Returns and remedies policy

We generally do not accept a return solely for a change of mind or a wrong size or color choice when the item matches its description, unless otherwise agreed. This does not limit mandatory complaint, return, or remedy rights for damaged, defective, incorrect, or lost goods under applicable law.

If an item is damaged, defective, or different from the order, please email support@tiemtho.com promptly. Reporting within 72 hours helps our carrier review, but is not a deadline that removes statutory complaint rights. Include the order number, description, photographs, and an unboxing video if available. Keep the item and packaging for review.

Reasonable small-batch differences in dimensions, placement, stitching, fabric texture, or color are part of a handmade product and are not defects. We assess whether a variation materially affects the promised product, safety, or use.

After reviewing the evidence, we may offer a replacement, partial refund, or full refund as appropriate to the issue and applicable law. A physical return is not normally required. Do not send an item back unless we provide written instructions; if a return is required for a valid claim, we will explain the approved method and responsibility for cost.

Approved Stripe refunds return to the original payment method. Historical PayPal transfers are refunded manually after we verify the original receipt and record the PayPal refund transaction. Tiệm Thỏ normally starts an approved refund within 3–5 business days; your payment provider may take additional time to show the funds. Approval or initiation does not mean the funds have arrived. We confirm refund status from the payment provider.

Email us immediately if you want to cancel. A cancellation may be requested only before the order is preparing or shipped, and we may decline once preparation begins. A request is not confirmed until we accept it in writing.

Customer-fault failed deliveries are not eligible for a refund of costs already incurred and may be reshipped at actual cost. Respond within 30 days of our notice. For suspected loss, contact us after 30 days from dispatch. A carrier-confirmed loss qualifies for a replacement where available or a full refund.