Refund Policy

• Your return is inspected and approved under our Return & Exchange Policy.
• An item arrives damaged, defective or wrong, and you choose a refund over a replacement.
• You cancel an order before it's dispatched (see section 4).
• We cancel or decline an order — for example due to a pricing error or an item turning out to be unavailable.
• An online payment is charged more than once for the same order, or fails after your money was deducted.

Prepaid orders (card, UPI, netbanking or wallet, processed via Razorpay or, if you chose the alternative payment option, Fastrr) are refunded to the original payment method used at checkout — we can't redirect a refund to a different card or account.

Cash on Delivery orders have no original online payment to reverse, so if a COD order turns out to be refundable (for example, a damaged item paid for on delivery), we'll ask for your bank account or UPI ID and transfer the refund directly.

We process approved refunds within 5–7 business days of approval. Once we've initiated it, however long it takes to actually reflect in your account is out of our hands — Razorpay or Fastrr (whichever processed the original payment) and your bank or card network typically take a further 2–7 business days, occasionally longer for netbanking or some card issuers. If it's been more than 10 business days since we confirmed your refund was processed, contact us and we'll help chase it up.

We don't currently have a self-service cancel button, since most orders move into production quickly — but if you email us before an order has shipped, we'll cancel it and refund it in full (or simply not collect payment, for Cash on Delivery). Once an order has shipped, it can no longer be cancelled; you're welcome to return it instead once it arrives, under our Return & Exchange Policy.

Made-to-order and personalised items (such as engraved name plates) follow the same exception as our return policy — they're final sale and non-refundable unless they arrive defective or damaged.

If your order had multiple items and only some are being returned, cancelled or found damaged, we refund only those items (plus a proportional share of any shipping charge you paid, where applicable) rather than the full order.

If our checkout system shows a payment as deducted but your order wasn't placed, or you were charged twice for the same order, this is almost always reversed automatically within a few business days without needing anything from you. If it hasn't resolved after 7 business days, contact us with the payment reference ID from your bank or card statement and we'll investigate.

We may update this policy from time to time; the "Last updated" date above will reflect the most recent change.

Questions about a refund? Reach us at hello@tangerinetwist.in or through our Contact page, with your order number handy.