RETURN, EXCHANGE & REPLACEMENT POLICY

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At THROWPILLOW, every product is thoughtfully designed and individually cut, stitched and finished by our team. A large part of our collection is made to order, customised or produced specifically according to the customer's selected size, fabric, colour, design and requirements.

We want you to love your THROWPILLOW purchase. If there is an issue with your order, please contact our Customer Care team as soon as possible so that we can review the concern and work with you toward an appropriate resolution.

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1. CUSTOM-MADE & MADE-TO-ORDER PRODUCTS

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Many THROWPILLOW products are custom-made or made to order.

Once an order is confirmed, fabric, trims, tassels, production time and other resources may be allocated specifically for that order.

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Therefore:

• Customised and personalised products are not eligible for cancellation, return or refund due to change of mind, colour preference, size preference or incorrect measurements supplied by the customer.

• Customers are responsible for providing accurate measurements and customisation requirements where measurements are requested.

• Before production, customers may be asked to confirm measurements, colour, fabric, design and coverage.

• Once the customer confirms the customisation and production begins, changes may not be possible.

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2. WHAT IS ELIGIBLE FOR RETURN OR EXCHANGE?

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We accept requests where the product is:

• Damaged during transit

• Defective due to a manufacturing issue

• Incorrectly manufactured compared with the confirmed order specifications

• The wrong product or substantially different product has been shipped

 

The concern must be reported within 1 day of delivery with clear photographs and/or videos showing the issue.

Our Customer Care team will review the order, photographs, measurements and production details before approving a return, exchange or replacement.

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3. EXCHANGE / REPLACEMENT

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Where a genuine manufacturing defect, damage or production error is confirmed, THROWPILLOW may offer:

• Repair, where appropriate

• Replacement of the affected piece

• Exchange for another available size or colour, where feasible

• Another mutually agreed resolution

For a customer-preference issue, such as a preferred colour being different from the delivered shade, we may, at our discretion, explore a replacement or alternative fabric/design as a goodwill solution.

Any such solution is considered on a case-by-case basis and does not automatically create an entitlement to a refund.

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4. NO REFUNDS FOR CHANGE OF PREFERENCE

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Refunds are generally not offered for change of mind or preference, including:

• Change in colour preference

• Change in design preference

• Change in fabric preference

• Change in size preference

• Customer deciding that the product does not suit the room/interior

• Customer ordering the incorrect size

• Customer providing incorrect measurements

• Difference between how a colour appears on a screen and how it appears on physical fabric

• Customer deciding after delivery that a different product would have been preferred

 

Because our products are individually produced and are not mass-produced inventory items, we are unable to treat customised products in the same way as standard mass-produced retail products.

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5. COLOUR & FABRIC VARIATION

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We make every reasonable effort to reproduce colours and designs as shown in our photographs, website and social-media references.

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However, minor variations in colour, texture, weave, print appearance and finish can occur because of:

• Different screen and device settings

• Lighting conditions while photographing products

• Natural differences between fabric batches

• Printing and dyeing processes

• The texture and weave of the fabric

• The difference between viewing a digital image and an actual physical fabric

For example, an ivory/off-white fabric may appear slightly different from a bright white fabric, particularly under different lighting conditions.

Where a customer requires a specific shade, customers are encouraged to request a fabric/colour reference before production wherever available.

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6. DESIGN REPLICATION

THROWPILLOW may use customer-shared photographs, website images, Instagram references or other visual references to understand the desired design.

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We make reasonable efforts to reproduce the selected design as closely as possible.

However, handmade and fabric-based products may have minor variations in:

• Colour

• Print placement

• Texture

• Stitching

• Tassel placement

• Pattern alignment

• Fabric appearance

Such minor variations do not necessarily constitute a manufacturing defect.

 

7. RETURN REQUEST PROCESS

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If you believe your product has arrived damaged, defective or incorrectly manufactured, please contact us within 1 day of delivery.

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Please provide:

1. Order number

2. Customer name and contact number

3. Clear photographs of the complete product

4. Close-up photographs/videos showing the issue

5. Photographs of the packaging, where relevant

6. A brief description of the concern

Do not send the product back without receiving return authorisation from THROWPILLOW.

Our Customer Care team will review the concern and provide further instructions if a return is approved.

 

8. RETURN SHIPPING

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For an approved return due to a confirmed manufacturing defect, incorrect product or damage attributable to us, THROWPILLOW will coordinate the appropriate return/replacement process.

For returns or exchanges requested due to customer preference, change of mind or other reasons not attributable to THROWPILLOW, the applicable return shipping costs may be the customer's responsibility.

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In individual cases, THROWPILLOW may choose to provide a shipping concession or bear return shipping as a goodwill gesture. Such concessions are discretionary and do not modify the general return policy.

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9. CONDITION OF RETURNED PRODUCTS

Where a return is authorised, the product must:

• Be unused

• Be unwashed

• Be free from stains, pet hair, odour or other damage

• Be returned in the original packaging where applicable

• Include all components, accessories and accompanying items

Products that have been washed, altered, damaged, used improperly or modified after delivery may not qualify for return or exchange.

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10. TIME LIMIT FOR AUTHORISED RETURNS

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Once a return is approved, the product must be shipped back within the timeframe communicated by our Customer Care team, generally within 5 days of return authorisation.

Products returned after the approved timeframe may not be accepted.

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11. CUSTOMISED MEASUREMENTS

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For customised sofa covers and other made-to-measure products, customers are responsible for providing accurate measurements when the measurements are supplied by the customer.

THROWPILLOW may guide customers regarding:

• Seat length

• Seat depth

• Front fall

• Back tuck-in allowance

• Backrest dimensions

• Handrest dimensions

• Cushion dimensions

• Curtain dimensions

• Other product-specific measurements

 

Where required, THROWPILLOW may recommend additional fabric allowance for front fall, side allowance and back tuck-in so that the cover fits and stays properly on the furniture.

Once the final measurements are confirmed by the customer, production will be carried out according to those confirmed specifications.

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12. STANDARD-SIZE PRODUCTS

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For standard-size products, the dimensions displayed on the product page represent the standard measurements offered for that product.

Customers with sofas or furniture that differ substantially from standard dimensions are encouraged to request customisation before placing the order.

Customisation charges may apply depending on the product, fabric, dimensions and complexity

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13. CANCELLATION

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Orders may be cancelled only if the cancellation request is received before production has commenced, subject to the applicable order status and materials already allocated.

Once cutting, stitching, printing, embroidery, customisation or other production work has started, cancellation may not be possible.

For customised or made-to-order products, cancellation after production begins may not be eligible for a refund.

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14. ITEMS THAT ARE NOT ELIGIBLE FOR RETURN

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Due to their customised or made-to-order nature, the following are generally not eligible for return or refund unless they are defective, damaged or incorrectly supplied:

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A. Customised or personalised orders
B. Made-to-measure sofa covers
C. Custom-size cushion covers
D. Custom curtains
E. Custom table covers/runners
F. Custom fridge or appliance covers
G. Custom Puja Asans
H. Cushion inserts
I. Products altered or modified at the customer's request
J. Products damaged, washed or used after delivery

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15. FESTIVE & HIGH-DEMAND PERIODS

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During festive periods, including Diwali and other peak-season periods, production and dispatch timelines may be longer than usual because of increased order volumes.

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We make every effort to process orders as quickly as possible; however, production timelines are estimates and may vary depending on customisation, fabric availability, order volume and courier conditions.

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Where a customer has a specific travel date, event date or deadline, we recommend informing us before placing the order so that feasibility can be checked.

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16. DELIVERY DELAYS

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Once an order has been dispatched, delivery is handled by the selected logistics partner.

Delays caused by:

• Courier networks

• Weather

• Remote-area delivery

• Address issues

• Customer unavailability

• Incorrect contact details

• Customs or duties for international shipments

• Public holidays or unforeseen circumstances

may be outside THROWPILLOW's direct control.

We will, however, assist the customer in following up with the logistics provider where possible.

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17. INTERNATIONAL ORDERS

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For international orders, the customer is responsible for complying with applicable import requirements and paying any applicable customs duties, taxes or other destination-country charges unless expressly stated otherwise at the time of purchase.

International delivery timelines are estimates and may vary due to customs clearance and local courier conditions.

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18. PRODUCT CARE

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Customers are responsible for following the care instructions supplied with the product.

Damage caused by:

• Incorrect washing

• Incorrect drying

• Bleaching

• Harsh chemicals

• Improper ironing

• Alterations

• Improper use

• Normal wear and tear

may not qualify as a manufacturing defect or replacement.

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19. RESOLUTION OF CUSTOMER CONCERNS

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We encourage customers to contact our Customer Care team before initiating a return, exchange or other dispute.

Our team will review the order details, confirmed specifications, photographs, measurements, production records and the nature of the concern before determining the appropriate resolution.

Depending on the circumstances, the resolution may include a replacement, correction, repair, exchange, store credit or another mutually agreed solution.

A refund is not automatically applicable simply because a customer is dissatisfied with a customised product where the product has been produced according to the confirmed order specifications.

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20. GOODWILL RESOLUTIONS

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THROWPILLOW may, at its discretion, offer a solution beyond the standard policy in individual cases.

For example, where a customer is not satisfied with a colour or design but the product has been manufactured according to the confirmed specifications, we may, depending on feasibility:

• Offer an alternative fabric

• Offer a replacement

• Offer a corrected shade

• Provide a special shipping concession

• Offer another mutually agreed solution

Any such resolution is offered as a goodwill gesture and does not constitute a change to the general Return & Exchange Policy.

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21. HOW TO CONTACT US

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For any concern regarding your order, please contact THROWPILLOW Customer Care with your order number and registered contact details.

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Please do not ship any product back without receiving confirmation and return instructions from our team.

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Website: THROWPILLOW

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IMPORTANT NOTE

THROWPILLOW is a design-led, custom-made home-furnishing brand. Our products are individually produced rather than mass-produced in standard factory inventory.

We therefore encourage customers to carefully review measurements, colours, fabrics, designs, coverage and customisation requirements before confirming an order.

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Our objective is always to find a fair and practical resolution when something does not meet expectations, while also protecting the resources and craftsmanship involved in producing customised orders.