Refund policy

Returns & Refunds

We stand behind every TIY® product and want you to love what you receive. If something isn't right, we're here to help.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us at hello@tiyproducts.com within 14 days of delivery so we can review the issue promptly.

To help us review your request, please include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the product, packaging, and packing slip

All claims are subject to review and verification. TIY may request additional information or require the original product to be returned before approving a resolution.

Once reviewed, we'll work with you to determine the appropriate resolution, which may include a replacement or refund.

Damage resulting from normal wear and tear, misuse, improper care, or product alterations is not considered a manufacturing defect.

For verified issues caused by TIY, no processing fees or shipping charges for required returns or replacements will apply.

The 14-day reporting request does not limit any rights you may have under applicable consumer protection or warranty laws.

Change of Mind Returns

Changed your mind? No problem. We accept return requests within 30 days of delivery, provided the item meets our hygiene and product condition requirements outlined below.

  • A $5 processing fee per approved return request will be deducted from your refund, regardless of the number of items included.

  • Customers are responsible for arranging and paying for return shipping.

  • Prepaid return shipping labels are not provided.

  • Original shipping charges are non-refundable.

Approved returns must be shipped back within 7 calendar days of receiving return authorization.

Exchanges

We're happy to accept exchange requests within 30 days of delivery, provided the item meets our hygiene and product condition requirements.

  • A $5 processing fee per approved exchange request applies, regardless of the number of items included.

  • Customers are responsible for shipping the original item back to TIY.

  • Customers are also responsible for shipping costs for the new item.

  • Prepaid return shipping labels are not provided.

  • Exchanges are subject to product availability.

If the new item costs more, the customer is responsible for paying the price difference. If the new item costs less, any remaining balance will be refunded to the original payment method after applicable processing and shipping fees. Price differences are calculated using the actual purchase price, including any discounts.

Approved exchange items must be shipped back within 7 calendar days of receiving authorization.

Exchange items will not be shipped until the original product has been received, inspected, and approved, and all applicable fees and balances have been paid.

Email hello@tiyproducts.com to get started.

Hygiene & Product Condition

For hygiene and sanitary reasons, TIY products must be returned in their original, unopened, unused, and unaltered condition to qualify for a standard return or exchange.

Products are not eligible for standard return or exchange if:

  • Original product packaging or seals have been opened, ripped, damaged, or tampered with.

  • The product has been worn, used, tested, or removed from its original packaging.

  • The product has been cut, stretched, tied, modified, or altered in any way.

  • Any original packaging, components, or accessories are missing.

Opening the outer shipping box or mailer does not affect return eligibility, provided the product itself and its original packaging remain unopened and intact.

All returns and exchanges are subject to inspection upon receipt.

If a returned item does not meet our eligibility requirements, we will notify you. No standard refund or exchange will be issued, and customers may arrange to have the item shipped back at their expense.

These restrictions do not limit remedies available for damaged, defective, or incorrect merchandise under applicable law.

Bundles, Gift Sets & Promotional Purchases

Products purchased as part of a bundle, gift set, or promotional offer must be returned with all original items, packaging, and components intact.

  • Partial returns of bundles or gift sets may not be accepted.

  • All items must meet our hygiene and product condition requirements.

  • Any approved partial refund will reflect the actual discounted purchase price allocated to the returned items, not their regular retail price.

  • Standard processing fees and return shipping requirements apply.

Non-Returnable Items

The following items are not eligible for standard returns or exchanges:

  • Customized or personalized products

  • Items marked as "Final Sale" at the time of purchase

  • Items returned outside the applicable return window or authorization period

  • Items that do not meet our hygiene and product condition requirements

These exclusions do not affect any rights or remedies required by applicable law.

How to Initiate a Return or Exchange

Email us at hello@tiyproducts.com with your order number and reason for the return or exchange.

We'll respond within 3 business days with return authorization and instructions.

For standard returns and exchanges, customers are responsible for arranging and paying for return shipping. For exchanges, customers must also pay the shipping cost for the new item and any applicable price difference before it is shipped.

We recommend using a trackable shipping service. TIY is not responsible for standard return packages lost or damaged in transit before reaching our facility.

Returns sent without prior authorization may not be accepted.

Refund Processing

Once your return has been received, inspected, and approved, TIY will issue your refund to the original payment method within 5–7 business days, minus the applicable $5 processing fee.

Original shipping charges are non-refundable for standard returns. The processing fee does not apply to verified damaged, defective, or incorrect orders.

Additional processing time may be required by your bank or payment provider before the credit appears in your account.

If your original payment method is no longer active, please contact us for assistance.

Late or Missing Refunds

If your refund has not appeared within 7 business days after receiving your refund confirmation, please check with your bank or card issuer first, as processing times may vary.

If you still have concerns, contact us at hello@tiyproducts.com and we'll be happy to help.