Return and Exchange Policy
RETURN, REPLACEMENT AND REFUND POLICY
HOW DO I RETURN AN ITEM PURCHASED ON Tierno?
Tierno offers its customers an ’Easy return policy’, wherein you can raise a return/exchange request of a product within 30 days of its delivery. We also accept partial returns wherein you can raise a return request for one or all products in your order.
Step 1: In the Support section, through your Profile, enter requisite details- Name, registered Phone no., registered Email address, Query Type, Issue Type (wherever asked), add Description (accordingly), and submit. Help Desk A prompt showing your Ticket No. will appear on your screen and a mail with the same information will be Emailed to your registered address.
Step 2: The products will be picked up within 4-5 business days. A refund or replacement will be initiated, thereafter. Please note, refunds/replacement will be initiated only if the products are in appropriate* conditions.
For all communication against raised tickets, please check your registered email IDs.
Inappropriate product conditions:
Product is damaged due to misuse
Returned without proper safety packaging
Product is used or altered
If request is initiated after 30 days of order delivery
Free product or promotional gifts (Freebies)
WHAT ALL CATEGORIES ARE NOT ELIGIBLE FOR RETURN/EXCHANGE?
Discounted or coupon availed Products
Products under Daily Protection cannot be returned keeping in mind hygiene issues.
Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may apply. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact our customer care Help Desk.
An order for Notebooks/ Key Chain/ Cable Wrap/ Screen Guard will be Replaced within 30 days from the delivery date only if the Wrong/Damaged product is delivered. We do not have any returns on these products.
In case of returns/ refunds, the cost of giftboxes, gift note & giftwrapping will not be eligible for refund.
I HAVE RECEIVED A DAMAGED OR DEFECTIVE ITEM/WRONG PRODUCT IN MY ORDER, HOW SHOULD I PROCEED?
Our shipments go through rigorous quality check processes before they leave our warehouse. However in the rare case that your product is damaged during shipment or transit, you can request for a replacement or cancellation and refund. If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return/refund within 2 days of receiving the order:
Step 1: Contact our Customer Support team via Help Desk within 2 business days of receiving the order. The window for this will open when our delivery partners mark the orders “delivered”. Delayed queries will not be encouraged on the account of the package being opened late.
Step 2: Share images and videos (JPEG only) with us along with your order details and your request to return/replace/refund the defective/wrong items in your order. Our team will assist you as per the policy in which your order was placed.
Step 3: We will pick up the products within 4-5 business days. If the returned products are received in appropriate aforementioned conditions, refund or replacement as requested will be initiated.
Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will suggest you to select a product from the same category for which options will be shared by our team.
CAN I RETURN PART OF MY ORDER?
Yes. A partial return can be created of the whole order depending on their individual return policies, thereby seeking replacement/ refund. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.
HOW LONG WOULD IT TAKE ME TO RECEIVE THE REFUND OF THE RETURNED PRODUCT?
Please note, Tierno initiates the refund after the returned item has reached us and the quality check is successful. Therefore, the refund initiation time may vary by time taken by the courier partner to deliver the return to a Tierno warehouse. In case of any refund discrepancies, Tierno may at its sole discretion, request you to share with us a screenshot of your bank statement.
After the refund has been initiated by Tierno as per the Returns Policy, the refund amount is expected to reflect in the customer account as per the following timelines:
For payments done through credit/debit cards or net banking,the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
For cash on delivery transactions,we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.
In addition, we also provide the hassle-free option of refund through Tierno coupons, which can be used during future purchases.