Refund policy

RETURNS, REFUNDS AND CANCELLATION POLICY

Last updated: 28/10/2026

This Policy governs cancellations, returns, replacements, refunds and store credit for orders placed on www.tintessa.com (the “Website”), operated by Tintessa Enterprises (“Tintessa”, “we”, “us” or “our”). It forms part of our Terms of Service and should be read together with our Shipping Policy.

1. Order Cancellation
1.1 Any order, whether prepaid or Cash on Delivery (COD), may be cancelled before it is dispatched by contacting us at support@tintessa.com with the order number.
1.2 Prepaid orders cancelled before dispatch will be refunded in full to the original payment method in accordance with Clause 5.
1.3 Orders cannot be cancelled once dispatched. A COD order refused at delivery after dispatch will be treated in accordance with Clause 4 of our Shipping Policy.
1.4 Tintessa reserves the right to cancel any order owing to stock unavailability, pricing or listing errors, non-serviceable delivery locations, or suspected fraudulent activity. In such cases, any amount paid will be refunded in full to the original payment method.

2. Eligibility for Replacement or Store Credit
2.1 A replacement or store credit will be provided only where the product delivered is:
(a) damaged in transit;
(b) defective, leaking or broken on arrival;
(c) different from the product or shade ordered; or
(d) missing from the order.
2.2 Given the personal-care and hygiene nature of our products, we do not accept returns or offer replacements or store credit for opened or used products, change of mind, shade preference, or general dissatisfaction, except as set out in Clause 2.1.

3. How to Raise a Claim
3.1 Claims must be raised within forty-eight (48) hours of delivery by emailing support@tintessa.com with:
(a) the order number;
(b) a complete, continuous and unedited unboxing video, starting from the sealed package with the shipping label visible; and
(c) clear photographs of the product(s) and packaging showing the issue.
3.2 An unboxing video is mandatory for all claims relating to missing items or wrong products.
3.3 Claims raised after this period, or without the required evidence, may not be accepted.
3.4 Tintessa will review each claim and inform the Customer of its decision within [3] business days. Tintessa’s decision, made reasonably and in good faith on the evidence provided, shall be final, subject to applicable law.

4. Resolution
4.1 Where a claim is accepted, Tintessa will, at the Customer’s choice and subject to availability:
(a) send a replacement of the same product and shade at no additional cost; or
(b) issue store credit for the value of the affected product.
4.2 Where the same product or shade is unavailable, Tintessa will issue store credit.
4.3 Tintessa may request the return of the damaged, defective or wrong product. Where a return is requested, Tintessa will arrange a reverse pickup at no cost to the Customer.

5. Refunds and Store Credit
5.1 Refunds to the original payment method are issued only where:
(a) a prepaid order is cancelled by the Customer before dispatch under Clause 1.2; or
(b) an order is cancelled by Tintessa under Clause 1.4, or cannot be delivered under Clause 9.2 of our Shipping Policy.
5.2 Such refunds will be processed within [5–7] business days. The time taken for the amount to reflect in the Customer’s account depends on the bank or payment provider.
5.3 In all other cases, approved claims will be resolved by replacement or store credit only. Store credit will be issued within [5] business days of approval, is linked to the Customer’s account or email address, is valid for [12 months] from the date of issue, and is not redeemable for cash.

6. Discounts, Offers and Free Gifts
6.1 Store credit will equal the price actually paid for the affected product after any automatically applied discounts.
6.2 Free gifts are not eligible for store credit, refund or exchange.

7. Amendments
7.1 Tintessa may amend this Policy at any time. The version published on the Website at the time an order is placed shall apply to that order.

8. Governing Law and Jurisdiction
8.1 This Policy shall be governed by the laws of India. Subject to applicable consumer protection laws, the courts at [New Delhi] shall have exclusive jurisdiction.

9. Contact 
9.1 For any questions or claims, contact support@tintessa.com, Monday to Saturday, 10:00 AM to 7:00 PM IST.