Refund policy

Last updated: July 11, 2026

At Thalen, every order is carefully inspected and packed before dispatch. If your order nevertheless reaches you damaged, defective or incorrect, we will make it right.

This policy applies to purchases made directly through the Thalen website operated by Ceven Bathworks Private Limited.

1. Change-of-Mind Returns and Exchanges

Due to the personal and hygienic nature of our products, we do not accept returns or exchanges where:

you have changed your mind;
you no longer want the product;
you ordered the incorrect product or quantity;
you do not prefer the fragrance, texture, colour or feel of the product;
the product does not match your personal fragrance preference;
the product has been opened, used or tested; or
the product was purchased during a promotion or as part of a set and there is no defect or fulfilment error.

This restriction helps us ensure that every product supplied to a customer is unused, uncompromised and handled in accordance with appropriate hygiene standards.

Please review the product description, fragrance notes, ingredients and order details carefully before completing your purchase.

Nothing in this policy limits any rights available to you under applicable consumer law in relation to defective, unsafe, incorrectly described or incorrectly supplied products.

2. Damaged, Defective or Broken Products

We will arrange a replacement if a product reaches you:

broken or physically damaged;
leaking beyond minor residue caused during transit;
with a defective or non-functional pump, cap or closure;
materially different from the product ordered;
missing from the delivered package; or
otherwise affected by a manufacturing or fulfilment defect.

Please report the issue within 48 hours of delivery by emailing support@thalen.in.

Your email should include:

your full name;
order number;
name of the affected product;
a brief description of the issue;
clear photographs or a short video showing the product and the issue;
a photograph of the shipping label; and
photographs of the external and internal packaging where transit damage is involved.

An unboxing video is helpful where available, but it is not mandatory for submitting a claim.

Please retain the product, shipping carton, protective packaging and invoice until we confirm that the claim has been resolved. Do not dispose of or return the product unless instructed by our customer-care team.

3. Incorrect or Missing Products

If you receive a product different from the product shown in your order confirmation, or an item is missing from your package, please email support@thalen.in within 48 hours of delivery.

Once the issue has been verified, we will arrange for the correct or missing product to be sent at no additional charge.

Where an incorrect product was delivered, we may arrange a reverse pickup. The product should be kept unused, with its original labels, packaging and accessories intact.

4. Replacement Process

After receiving the necessary order information and supporting photographs or video, our team will review the claim.

Once the claim has been approved, we aim to dispatch the replacement within 36–48 business hours, subject to:

availability of the replacement product;
courier operations;
public holidays;
events outside our reasonable control; and
receipt of any information reasonably required to process the claim.

There will be no additional product or shipping charge for an approved replacement arising from damage, defect, breakage, leakage, an incorrect item or a missing item.

The replacement will ordinarily be sent to the delivery address provided in the original order. Please notify us before approval if the address needs to be corrected.

Dispatch refers to handing the replacement package to the shipping provider. The actual delivery time will depend on the destination and courier network.

5. When a Replacement Is Unavailable

Our first remedy for an eligible damaged, defective or incorrect product will ordinarily be a replacement.

If the same product is unavailable, we may offer you the choice of:

waiting for the product to become available;
selecting another product of an equivalent value;
receiving a credit for the affected amount, where you agree to this option; or
receiving a refund for the affected product.

We will not require you to accept store credit instead of a monetary refund where a refund is otherwise required under applicable law.

6. Refunds

Refunds may be approved where:

an eligible replacement cannot be provided;
an order is cancelled by Thalen;
a prepaid order cannot be fulfilled;
you have been charged more than once for the same transaction;
the wrong product cannot reasonably be replaced; or
a refund is otherwise required under applicable law.

Once approved, refunds will be initiated to the original payment method wherever possible.

For prepaid orders, the time taken for the amount to appear in your account depends on the bank, card issuer, UPI provider or payment gateway. Refunds generally become visible within 5–10 business days after initiation, although some providers may take longer.

For cash-on-delivery orders, an approved refund may be processed through bank transfer or UPI. We may request the necessary account or UPI details through an authorised Thalen communication channel. We will never ask for your card PIN, CVV, UPI PIN, online-banking password or one-time password.

Any refund will be limited to the amount actually paid for the affected product and any applicable shipping charge that is required to be refunded. Promotional discounts will be taken into account when calculating the refundable amount.

7. Order Cancellations

You may request an order cancellation by emailing support@thalen.in within 2 business hours of placing the order.

We will attempt to cancel the order if it has not yet been processed or handed over to the shipping provider. Cancellation cannot be guaranteed after fulfilment has begun.

If a prepaid order is successfully cancelled before dispatch, the amount paid will be refunded to the original payment method.

Once an order has been dispatched, it cannot ordinarily be cancelled or returned because of a change of mind. Your rights in relation to a damaged, defective, missing or incorrectly supplied product will continue to apply.

8. Product Variations and Personal Preferences

Small variations in colour, consistency or fragrance may occur between batches, particularly where a formulation contains nature-derived ingredients. Such minor variations do not necessarily indicate that a product is defective, provided that the product remains within its approved quality specifications.

The following will not ordinarily qualify as a defect:

personal dislike of a fragrance;
a fragrance smelling different on your skin;
personal preference regarding texture or consistency;
expected variations arising from nature-derived ingredients; or
damage limited to the external shipping box where the product and its retail packaging remain intact and usable.

Each person’s skin and fragrance experience is different. A personal sensitivity or allergic response does not by itself establish that a product is defective.

If you experience irritation or discomfort, discontinue use and seek appropriate medical advice where necessary. You may also contact us with the product name, batch information and details of your experience so that our team can record and review the matter. This does not affect any rights you may have where a product is defective, contaminated, unsafe or incorrectly labelled.

9. Claims That May Not Be Approved

We may be unable to approve a replacement or refund where:

the request relates only to a change of mind or personal preference;
the issue is reported after an unreasonable delay without an explanation;
sufficient information to verify the issue is not provided;
the product has been damaged through misuse, improper handling or storage after delivery;
the product was purchased from an unauthorised third-party seller;
the product has been substantially used before the issue was reported, unless the defect could reasonably only have been discovered through use;
the batch number, order details or other relevant information has been altered or removed; or
there is evidence of fraudulent, misleading or abusive activity.

We will assess each claim fairly and in light of its particular circumstances. The 48-hour reporting period is intended to help us investigate transit and fulfilment issues and does not exclude rights that cannot lawfully be limited.

10. Purchases from Other Sellers

This policy applies only to orders placed directly on the official Thalen website.

Products purchased through another retailer, marketplace, distributor or stockist are subject to that seller’s return and refund process. Please contact the original seller using the invoice or order confirmation issued by them.

For a suspected product-quality or safety concern, you may still contact Thalen so that the matter can be appropriately reviewed.

11. Promotional Sets and Gifts

Where an approved refund applies to a set, bundle or promotional purchase, the refund will be calculated using the amount actually paid after discounts.

If a complimentary gift was supplied because the order met a minimum purchase value and the refund causes the retained order value to fall below that threshold, we may request that the unused complimentary gift be returned or deduct its stated value from the refund, where permitted by law.

This provision does not apply where the entire order is being refunded because of an error attributable to Thalen.