TSH Store Marketplace

Customer Returns, Refunds Policy

Policy Framework: Global Transaction & Operations

Effective Date: June 3, 2026

Applicability: All Registered Buyers

Contact Point: Customer Resolution Services

Section 1: Category-Specific Return Windows & Store Wallet Refund Mechanics

TSH Store utilizes a category-tailored return model designed to accommodate varying product types while prioritizing customer retention through an integrated store ecosystem framework.

1.1 Category-Specific Eligibility Windows

Rather than enforcing a uniform return timeline, return eligibility durations are assigned dynamically based on product classification. The validation countdown for any item initiates exactly on the date the tracking courier updates the parcel status to 'Delivered' to the recipient's specified destination. Sellers and buyers must consult the specific product page for its exact allocated return timeframe.

1.2 The Store Wallet Re-Investment Model

To keep funds cycling within the platform and ensure instant processing for our users, TSH Store operates a wallet-first settlement framework:

• Automated Store Wallet Credit: Upon warehouse verification and validation of an approved return, all associated financial refunds are deposited directly back into the customer’s secure TSH Store Digital Wallet.
• Re-Investment Focus: Wallet balances are designed for seamless marketplace reuse, allowing consumers to execute immediate subsequent purchases, size replacements, or alternative item checkouts across any store category without waiting for standard banking network clearances.

1.3 Physical State Requirements for Approved Returns

To protect platform health and preserve inventory integrity, items returned under standard change-of-mind terms must meet the following structural conditions:

• Original Retail Presentation: Items must be repackaged in their original commercial containers, retaining all pristine protection materials, original documentation tags, manuals, and accessories. Factory-applied shrink-wrapping must remain completely intact.
• Zero Wear or Alterations: Products displaying visible user wear, scent transfers, scratch patterns, or altered internal hardware or stitching will be rejected at the inspection warehouse, invalidating the refund request.

Section 2: Logistics, Shipping Fees, and Restocking Structures

The financial distribution of transit costs depends heavily on the root cause behind the item's return.

2.1 Fault-Based Allocations (Platform & Merchant Coverage)

If a return is initiated due to a verified structural defect, transit damage, or a merchant fulfillment error (e.g., shipping the incorrect variant, size, or color), the seller or TSH Store will bear 100% of the return transit costs. A prepaid shipping label will be generated for the customer.

2.2 Discretionary Allocations (Buyer-Driven Change-of-Mind)

For returns driven by buyer preference, misjudgment of sizing, or buyer change-of-mind, financial logistics rules apply:

• Return Shipping Cost: The customer is fully responsible for procurement of the return tracking label, or the cost of our network label will be deducted from the final refund balance.

Section 3: Refund Processing Timelines and Resolution Pathways

3.1 Physical Inbound Evaluation & Auditing

Once a return shipment enters our verification hub, it undergoes an inventory inspection phase. This inspection protocol requires a few hours to confirm serial numbers and assess condition parameters before the system authorizes the financial release to your wallet.

3.2 Financial Settlement Vehicles & Settlement Windows

Approved refunds are systematically routed back through the customer's account wallet profile as outlined below:

• TSH Store Digital Wallet: The standard checkout reimbursement track. Credit application is instant, clearing for re-spending within 24 hours of warehouse testing confirmation.

3.3 Dispute Mediation Framework

In situations where a buyer contests warehouse rejection or a merchant denies responsibility for a transit issue, the case scales to the TSH Store Dispute Mediation Board. Both sides must provide unedited photographic records or packing logs within the designated timeframe. The decision issued by the platform arbitration desk serves as the final binding resolution for both transaction profiles.