Return & Refund Policy

1. Customized & Personalized Products

All customized, personalized, engraved, printed, or made-to-order products are created specifically according to your requirements.

Therefore, all customized or personalized products are strictly non-returnable, non-exchangeable, and non-refundable once the order has been confirmed and production has begun.

Please ensure that all names, spellings, photos, colors, dates, and other customization details provided during ordering are accurate. ThankU Tales will not be responsible for errors submitted by the customer.

2. Non-Customized Products

Returns or exchanges for non-customized products may be considered only if the item is received in a damaged condition due to shipping or if the wrong product has been delivered.

Products must be unused, in their original packaging, and in the same condition in which they were received.

3. Damaged During Shipping

If your order arrives damaged during transit, you must notify us within 24 hours of delivery.

To process your request, you must provide all of the following:

• A continuous, unedited video of the parcel from before opening the package until the damaged product is clearly visible.
• Clear photographs of:
  • The damaged product
  • The outer shipping package
  • The inner packaging
  • The shipping label
• Your order number

Important: Claims submitted without a continuous, unedited unpacking video will not be eligible for refund or replacement. Edited videos, videos that start after the package has already been opened, or incomplete recordings cannot be accepted as proof.

4. Refund Eligibility

Once your claim has been reviewed and approved by our team, you will be eligible for a refund of 75% of the product value for items damaged during shipment.

The remaining 25% covers costs already incurred, including production, packaging, payment processing charges, and shipping-related expenses.

Refunds will not be issued if:

• No valid unpacking video is provided.
• The claim is submitted after 24 hours of delivery.
• The damage appears to have occurred after delivery.
• The product has been used, altered, or intentionally damaged.
• The damage is due to incorrect handling by the customer.

5. Refund Process

After verification and approval of your claim:

• Refunds will be processed to the original payment method or by bank transfer, as applicable.
• Please allow 7–10 business days for the refund to be processed after approval.

6. Order Cancellation

Orders for customized or personalized products cannot be cancelled once production has started.

If cancellation is requested before production begins, it may be approved at our discretion. Any payment gateway charges or administrative charges already incurred may be deducted from the refund.

7. Color & Handmade Product Variations

As our products are handmade, slight variations in color, texture, finish, size, or placement of design elements may occur. These natural variations are not considered defects and are not eligible for return or refund.

8. Shipping Delays

We are not responsible for delays caused by courier partners, weather conditions, natural disasters, strikes, public holidays, or other circumstances beyond our control.

9. Contact Us

For any return or refund request, please contact us within 24 hours of receiving your order.

Please include your Order ID and all required proof when contacting us.

Related: Privacy Policy