 30 for every additional 1 kg.

Buyer will receive an E-mail or Call from Tohfa informing them on the estimated date on which the return items will be picked up.

Alternatively, the Buyer can send the goods from any other reliable courier that will deliver the return package at Tohfa Warehouse on their own (sender’s) risk and expenses.

Return Shipping

In any case the Buyer would be responsible for paying for all shipping costs for his returned package. Tohfa reserves its right to waive shipping costs in case of defective or wrong items based on its discretion and may include such waiver based on its schemes / promotions from time to time.

In case of returns from orders where Tohfa has offered FREE shipping, Tohfa reserves right to charge for one side OR ‘to and fro’ shipping charges to Buyer.

Return Documentation:

The courier representative will require the following return documentation, which shall include:

• Return Label
• Declaration Form
• Invoice for the items bought

Refund:

• As being a Multi Vendor / Seller B2B Platform, after the approval of Seller and only in the case where there is a Manufacturing defect in the ordered products or in case of Non-availability of the products with Seller to fulfill the Customer Order,  We consider the Refund through issue of store credits in the Customer account for them to use the same in their next purchases. However in an exceptional case at that too at the sole discretion of Tohfa, we shall consider the refund based on special approval from Seller as they are unable to provide an alternate solution to the customer. All Refund in such special cases shall take minimum 7-10 working days time to get credited in Customer's account. No refund will be applicable in case of cash on delivery orders.

Disclaimer

• Tohfa is a B2B wholesale platform and is meant for Business Buyers only. We do not encourage any end-users / end Consumers to buy from our platform. All above mentioned facilities like cancellation, returns, replacement and warranty are strictly for Business Buyers only.
• Any decision on returns of the product(s) sold at Tohfa is at the sole discretion of Tohfa and our decision shall be final and binding on Buyers. The Buyers shall not be entitled to raise any dispute and/or claim based on the decision of Tohfa.
• Tohfa reserves the right to withdraw from the replacement guarantee at any time without giving any intimation of whatsoever nature.
• The Terms of Returns shall at all the time governed by Tohfa.
• Due to Import and Export regulations and restrictions, Tohfa is unable to extend Buyers request or claim forming part of this Cancellation, Returns and Warranty Policy for any items delivered outside of India.
• Tohfa reserve all the right to refuse the Cancellation, Return, Replacement or Warranty Claims, or to impose different or additional conditions.

The raising of any Request and resolution is a mechanism of User protection and is subjected to guidelines of fair use. If we in our opinion become suspicious or become aware of any misuse of this Policy or the Platform by any User, we may notify such User for a change in applicability of our Policy.

The User agrees to be bound to any changes or modifications made to this Policy as may be updated on the Platform, from time to time or any additional terms that may be communicated to the User, from time to time.

Last updated on: 15th April 2023