Your satisfaction matters to us. Because our items ship directly from our supplier and many are delicate electronics, we follow a clear, time-sensitive process so we can help you quickly and fairly. Please read the terms below carefully before ordering.
The 48-hour window
Any issue must be reported within 48 hours of receiving your order (and, for an item that is "not as described", ideally within 24 hours). Requests raised after 48 hours cannot be accepted, as our supplier's verification window closes.
Record an unboxing video — this is required
For any claim of damage, defect, a wrong item, or a missing item, a clear, continuous unboxing video — started before the sealed package is opened — is mandatory. Without it, we are unable to verify the issue or arrange a replacement or refund. We recommend filming every order as you open it.
What is eligible
- Damaged or defective on arrival: Email your order number and the unboxing video within 48 hours. After verification, we will arrange a replacement or a refund.
- Wrong item received: If you received a different item than ordered, send the unboxing video and photos within 48 hours for a replacement or refund.
- Missing item: If part of your order is missing, an unboxing video clearly showing the full package contents is required within 48 hours. Once confirmed, we will refund or send the missing item.
What is not eligible
- Change-of-mind returns, or items that have been used, opened, washed, altered, or damaged after delivery.
- Products returned without their original packaging, or not in a resalable condition.
- Products marked non-returnable in the description.
- Working electronic items with no defect — please choose carefully before ordering.
- Claims raised after 48 hours, or without an unboxing video.
Return shipping costs
- If the fault is ours (a damaged, defective, wrong, or missing item, verified by your unboxing video), we arrange and cover the cost of the return — there is nothing for you to pay.
- For any other approved return, the cost of return (reverse) shipping is borne by you. Please use a reliable, trackable courier, as we cannot be responsible for items lost in transit back to us.
- Items must be returned unused, undamaged, and in their original packaging. Your original delivery was free, so there is nothing to refund for outbound shipping.
Refused, undelivered or RTO parcels
Although delivery is free to you, refused or undelivered parcels still incur real courier charges in both directions. If a parcel is refused, returned undelivered, or returned to origin (RTO) without a valid reason — including refused Cash on Delivery orders — the following may be deducted before any refund is issued:
- An amount equal to twice the applicable shipping fee (covering both forward and reverse logistics), and
- A packing & handling charge of 10% of the product value.
Please order carefully and be available to receive your parcel to avoid these charges.
How refunds are issued
Once a returned item is received and inspected (usually within 2 business days), we will notify you whether your refund is approved. Approved refunds are issued to your original payment method within 7 business days of approval — so please allow roughly 7–10 business days in total from when we receive the item. For Cash on Delivery orders, we will collect your preferred refund details (such as UPI) by email.
Order cancellations
Once an order is placed, it cannot be cancelled for any reason. Orders are sent for processing and dispatch immediately after payment, so please review your items, selected options, delivery address, and contact details carefully before completing your order.
How to raise a request
We handle all returns and refunds by email — there is no need to log in or fill out a form. Simply email support@thethingsmatter.com within 48 hours of delivery with:
- Your order number
- The unboxing video
- A short description of the issue (with photos, if relevant)
We reply by email, Monday–Saturday, 12 PM – 7 PM IST, and will guide you through every step.