Refund policy

At Tomhill Luxury, we are committed to providing high-quality products and a smooth shopping experience. Please read the following policy carefully before placing an order.

Return Policy

Due to the nature of our products and hygiene considerations, we do not accept returns once an order has been delivered.

All sales are final. Products that have been delivered, opened, used, or unused are not eligible for return.

Replacement Policy

We provide replacements only in the following cases:

Wrong product received
Product received in damaged condition
Product received in leaking condition
Missing item(s) from the order

How to Request a Replacement

Any replacement request must be reported within 24 hours of delivery.

To process your request, you must provide:

A clear and continuous unboxing video
Photos of the product and packaging
Order details

The unboxing video must be continuous, unedited, and recorded from the moment the sealed package is shown until all contents are fully displayed.

The video must clearly show:

The sealed package before opening
The shipping label
The complete unboxing process
All products received inside the package

Edited, incomplete, paused, cut, post-opening, or tampered videos may not be accepted.

Where to Send Your Request

Email: tomhillluxury@gmail.com

WhatsApp: +91 79828 31947

Subject: Replacement Request for Order #XXXX

Verification Process

All claims are subject to verification by our support team.

Tomhill Luxury reserves the right to approve, reject, investigate, interpret, or determine the final resolution of any claim based on:

Unboxing video
Photos provided
Package weight records
Packing records
Courier records
Internal investigation findings

Damaged or Leaking Products

If a product is received damaged or leaking, the issue must be reported within 24 hours of delivery.

Upon successful verification, a replacement of the affected product may be provided.

Refunds are generally not offered for damaged or leaking products. However, Tomhill Luxury reserves the right to provide a replacement, store credit, partial refund, full refund, or any other suitable resolution at its sole discretion in exceptional circumstances.

Missing Items

If you receive fewer products than ordered, the issue must be reported within 24 hours of delivery along with a valid unboxing video.

Verified missing items may be shipped separately at no additional cost.

Complimentary Accessories & Freebies

Complimentary accessories, free samples, promotional items, gifts, and free add-ons are provided subject to availability and are not covered under the replacement policy.

Missing or damaged complimentary items shall not qualify for replacement, refund, credit, or compensation.

Damaged Deliveries

If the outer package appears tampered with, damaged, or opened at the time of delivery, please refuse the delivery and contact us immediately.

Missing Delivery Claims

If your shipment is marked as delivered but has not been received, you must notify us within 3 days of the delivery date.

Claims raised after this period may not be accepted.

Resolution Timeline

Verified claims are typically reviewed within 3–7 business days. Resolution timelines may vary depending on the nature of the claim, courier investigations, and operational requirements.

Cancellation Policy

Orders may be cancelled until 10:00 AM (IST) on the day following the order date, or before a tracking ID is generated, whichever occurs first.

Cancellation requests received after this period will not be accepted.

Approved cancellations made before shipment will be refunded to the original payment method within 7–15 business days.

Once an order has been shipped, cancellation is not possible.

Address Change Policy

Changes to the shipping address, contact number, recipient name, landmark, PIN code, or any other order details cannot be guaranteed once an order has been processed or shipped.

Customers must ensure that all shipping and contact information is accurate at the time of placing an order.

If a change request is accepted after order processing, a ₹100 re-shipping and handling fee must be paid before dispatch.

Return to Origin (RTO) Policy

Orders returned by the courier due to reasons including but not limited to:

Customer unavailable
Incorrect address
Incomplete address
Incorrect contact information
Delivery refusal
Multiple failed delivery attempts
Any customer-related delivery issue

will be treated as Return to Origin (RTO).

Prepaid RTO Orders

Prepaid orders returned to us as RTO are not eligible for refunds.

Once the order is received back at our warehouse, it can only be re-shipped after payment of a ₹100 re-shipping and handling fee.

Customer Information Errors

Customers are responsible for providing accurate shipping details, including name, address, landmark, PIN code, and contact number at the time of placing an order.

If delivery is affected or an order is returned due to an incorrect address, incomplete address, incorrect phone number, customer unavailability, or any other customer-related issue, the order can only be re-shipped after payment of a ₹100 re-shipping and handling fee.

Refused Deliveries

Orders refused by the customer at the time of delivery shall be treated as Return to Origin (RTO) shipments.

Such orders can only be re-shipped after payment of a ₹100 re-shipping and handling fee.

Customer Availability

Customers are responsible for being available to receive their orders.

Failure to accept delivery after multiple delivery attempts may result in the shipment being returned to us as RTO.

The order can only be re-shipped after payment of a ₹100 re-shipping and handling fee.

Customer-Caused Re-Shipping Charges

Any order requiring re-shipment due to an incorrect address, incomplete address, incorrect phone number, customer unavailability, delivery refusal, address change request, or any other customer-related issue shall be subject to a ₹100 re-shipping and handling fee, payable before dispatch.

Courier & Delivery Issues

In cases where delivery issues arise solely due to courier partner error, Tomhill Luxury may, after investigation and at its sole discretion, provide a replacement, re-shipment, store credit, partial refund, full refund, or any other suitable resolution.

Delivery timelines provided by courier partners are estimates only and are not guaranteed.

Tomhill Luxury shall not be held liable for delays caused by courier partners, weather conditions, natural disasters, strikes, government restrictions, operational issues, or other events beyond our reasonable control.

Customers are responsible for being available to receive their shipments.

Sale & Promotional Orders

Orders placed during sales, promotional campaigns, clearance events, combo offers, special launches, discounted periods, limited-time promotions, or other marketing campaigns are considered final sale.

Such orders are not eligible for price adjustments, promotional adjustments, refunds, credits, or compensation due to future discounts, offers, or price changes.

Fragrance Disclaimer

Fragrance preferences are subjective.

Replacements, refunds, credits, or compensation will not be provided based on personal dislike of a fragrance, scent profile, projection, strength, longevity, or individual expectations.

Product Usage Disclaimer

Tomhill Luxury shall not be responsible for any damage, dissatisfaction, reduced performance, or adverse outcome resulting from improper storage, misuse, modification, mishandling, or use of the product contrary to its intended purpose after delivery.

Partial Shipments

Tomhill Luxury reserves the right to ship orders in multiple shipments where necessary due to stock availability, operational requirements, or other circumstances.

Customers shall not be entitled to any refund, compensation, cancellation, or price adjustment solely because an order is delivered in multiple shipments.

Fraud Prevention

Tomhill Luxury reserves the right to reject any claim that appears fraudulent, abusive, suspicious, repetitive, or unsupported by sufficient evidence.

Orders showing signs of repeated refusals, excessive replacement requests, abuse of policies, chargeback abuse, or suspected fraudulent activity may be cancelled, restricted, or refused at the sole discretion of Tomhill Luxury.

Tomhill Luxury reserves the right to contact customers for order verification, address verification, or identity confirmation before dispatching an order.

Orders may be delayed, cancelled, or refused if verification cannot be completed satisfactorily.

Customers must not return any product without prior written approval from our support team.

Unauthorized returns may not be accepted.

Right to Refuse Service

Tomhill Luxury reserves the right to refuse service, cancel orders, limit quantities, restrict purchases, deny replacements, or terminate future transactions with any customer at its sole discretion.

This includes, but is not limited to, cases involving suspected fraud, abuse of policies, repeated delivery refusals, excessive claims, chargeback abuse, misuse of promotional offers, or any activity deemed harmful to the business.

Limitation of Liability

In no event shall the liability of Tomhill Luxury exceed the value of the product(s) purchased by the customer.

Support Channels

Only requests received through our official support channels, including email, WhatsApp, or any other communication channel officially provided by Tomhill Luxury, will be considered for investigation and resolution.

Requests submitted through unofficial channels may not be accepted or acted upon.

Policy Updates

Tomhill Luxury reserves the right to modify, update, amend, interpret, or replace these policies at any time without prior notice.

Tomhill Luxury reserves the right to determine the final resolution of any dispute, claim, replacement request, exception, or policy-related matter on a case-by-case basis.

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