Refund Policy

At TuHiTu Art Club, we strive to provide high-quality personalized gifts and ensure customer satisfaction. As most of our products are custom-made according to your requirements, please read our Refund Policy carefully before placing an order.

1. Personalized & Customized Products

Most of our products are made specifically for each customer based on the names, photos, messages, designs, or other customization details provided during the order process.

Therefore:

• Personalized or customized products are not eligible for refunds, returns, or exchanges once production has started.
• Customers are requested to carefully review all personalization details before confirming their order.

2. Refund Eligibility

A refund or replacement may be approved only under the following circumstances:

• You receive a damaged product.
• You receive an incorrect product.
• The product has a manufacturing defect.
• Your order cannot be fulfilled due to product unavailability or any issue from our side.
• Your order is cancelled by TuHiTu Art Club before dispatch.
• All refund requests are subject to verification by our customer support team.

3. Non-Refundable Situations

Refunds or replacements will not be provided in the following cases:

• Incorrect personalization details submitted by the customer.
• Change of mind after placing the order.
• Incorrect shipping address or contact details provided by the customer.
• Minor color or design variations due to screen settings, lighting, or handmade craftsmanship.
• Delivery delays caused by courier partners, weather conditions, public holidays, or other unforeseen circumstances beyond our control.
• Normal handmade variations that do not affect the functionality or quality of the product.

4. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please notify us within 48 hours of receiving your order.

Please provide:

• Order Number
• Clear photos or videos of the product and packaging.
• A brief explanation of the issue.

Our team will review your request and respond with an appropriate solution, which may include a replacement or refund where applicable.

5. Refund Process

If your refund request is approved:

• The refund will be processed through the original payment method used during purchase.
• Refunds are generally completed within 5–10 business days, depending on your bank or payment provider.
• Processing time may vary based on financial institutions.

6. Order Cancellation

Orders can be cancelled only before production or customization begins.

Once a personalized product enters the production stage, cancellation, return, or refund requests cannot be accepted.

If an order is cancelled by TuHiTu Art Club before dispatch, the full eligible amount will be refunded.

7. Contact Us

For any refund, return, or cancellation-related queries, please contact us: