Exchanges, Returns & Refund Policy

Exchanges, Returns & Refund Policy

At Thaely, we work hard to ensure every product meets our quality standards before dispatch. Since shipping, reverse logistics, and processing returns are both expensive and time-consuming, we request all customers to carefully review the product, size, and colorway before placing an order.

By placing an order with us, you agree to the terms outlined below, subject to applicable consumer protection laws.

Official Support Channel

For all return, refund, exchange, or order-related requests, our only official support channel is:

sales@thaely.com

Please do not contact us regarding returns or exchanges through:

  • WhatsApp
  • Instagram DMs
  • Instagram comments
  • Phone calls

This helps us keep all communication properly documented and ensures faster and more accurate support.

1. Returns & Refunds for Manufacturing Defects

We only accept returns and issue refunds in cases where the product has a genuine manufacturing defect, except where otherwise required by applicable law.

Examples of valid defects include:

  • Tears or stitching defects
  • Major stains or marks
  • Serious construction flaws

The following are not considered manufacturing defects:

  • Disliking the design, shape, materials, or color after receiving the product
  • Minor variations already visible in product photos
  • Complaints about design elements clearly shown in product descriptions or images
  • Natural creasing or wear caused after use
  • Personal comfort or fit preferences

Fit issues caused by individual foot anatomy, including but not limited to:

  • High arches or high insteps
  • Bunions
  • Flat feet
  • Wide or narrow feet
  • Differences between the left and right foot
  • Other natural anatomical variations or medical conditions

Our footwear is manufactured according to standard sizing measurements. Individual comfort and fit may vary depending on foot shape and anatomy, and this alone does not qualify as a manufacturing defect.

Reporting a Defect

You must email us within 48 hours of delivery to report a suspected manufacturing defect.

Email: sales@thaely.com

Your email must include:

  • Order number
  • Clear images or videos highlighting the issue
  • A short explanation of the defect

Return Approval Process

  1. Our team will review your claim.
  2. If approved, we will arrange a return pickup at our expense.
  3. Pickup may take 3–4 business days depending on the courier partner.
  4. Once collected, the product may take up to 10 business days to reach our warehouse.
  5. Our team will inspect and verify the reported manufacturing defect.
  6. Once the defect is confirmed, the refund will be processed.

If the claim is found to be unrelated to an actual manufacturing defect, the return request may be declined, subject to applicable consumer rights.

Refund Timeline

  • Refunds are processed to the original payment method.
  • COD orders will be refunded via UPI or bank transfer.
  • Refunds usually reflect within 2–5 business days after processing.

Please note that courier and banking timelines are outside our control.

2. Sale Items

All sale items are considered final sale.

Returns, refunds, and exchanges are not available on discounted products unless there is a genuine manufacturing defect or a return or refund is required under applicable law.

Sale products are discounted because:

  • They may be last remaining sizes.
  • Inventory is limited.
  • Replacement stock may not exist.

Please carefully review your size and product selection before purchasing sale items.

You cannot request a return simply because:

  • You changed your mind.
  • You do not like how the product looks in person.
  • The fit feels different from your personal preference.

Our product images are intended to accurately represent the final product as closely as possible.

3. Size Exchanges

If you ordered the wrong size, we may accommodate a size exchange subject to availability.

Customers requesting a size exchange must ship the product back to our Pune warehouse at their own expense. Thaely does not arrange return pickups or cover return shipping costs for size exchanges.

Conditions for Size Exchange

  • You must email us within 48 hours of delivery.
  • The product must be unworn, unused, and in its original packaging and condition.
  • Customers must arrange and pay for shipping the product back to our Pune warehouse.
  • Return shipping costs are non-refundable.
  • The exchange must be approved by our team before the product is shipped back.

Email all exchange requests to: sales@thaely.com

Please note:

  • We provide detailed size charts with centimeter measurements.
  • We conduct order confirmation calls before dispatch.
  • Customers are responsible for reviewing sizing carefully before purchase.

Exchange Process

  1. Email your exchange request to sales@thaely.com within 48 hours of delivery.
  2. Our team will review your request and confirm whether the requested size is available.
  3. Once approved, we will provide the return shipping address of our Pune warehouse.
  4. You must ship the product back to us using a courier service of your choice and pay the shipping charges yourself.
  5. Please ensure the product is securely packaged to prevent damage during transit.
  6. Once the product reaches our Pune warehouse, our team will inspect it.
  7. If the product meets our exchange conditions, the replacement pair will be dispatched.

The exchange process can take approximately 2–3 weeks depending on courier timelines and stock availability.

Return Shipping Responsibility

Customers are responsible for:

  • Arranging the return shipment.
  • Paying all return shipping charges.
  • Ensuring the product is properly packaged.
  • Sharing the courier tracking details with our support team.
  • Ensuring the package reaches our warehouse safely.

Thaely is not responsible for products lost or damaged during customer-arranged return shipping, subject to applicable law.

We recommend using a reliable courier service with tracking.

Important Notes

All exchanges are subject to stock availability.

If your requested size is unavailable, you may choose:

  • Another colorway.
  • Another product of equal value that is in stock.

If no suitable replacement is available, we may offer a partial refund at our discretion after deducting shipping, handling, payment gateway, and operational costs, subject to applicable consumer protection laws.

We reserve the right to reject exchanges if:

  • The product is worn, used, or damaged.
  • Original packaging is missing.
  • The request falls outside the allowed timeframe.
  • The product does not meet our exchange conditions.

4. Exchanges for Different Colorways or Products

If you would like to exchange a product for another colorway or product for personal preference reasons, the following conditions apply:

  • The requested replacement item must be in stock.
  • You must email us within 48 hours of delivery.
  • The product must be unworn, unused, and in its original packaging and condition.
  • You must ship the original product back to our Pune warehouse at your own expense.
  • Thaely will not arrange return pickups or reimburse shipping expenses for preference-based exchanges.
  • The product must be securely packaged to prevent damage during transit.
  • You must share the return shipment tracking details with our support team.
  • The returned product must pass our warehouse inspection before a replacement is dispatched.
  • Exchange approval is entirely at our discretion.
  • We do not guarantee exchanges for preference-based requests.

5. General Policy Notes

  • We reserve the right to refuse returns or exchanges that do not meet the conditions outlined above, subject to applicable consumer protection laws.
  • Customers are expected to communicate respectfully with our support team.
  • Courier delays are outside our control.
  • All exchange requests must be approved by our team before products are shipped back.
  • For all size, colorway, and preference-based exchanges, customers are responsible for shipping the product back to Thaely at their own expense.
  • Thaely will only arrange return pickups for approved manufacturing-defect claims.
  • Products sent back without prior approval may not be accepted.
  • All returns and exchanges are subject to inspection upon arrival at our warehouse.
  • Any applicable statutory consumer rights remain unaffected by this policy.

6. Partial COD Orders & Fee

If you choose Partial Cash on Delivery (Partial COD) at checkout, you must pay the advance amount displayed at checkout online. The remaining balance is payable to the delivery partner at the time of delivery.

A Partial COD fee of ₹100 will be charged in addition to the order value for orders placed using Partial COD. This fee does not apply to orders paid in full through prepaid payment methods.

The Partial COD fee, total order amount, advance payment and remaining balance will be displayed in the checkout payment summary before you confirm your order.

By placing an order with Thaely, you acknowledge and agree to the terms outlined in this policy, subject to applicable law.

For all support requests, please contact: sales@thaely.com