Customer Information

No-Return, Replacement and Refund Policy

Thowl Games does not accept returns or exchanges for change of mind. Replacement or refund support is considered only for verified damaged, defective, incomplete, incorrect or materially misdescribed products.

Last updated: 22 July 2026
No change-of-mind returns

Please review the product description, age guidance, box contents, specifications and price before placing an order. Once dispatched, a product cannot be returned or exchanged merely because the customer changes their mind, no longer wants it, ordered the wrong product or selected the wrong age group.

Do not accept a visibly damaged or tampered package

Before accepting delivery, inspect the outer package. If it is visibly torn, crushed, wet, opened, resealed or tampered with, refuse delivery and ask the courier to record the reason as “package damaged/tampered”. Take clear photographs or a short video and contact us immediately with the order number.

Continuous unboxing video required

For claims involving transit damage, missing components, an incorrect product, an opened package or suspected tampering, the customer must provide one clear, continuous unboxing video.

  • Start recording before opening or cutting the package
  • Clearly show the sealed package and shipping label
  • Show all sides of the outer package
  • Record the complete opening process without pauses, cuts or editing
  • Show the product, inner packaging and every component received
  • Clearly show the damage, shortage, incorrect item or tampering

Important: A video made after the package has already been opened may not establish that the issue existed at delivery. Claims may be declined where the required evidence is unavailable or does not clearly show the reported issue, except where another remedy is required under applicable law.

Cancellation before dispatch

Email us as soon as possible with the order number. Cancellation may be approved only if the order has not been packed or dispatched. An approved cancellation is refunded to the original payment method.

After dispatch

Once an order has been dispatched, cancellation is normally not possible. Refusing an undamaged delivery does not automatically create a right to a refund, except where required under applicable law.

When replacement or refund support may be available

Contact us within seven calendar days of delivery when:

  • The product was damaged during delivery and the continuous unboxing video shows the damage
  • A component listed in the product description is missing and the unboxing video shows all received contents
  • A different product was delivered and the unboxing video shows the sealed package and item received
  • The package appears opened or tampered with and this is shown in the video
  • The product has a manufacturing defect that could not reasonably be identified during unboxing
  • The product is materially different from its advertised description or agreed specifications

Evidence for manufacturing defects

Some manufacturing defects may become apparent only when the product is examined or used. For such claims, provide clear photographs and a video demonstrating the defect, along with the order number and a description of how the issue affects normal use. We may request additional reasonable evidence before deciding the claim.

Resolution process

After verifying the claim, Thowl Games may choose the most appropriate resolution:

  • Send a missing or replacement component
  • Replace the affected product
  • Issue a full or partial refund where replacement is unavailable or inappropriate
  • Provide another mutually agreed resolution

Replacement is generally the first resolution. Customers must not send a damaged or defective product back unless Thowl Games provides written return instructions. Depending on the nature of the issue, we may resolve the claim without requiring the damaged product to be returned.

How to report a problem

  1. Email orders@thowlgames.com within seven calendar days of delivery.
  2. Include the order number, customer name, mobile number and city.
  3. Attach the continuous unboxing video for transit damage, shortage, wrong-product or tampering claims.
  4. For a manufacturing defect, attach clear photographs and a video showing the defect.
  5. Keep the complete product, all components and packaging until the review is finished.
  6. Do not return or discard anything unless written instructions are provided.

Items not eligible for change-of-mind return or exchange

  • Products no longer wanted after purchase
  • Products ordered by mistake or for the wrong age group
  • Opened, used, played-with, marked, altered or incomplete products where no verified defect or delivery issue exists
  • Damage caused after delivery by misuse, unauthorised modification, improper storage or normal wear and tear
  • Minor handmade differences in wood grain, shade, printing or component finish that do not affect safe use or gameplay
  • Products purchased from another seller; requests must be made to that seller under its applicable policy

Approved returns

A product must not be returned unless Thowl Games issues written instructions. Where return is required, we will provide the applicable address and procedure. Unauthorised parcels may not be accepted or processed.

Refunds

Approved refunds are initiated to the original payment method. Bank and payment-provider processing times may vary. Delivery or handling costs may be excluded only where legally permitted and where the issue was not caused by Thowl Games.

Statutory rights

This policy explains our commercial no-change-of-mind return position and evidence requirements. It does not exclude or reduce any right or remedy available under applicable Indian consumer-protection law.

Contact

Before returning anything, email orders@thowlgames.com with the order number, explanation and required evidence.

Thowl Private Limited
Delhi, India