Refund policy

PRODUCT INFORMATION

Customers are requested to carefully review the product description, dimensions, materials, colours, customisation details, and all other information provided on the website before placing an order.

We aim to provide clear and accurate product information so customers can make informed purchasing decisions.

MADE-TO-ORDER POLICY

All products are made to order.

Once an order has been placed and confirmed, it is considered final and cannot be cancelled, refunded, or exchanged, except in cases where the product received is damaged, incorrect, or an item is missing from the order.

NO EXCHANGES

We do not offer exchanges for reasons such as change of mind, personal preference, size perception, colour preference, or any other reason unrelated to damage, incorrect delivery, or missing items.

Customers are requested to review all product details carefully before placing an order.

PRODUCT VARIATIONS

Due to differences in screen settings, printing, natural materials, wood grain, and the handmade nature of certain products, slight variations in colour, texture, finish, or appearance may occur.

Such minor variations are not considered defects and will not qualify for replacement or exchange.

DAMAGED, INCORRECT, OR MISSING ORDERS

We take utmost care in preparing and packaging every order. However, in the rare event that you receive a damaged product, an incorrect product, or an incomplete order, please follow the guidelines below.

NOTIFICATION TIMELINE

  • Any issue must be reported to us within 48 hours of the recorded delivery time.
  • Requests raised after this period may not be eligible for replacement, return, or credit.

IMPORTANT DELIVERY GUIDELINES

  • If the outer packaging appears visibly damaged, opened, or tampered with, please do not accept the delivery.
  • For OTP-based deliveries, please do not share the delivery OTP if the package appears damaged or tampered with.
  • Please contact us immediately through our customer care number or email.

Failure to follow these guidelines may affect our ability to verify and process the claim.

PROOF REQUIREMENTS

To help us review and process a claim, customers may be required to provide:

  • Clear images of the outer packaging
  • Clear images showing the condition of the product
  • Images of the shipping label and packaging
  • An unboxing video showing the package being opened

We strongly recommend recording an unboxing video for all orders, particularly for fragile or high-value products.

Claims may be declined where sufficient evidence is not available to verify the issue.

RESOLUTION OPTIONS

REPLACEMENT / RETURN

For verified cases of damaged, incorrect, or missing products:

  • We will generally arrange a replacement at no additional cost.
  • Where required, we may arrange a return pickup for the affected product.
  • If return pickup is unavailable at the customer's location, our team will guide the customer through the return process.
  • The resolution offered may depend on product availability and the nature of the issue.

CREDIT NOTE

Where a replacement is not preferred or cannot be provided, we may offer a credit note equivalent to the eligible order value.

  • The credit note can be used towards a future purchase from Tohfa Shofa.
  • The credit note must be redeemed in full in a single order.
  • If the value of the new order exceeds the credit note amount, the difference must be paid by the customer.
  • Credit notes cannot be exchanged for cash or transferred.

CONTACT US

For any concerns regarding your order, please contact us: