Return Policy

Return & Exchange Policy

At thetihut, we want you to love every item you receive. If for any reason you need to return or exchange, we offer a 15‑day hassle‑free return & exchange policy with free shipping both ways – so you can shop with complete confidence.

I. Return & Exchange Period

  • You may request a return or exchange within 15 calendar days from the date of delivery.

  • Requests beyond 15 days cannot be accepted. We appreciate your understanding.

II. Conditions for Returns & Exchanges

To ensure a smooth process, please make sure your item meets the following conditions:

  • The item is unworn, unwashed, and unaltered, in its original condition;

  • All tags, labels, and original packaging are intact;

  • For footwear, please keep the original shoe box – do not affix shipping labels directly to the box;

  • For non‑quality issues, the item must be in a re‑sellable condition.

III. Free Return & Exchange Shipping

We truly mean free – we cover the cost of return shipping. Here’s how it works:

  • UK orders: After contacting us, we will provide you with a pre‑paid return label. You can either schedule a carrier pickup or drop off the parcel at a designated collection point.

  • International orders: We also cover return shipping costs, but you will need to pay the return postage upfront. After you ship the item, email us a photo or scan of the shipping receipt – we will reimburse the amount (up to our standard rate for your destination) along with your refund. If you choose a faster or premium service, any excess cost will be at your own expense.

  • For exchanges: The re‑shipping cost of the new item is also covered by us – you won't need to pay extra.

IV. Return & Exchange Process

  1. Contact us: Send an email to customer@thetihut.com with your order number, reason for return/exchange (and for exchanges, specify the desired size/colour), and optionally attach photos (not required, but helps us assist faster).

  2. Get approval: Our customer service team will reply within 24 hours with the return address and detailed instructions (UK customers will receive a pre‑paid label).

  3. Ship back: Pack the item securely and send it back according to our instructions. Keep your shipping receipt for tracking purposes.

  4. Processing & refund/exchange:

    • Once we receive and inspect the returned item, we will process a refund (to your original payment method) or dispatch the exchange item within 3 business days.

    • The refund will be for the full product price (minus any used vouchers, if applicable). Original shipping fees will not be deducted since we cover the return.

V. Refund Timing

  • After we process the refund, it will be credited back to your original payment method (credit card, PayPal, etc.). The actual posting time depends on your bank or payment platform, typically 3–10 business days.

VI. Exchange Policy

  • Exchanges are generally limited to same style, different size or same style, different colour (subject to stock availability). If you wish to swap for a completely different item, we recommend returning the original and placing a new order separately.

  • If the requested exchange item is out of stock, we will notify you and automatically issue a refund instead.

VII. Non‑returnable Items (Exceptions)

The following items cannot be returned or exchanged (unless faulty):

  • Intimate apparel such as underwear, swimwear, socks, etc. (for hygiene reasons);

  • Pierced jewellery (e.g., earrings);

  • Clearance or final‑sale items (explicitly marked as "non‑returnable" on the product page);

  • Items damaged due to improper use.

VIII. Important Notes for International Returns

  • International returns may involve customs duties and import taxes in the destination country. When returning, do not declare the parcel as "merchandise for sale" – we recommend declaring it as "returned goods" or "exchange" to avoid additional duties (please check with your local customs for guidance).

  • Any customs or clearance fees incurred during the return process will be the buyer's responsibility and may be deducted from the refund if applicable.

IX. Faulty or Incorrect Items

If you receive a defective, damaged, or wrong item, please contact us within 7 days of delivery with clear photos. We will verify and offer a full refund or a free replacement, covering all related shipping costs – this is not subject to the 15‑day deadline.

X. Contact Customer Service

For any return or exchange enquiries, please email us at:
📧 customer@thetihut.com

We will respond and assist within 24 hours (business days).