Thomas Scott – Returns, Refunds & Exchange Policy

At Thomas Scott, we strive to provide a seamless shopping experience. Please read the following policy carefully before placing your order.

 

 

1. Delivery Timeline

  • Orders are typically delivered within 5–7 business days from the date of dispatch.

  • Delivery timelines may vary depending on the delivery location, courier partner operations, public holidays, weather conditions, or other unforeseen circumstances.

  • Delivery timelines are indicative and not guaranteed.

 

 

2. Order Cancellation Policy

Before Shipment

  • Orders can be cancelled before they are shipped from our warehouse.

  • Approved refunds for prepaid orders will be processed to the original payment method within 5–7 business days.

After Shipment

  • Once an order has been shipped, it cannot be cancelled.

  • Customers may choose not to accept the delivery at the time of delivery.

  • Such orders may be treated as Return-to-Origin (RTO) orders and processed as per the RTO policy below.

 

 

3. Return Policy

  • Return requests can be raised within 7 days of delivery.

  • Products must be unused, unwashed, unworn, and returned in their original condition with all tags and packaging intact.

  • Returns are subject to quality inspection upon receipt at our warehouse.

  • Products failing quality inspection may not be eligible for return, refund, or exchange.

Mandatory Unboxing Video

To raise any claim related to:

  • Damaged products

  • Missing products

  • Incorrect products

  • Defective products

  • Return or exchange requests

A clear and uninterrupted unboxing video is mandatory.

The video must clearly show:

  • The sealed package before opening

  • The package being opened

  • The product received

  • The issue being reported

Claims without a valid unboxing video may not be entertained.

Reporting Timeline

  • Claims relating to damaged, defective, incorrect, or missing products must be reported within 48 hours of delivery.

  • Claims raised after this period may not be eligible for resolution.

 

 

4. Exchange Policy

  • Exchange requests can be raised within 7 days of delivery.

  • Exchanges are subject to stock availability at the time the returned product reaches our warehouse and passes quality inspection.

Size Exchange

  • Customers may request a size exchange for the same product.

  • Size exchanges are subject to stock availability.

Product Exchange

  • Customers may opt for a product exchange, subject to product availability.

  • If the selected replacement product is priced higher than the original product, the customer will be required to pay the balance amount.

  • If the selected replacement product is priced lower than the original product, the difference amount will be issued as Thomas Scott Store Credit.

Reverse Pickup Attempts

  • Reverse pickup will be attempted up to two (2) times.

  • If both pickup attempts fail due to customer unavailability, incorrect address, refusal to hand over the product, or any customer-related reason, the exchange request may be cancelled.

 

 

5. Refund Policy

Prepaid Orders

  • Approved refunds for prepaid orders will be processed to the original payment method within 5–7 business days after the returned product has been received and successfully passed quality inspection.

Cash on Delivery (COD) Orders

  • Refunds for COD orders will be issued only as Thomas Scott Store Credit.

  • No refunds for COD orders will be processed to bank accounts, debit cards, credit cards, UPI IDs, or any other payment method.

Store Credit

  • Thomas Scott Store Credits are non-transferable, non-exchangeable for cash, and can only be redeemed on purchases made through the official Thomas Scott website.

  • Store Credit validity and usage terms may be updated from time to time.

 

 

6. Return-to-Origin (RTO) Orders

An order may be classified as an RTO order if:

  • The customer refuses delivery.

  • The order is undeliverable due to an incorrect or incomplete address.

  • Delivery attempts are unsuccessful due to customer unavailability.

Refund for RTO Orders

  • Refunds for RTO orders will be initiated only after the shipment has been received and verified at the Thomas Scott warehouse.

  • Prepaid order refunds will be processed to the original payment method within 5–7 business days after warehouse verification.

  • COD order refunds, if applicable, will be issued only as Thomas Scott Store Credit.

 

 

7. Non-Returnable & Non-Exchangeable Products

Thomas Scott reserves the right to designate specific products, collections, promotional items, gift cards, clearance merchandise, archive sale products, or sale products as non-returnable, non-refundable, or exchange-only.

Such conditions will be clearly communicated on the respective product page, collection page, or promotional Terms & Conditions.

 

 

8. Sale & Promotional Orders

  • Products purchased during special promotions, clearance events, archive sales, BOGO offers, seasonal sales, or other promotional campaigns may be governed by separate Terms & Conditions.

  • The specific Terms & Conditions applicable to the promotion will take precedence over this standard Returns, Refunds & Exchange Policy.

 

 

9. Shipping Charges & Fees

  • Original shipping charges, COD charges, convenience fees, handling fees, or any other service fees are non-refundable unless otherwise stated.

  • Any promotional discounts applied at the time of purchase may be adjusted while processing refunds or exchanges, wherever applicable.

 

 

10. Quality Check & Approval

All returned products undergo a quality inspection upon receipt at our warehouse.

Thomas Scott reserves the right to reject any return, refund, or exchange request if:

  • The product has been used, washed, altered, damaged, or tampered with.

  • Original tags, labels, or packaging are missing.

  • The product shows signs of wear, stains, perfume, deodorant marks, or misuse.

  • The request does not comply with this policy.

Products failing quality inspection may be shipped back to the customer without any refund, return, or exchange being processed.

 

 

11. Address Modification

  • Customers are advised to verify their shipping details before placing an order.

  • Address modifications may not be possible once an order has been confirmed or shipped.

 

 

12. Fraud Prevention & Policy Abuse

Thomas Scott reserves the right to refuse returns, refunds, exchanges, store credits, or future orders in cases involving:

  • Suspected fraudulent activity

  • Excessive return behaviour

  • Repeated order refusals

  • Misuse of promotional offers

  • Policy abuse or any activity deemed harmful to the business

 

 

13. Company Rights

Thomas Scott reserves the right to:

  • Modify, amend, or update this policy at any time without prior notice.

  • Approve or reject return, refund, exchange, cancellation, or store credit requests at its discretion based on policy compliance.

  • Refuse requests involving suspected misuse, fraudulent activity, or repeated policy abuse.

 

 

Contact Us

For any return, refund, exchange, cancellation, or delivery-related queries, please contact our customer support team through the official support channels available on the Thomas Scott website.

Customer Support Email: support@thomasscott.in
Website: Thomas Scott Official Website

 

 

"For orders delivered in an open-box condition by the courier partner, customers are requested to record a complete video of the package and contents at the time of delivery. Claims regarding missing, damaged, defective, or incorrect products without a valid video proof may not be accepted."