Refund and Returns Policy

Last updated: 14 August 2026

Overview

We want you and your child to be happy with what arrives at your door. This policy explains how returns, exchanges, and refunds work at Tukoy — plainly, and without any hidden catches.

Our return window is 7 days from the date of delivery. If more than 7 days have passed since your order was delivered, we’re unable to offer a return, exchange, or refund.

What can be returned

To be eligible for a return, your item must be:

Unused, unassembled, and unwashed
In the same condition you received it, with all original tags and labels attached
In its original packaging, including any inner boxes, inserts, and accessories that came with it
Requested within 7 days of the delivery date

Proof required for your return

To process any return, exchange, or refund — especially for a damaged, defective, incorrect, or incomplete item — we require photo and/or video proof of the product and its packaging as received. This helps us resolve your case quickly and fairly, without back-and-forth.

Please keep this in mind when your order arrives:

Film an unboxing video wherever possible, from the moment the sealed package is opened, showing the product and packaging clearly. This is the fastest way to resolve a damaged, missing, or incorrect item claim.
If you didn’t film an unboxing video, clear photos of the product, any damage or defect, the packaging, and the shipping label are required instead.
Send this proof to us at connect@tukoy.in along with your order number when you raise your return request.

Returns raised for damage, defects, or a wrong/missing item without any supporting photos or video cannot be processed. This requirement protects genuine claims and helps us keep prices fair for everyone.

Items that cannot be returned

The following cannot be returned, except where the item itself was defective or damaged on arrival:

Items that have been used, assembled, played with beyond inspection, or show signs of wear
Items missing their original packaging, tags, or accessories
Batteries that have been opened, inserted, or used
Items damaged due to misuse, accident, or normal wear and tear after delivery
Free gifts, promotional add-ons, or items received as part of a bundle offer
Products marked “Final Sale” or similar at the time of purchase

Only a partial refund may be granted in situations such as an item returned outside the 7-day window, or an item not in its original condition for reasons not caused by our error.

How to start a return

Email us at connect@tukoy.in within 7 days of delivery with your order number, the reason for the return, and photo or video proof as described above. We’ll confirm whether your item is eligible and walk you through the next steps, including where to send it if a physical return is needed.

Please don’t send an item back before hearing from us — we’ll confirm the return address and process for your specific case first, since not every situation requires shipping the item back to us.

Refunds

Once we’ve received and inspected your returned item (or approved your claim based on the photo/video proof provided), we’ll email you to confirm whether your refund has been approved.

If approved:

For orders paid online, the refund is credited back to your original payment method.
For Cash on Delivery orders, we’ll ask for your bank account details to process the refund directly, since there’s no original online payment to reverse.

Once we’ve received your returned package, your refund will be issued within 7 days, though your bank may take a few additional days to reflect the credit in your account.

Late or missing refunds

If it’s been more than 7 days since we confirmed we received your returned package and you still haven’t received your refund, please first check your bank or payment app statement again — some refunds take a little longer to appear than the confirmation email suggests. If you still don’t see it after that, write to us at connect@tukoy.in with your order number and we’ll look into it with our payment partner.

Sale items

Items purchased at a discounted or sale price can still be returned under this same 7-day policy, unless they were explicitly marked “Final Sale” at checkout.

Exchanges

We’re happy to exchange an item if it arrived defective or damaged. To request an exchange, email us at connect@tukoy.in with your order number and photo or video proof of the issue within 7 days of delivery. We’ll confirm availability of a replacement and next steps.

If you’d simply like a different product instead of the one you ordered (not due to a defect), please raise this with us within the 7-day window and we’ll do our best to accommodate it, subject to stock availability and any price difference between items.

Damaged, defective, or wrong item received

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 7 days of delivery at connect@tukoy.in with your order number and photo/video proof. Once verified, we’ll offer a replacement, exchange, or full refund — including any shipping cost you may have paid on that order — at no extra cost to you.

Order cancellations

If you’d like to cancel your order, please contact us as soon as possible at connect@tukoy.in. If your order hasn’t yet been shipped, we’ll cancel it and issue a full refund. If it has already been shipped, you’re welcome to return it once delivered, following the return process above.

Gifts

If an item was purchased as a gift and shipped directly to the recipient, please have the recipient contact us at connect@tukoy.in for any return or exchange request — we’re happy to work directly with them so the original purchaser doesn’t need to be involved.

Return shipping

If your return is due to our error — a damaged, defective, incorrect, or incomplete item — we’ll cover the cost of return shipping.

For all other approved returns (for example, a change of mind), return shipping costs are your responsibility, and this cost will be deducted from your refund unless we’ve agreed otherwise in writing. We recommend using a trackable shipping method for any return, as we can’t be responsible for a returned item that doesn’t reach us.

Need help?

For any question about a return, exchange, or refund, write to us at connect@tukoy.in with your order number — we’re happy to help sort it out.