Returns, Exchange & Refund Policy
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Returns, Exchange & Refund Policy

Returns:

In the rare event that you wish to return or exchange a product, the following guidelines will apply:

If you notice manufacturing/ workmanship errors* on your newly purchased product, we will undertake to repair it for you. If repairs are not possible, a replacement will be provided. You can request for repairs/ replacement of your product within 180 days of receiving it, applicable in India and for International buyers.

*List of manufacturing/ workmanship errors

  • Problems with hardware on the bag
  • Problems with zippers
  • Loose or broken stitches

What cannot be construed as a manufacturing and workmanship error?

Leather is a natural material and has natural characteristics including wrinkles or marks, making each piece unique. Natural grain and colour variations in leathers cannot be considered manufacturing and workmanship errors; in fact these prove that the leather is genuine.

Please note that:

  • For both returns due manufacturing/ workmanship errors*, customers are responsible for the return and have to bear the shipping charges to our warehouse. The Sac & Satchel Company will only bear the following expenses of the transaction:
    • Indian Customers: Return couriers charges after the repair of the merchandise
    • International Customers: Import duty into India and return courier charges after the repair of the merchandise
  • The Sac & Satchel Company cannot guarantee or replace products damaged by neglect or mishandling, including exposure to moisture, severe tears in leather or lining, and ink marks and stains.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, including the swing tags and dust bags, and it must be the same product that you purchased from our website.
  • Customised orders or products purchased at special prices (on offer or discount) or at exhibitions and discount sales cannot be returned once purchased.
  • Products can be returned only if purchased from töhl’s online store tohl.in. If you have purchased a tohl product from another online or physical retail store, the returns policy for those purchases are subject to the terms and conditions of the store from which it was purchased.
  • For any returns and exchanges please contact us at customercare@tohl.in or please call our helpline number +91-8300112000. In most cases for international buyers, you will be expected to return the product by courier at your cost to an address in India.
  • Our customer helpline number will be open between 10.00 AM to 7.00 PM Indian Standard Time, Monday to Friday; except on national holidays.

Exchanges:

At The Sac & Satchel Company, we offer a 10 day free exchange policy.

  • If you are unhappy or have had a change of mind regarding your recently purchased product, please return the product with all packaging intact, unused, within 10 days of purchase/receipt and you could exchange it for a product of equivalent price or gift vouchers of the equivalent amount.
  • Each item purchased can be only exchanged once. Multiple exchanges for the same item are not permitted.
  • The new product will be shipped only after receiving the initial product that is being exchanged at our warehouse.
  • You will be responsible for the costs of shipping while returning your item, whether domestic or international. Shipping costs are non-refundable.
  • Customised orders or products purchased at special prices (on offer or discount) or at exhibitions and discount sales cannot be exchanged once purchased.
  • Products can be exchanged only if purchased from töhl’s online store tohl.in. If you have purchased the product from another online or physical retail store, the exchange policy for those purchases are subject to the terms and conditions of the store from which the product was purchased.
  • To exchange you product please write to us at customercare@tohl.in or call our helpline number +91-8300112000
  • Our customer helpline number will be open between 10.00 AM to 7.00 PM Indian Standard Time, Monday to Friday.

All returns and exchanges of any nature need to be shipped to:

The Sac & Satchel Company, MF4, Developed Plots, Industrial Estate, Ekkattuthangal, Chennai – 600032

Refunds:

Currently, we do not issue cash refunds for returns or exchanges. In the rare case that a refund is approved, we will issue you a gift voucher for the amount (rounded to the nearest hundred) to be reused on our website within a stipulated period.

Kindly note that while refunding an order, only the value of the product will be refunded and we will not refund the shipping costs/ charges or additional taxes and duties borne by the customer during the original delivery

Gifts:

  • If the item was marked as a gift when purchased and shipped directly to you, you will receive gift credit for the value of your return. Once the returned item is received at our warehouse, a gift certificate will be mailed to you.
  • If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves, we will send a refund to the gift giver directly.