Terms of service

Last updated: July 11, 2026

1. About These Terms

Welcome to Thalen.

These Terms of Service govern your access to and use of the Thalen website, online store, products, content, customer-support services and related features.

The Services are operated by:

Ceven Bathworks Private Limited
Trading as Thalen
1915, Sector 82
Mohali, Punjab 140306
India

In these Terms, “Thalen”, “we”, “us” and “our” refer to Ceven Bathworks Private Limited. “You” and “your” refer to the person accessing the Services or placing an order.

Our online store is hosted through Shopify, which provides the ecommerce infrastructure that enables us to offer the Services.

By accessing the website, creating an account or placing an order, you agree to these Terms and the policies incorporated into them, including our:

  • Privacy Policy;

  • Returns, Replacements & Refunds Policy;

  • Shipping or Delivery Policy, where separately published; and

  • any product-specific or promotional terms displayed on the website.

Please read these documents carefully before using the Services or placing an order.

If you do not agree to these Terms, please do not use the Services.

Nothing in these Terms limits any consumer right or remedy that cannot lawfully be excluded or restricted.

2. Eligibility

You must be at least 18 years old and legally capable of entering into a binding contract to place an order through the Services.

If you are under 18, you may use the Services only under the supervision of a parent or lawful guardian, and any purchase must be made by that parent or guardian.

By placing an order on behalf of a company, organisation or another person, you confirm that you have authority to bind that person or organisation to these Terms.

3. Information You Provide

You agree to provide information that is accurate, current and complete when you:

  • place an order;

  • create or use an account;

  • subscribe to communications;

  • contact customer support;

  • submit a review; or

  • otherwise interact with the Services.

You are responsible for ensuring that your:

  • name;

  • email address;

  • telephone number;

  • billing address;

  • delivery address; and

  • payment or order information

are correct before completing an order.

We are not responsible for delivery delays, failed deliveries or other losses caused by inaccurate or incomplete information supplied by you. We will nevertheless make reasonable efforts to assist where an error is reported before dispatch.

4. Customer Accounts

Some features may allow you to create or use a customer account.

You are responsible for:

  • maintaining the confidentiality of your login credentials;

  • restricting unauthorised access to your account or device;

  • ensuring that account information remains accurate; and

  • notifying us promptly if you suspect unauthorised use.

You may not sell, transfer, licence or assign your customer account to another person.

We may suspend or restrict an account where we reasonably believe that:

  • it has been compromised;

  • it is being used fraudulently;

  • false information has been supplied;

  • these Terms have been materially breached; or

  • suspension is necessary to protect customers, Thalen or the Services.

Suspension of an account does not remove any payment obligation or affect a statutory consumer right relating to an existing order.

5. Product Information

We take reasonable care to ensure that product descriptions, photographs, ingredients, quantities, fragrance notes, prices and other information displayed on the website are accurate.

However:

  • colours may appear differently depending on your screen and display settings;

  • packaging or label design may occasionally be updated;

  • photography may include styling props that are not supplied with the product;

  • fragrance perception varies between individuals and may vary when experienced on different skin;

  • minor differences in colour, aroma, texture or consistency may occur between batches, particularly where nature-derived ingredients are used; and

  • dimensions and weights described as approximate may be subject to reasonable manufacturing tolerances.

These minor variations will not necessarily mean that a product is defective.

We will not deliberately substitute a materially different product without your agreement.

If the product received materially differs from the product ordered or from the description applicable when the order was placed, please contact us in accordance with our Returns, Replacements & Refunds Policy.

6. Ingredients, Allergies and Product Suitability

You should review the product description, complete ingredient list, warnings and directions before purchase and use.

Cosmetic and fragrance preferences are personal. We do not guarantee that a particular fragrance, texture or product experience will suit every person.

Although products may be described as suitable for particular skin types, individual sensitivities and reactions can differ.

Before using a product:

  • read the directions and warnings on its packaging;

  • check the ingredient list for known allergies or sensitivities;

  • use the product only for its stated cosmetic purpose; and

  • carry out a patch test where appropriate, particularly if you have sensitive or reactive skin.

Unless expressly stated otherwise on the packaging, Thalen body-care products are intended for external use only.

Avoid contact with the eyes and other sensitive areas. If contact occurs, rinse thoroughly with clean water. Discontinue use if persistent irritation or discomfort occurs and seek appropriate professional advice where necessary.

Keep products out of the reach of children unless the product label expressly states that the product is intended for children.

If you have a diagnosed skin condition, significant allergy, are pregnant, are undergoing medical treatment or are uncertain whether a product is suitable for you, consult an appropriately qualified healthcare professional before use.

7. Cosmetic Information Is Not Medical Advice

Information provided through the website, product pages, journals, social media, customer support or other Thalen communications is provided for general cosmetic and educational purposes.

It is not intended to:

  • diagnose, treat, cure or prevent any disease;

  • replace medical advice;

  • replace diagnosis or treatment by a qualified professional; or

  • make a medical or therapeutic claim unless expressly permitted by applicable law.

Any reference to skin appearance, hydration, cleansing, conditioning, fragrance, softness or similar cosmetic benefits should be understood in a cosmetic context.

Do not delay or disregard professional medical advice because of information appearing on the Services.

8. Orders and Contract Formation

Products displayed on the website constitute an invitation to place an order and not a binding offer by Thalen.

When you submit an order, you make an offer to purchase the selected products at the displayed price and subject to these Terms.

An automated order-confirmation message acknowledges that we have received your order. It does not necessarily mean that the order has been accepted.

An order is ordinarily accepted when:

  • we confirm that it has been processed or dispatched; or

  • we otherwise expressly confirm acceptance.

We may decline or cancel an order before dispatch where reasonably necessary, including where:

  • a product is unavailable;

  • a price or product-description error is identified;

  • payment cannot be authorised or verified;

  • the delivery location cannot be serviced;

  • the order appears fraudulent or unauthorised;

  • unusually large quantities have been ordered for suspected resale;

  • information required to fulfil the order is incomplete; or

  • accepting the order would breach applicable law.

If we cancel a prepaid order, the amount collected for the cancelled products will be refunded to the original payment method, subject to normal payment-provider processing times.

9. Personal Use and Resale

Unless otherwise agreed with us in writing, products sold through the retail website are intended for personal, domestic or gifting use.

You may not purchase products for unauthorised commercial resale, redistribution, relabelling, repackaging or export.

We may contact you for further information, limit quantities or decline an order where the quantity or ordering pattern reasonably indicates unauthorised resale or commercial distribution.

Trade, stockist, corporate-gifting or wholesale enquiries should be submitted separately to Thalen.

10. Prices, Taxes and Additional Charges

Prices displayed on the Indian website are stated in Indian rupees unless another currency is expressly shown.

Unless clearly stated otherwise:

  • displayed retail prices include applicable goods and services tax;

  • delivery charges, where applicable, will be shown before checkout; and

  • any cash-on-delivery, handling or other applicable fee will be disclosed before you confirm the order.

The final amount payable will be displayed at checkout before the order is submitted.

Prices and offers may change from time to time. Changes will not ordinarily affect an order that we have already accepted, except where there has been an obvious pricing or technical error.

If international delivery is offered, customs duties, import taxes and local charges may apply unless the order is expressly described as delivered duty paid. Responsibility for such charges will be disclosed during checkout or in the applicable shipping terms.

11. Promotions and Discount Codes

Promotions, gifts, discount codes and special offers may be subject to separate conditions, including:

  • validity dates;

  • minimum-order values;

  • product exclusions;

  • customer or usage limits;

  • geographic restrictions; and

  • availability.

Unless stated otherwise:

  • promotions cannot be combined;

  • a discount code has no cash value;

  • only one discount code may be used per order;

  • promotions apply only during the stated period;

  • promotional benefits cannot be applied retrospectively; and

  • complimentary products cannot be exchanged for cash.

We may withdraw or correct a promotion where it contains an error or is being misused. This will not affect an order already accepted except where the promotion was obtained through fraud, manipulation or an obvious technical error.

Terms specific to a promotion will prevail over these general Terms to the extent of any direct conflict.

12. Payment

Payment may be processed through Shopify or an independent payment gateway.

Available payment methods will be displayed at checkout and may include:

  • credit or debit cards;

  • UPI;

  • net banking;

  • wallets;

  • cash on delivery; or

  • other supported methods.

By submitting payment information, you confirm that:

  • you are authorised to use the selected payment method;

  • the information provided is accurate;

  • sufficient funds or credit are available; and

  • you authorise the applicable payment provider to process the transaction.

Thalen does not ordinarily receive or store your complete card number, CVV, UPI PIN, online-banking password or one-time password.

Do not disclose such credentials to anyone claiming to represent Thalen. We will never ask you to share your card PIN, CVV, UPI PIN, banking password or one-time password to process a refund.

A payment may be delayed, declined or reversed by the bank, payment provider or fraud-prevention system. Where this occurs, the order may not be accepted until successful payment is confirmed.

13. Cash-on-Delivery Orders

Where cash on delivery is available, we may verify the order through telephone, email, SMS, WhatsApp, one-time password or another reasonable confirmation method.

We may decline or cancel a cash-on-delivery order where:

  • the customer cannot be contacted;

  • the order cannot be verified;

  • the address appears incomplete or invalid;

  • previous orders have repeatedly been refused without explanation; or

  • there is reasonable evidence of fraud or misuse.

Any cash-on-delivery fee will be displayed before checkout.

14. Order Cancellations

You may request cancellation by contacting support@thalen.in within 2 business hours of placing your order.

We will attempt to accommodate the request where the order has not yet been processed or handed to the shipping provider. Cancellation cannot be guaranteed once fulfilment or dispatch has begun.

We do not ordinarily impose a cancellation fee for an order successfully cancelled before dispatch.

Once an order has been dispatched, it cannot ordinarily be cancelled or returned because of a change of mind. Rights relating to damaged, defective, missing or incorrectly supplied products remain unaffected.

Further information is available in our Returns, Replacements & Refunds Policy.

15. Shipping and Delivery

Available shipping methods, charges and estimated delivery periods will be displayed on the website or during checkout.

Delivery periods are estimates and may be affected by:

  • the delivery location;

  • courier capacity;

  • weather;

  • public holidays;

  • regional restrictions;

  • incorrect address information;

  • unsuccessful delivery attempts;

  • regulatory or security checks; or

  • events outside our reasonable control.

We will make reasonable efforts to dispatch and deliver orders within the estimated period but do not guarantee a particular delivery date unless expressly agreed in writing.

We remain responsible for arranging delivery to the address provided in the order, subject to applicable law and the customer’s obligation to provide accurate information and reasonably cooperate with delivery attempts.

An order is treated as delivered when it is delivered to:

  • the address supplied in the order;

  • the customer;

  • a person authorised or reasonably appearing authorised to receive it at that address; or

  • another delivery location specifically authorised by the customer.

Please contact us promptly if tracking records show delivery but the package has not been received.

16. Failed Delivery and Returned Packages

You are responsible for providing a complete and serviceable delivery address and for responding to reasonable courier communications.

If a parcel is returned to us because:

  • the address supplied was incorrect or incomplete;

  • delivery was repeatedly refused;

  • the recipient was unavailable after reasonable attempts; or

  • the customer did not respond to courier communications,

we may contact you to arrange redelivery.

A reasonable additional shipping charge may apply where the failed delivery resulted from information or circumstances within your control. No additional charge will be imposed where the failure was caused by Thalen or the shipping provider.

17. Returns, Replacements and Refunds

Due to the personal and hygienic nature of Thalen products, we do not accept routine change-of-mind returns or exchanges.

Eligible damaged, defective, broken, leaking, missing or incorrect products will be handled in accordance with our Returns, Replacements & Refunds Policy.

That policy explains:

  • the circumstances in which a replacement or refund may be available;

  • the time within which visible delivery damage should be reported;

  • the information required to assess a claim;

  • the replacement process; and

  • the applicable refund method and timeframe.

Nothing in that policy or these Terms limits a remedy that must be provided under applicable consumer law.

18. Website Availability

We aim to keep the Services accurate, secure and available. However, we do not guarantee that:

  • the website will operate without interruption;

  • every feature will always be available;

  • the website will be free from temporary errors;

  • every product will remain continuously in stock; or

  • the Services will be compatible with every device or browser.

We may temporarily restrict or suspend parts of the Services for maintenance, security, updates or operational reasons.

Where reasonably possible, we will seek to minimise disruption.

19. Errors and Corrections

The website may occasionally contain typographical, technical or other inadvertent errors concerning:

  • product descriptions;

  • ingredients;

  • prices;

  • availability;

  • promotions;

  • delivery charges; or

  • estimated delivery periods.

We may correct such information when identified.

Where an error materially affects an order already submitted, we will contact you and provide an appropriate option, which may include:

  • confirming the order using the corrected information;

  • selecting an alternative product; or

  • cancelling the affected product for a refund.

We will not use this provision to retrospectively alter an accepted order merely because a later commercial decision makes it less favourable to us.

20. Intellectual Property

The Services and their content are owned by or licensed to Ceven Bathworks Private Limited and are protected by applicable intellectual-property laws.

Protected content may include:

  • the Thalen name and logo;

  • trademarks and brand elements;

  • product names;

  • fragrance names;

  • packaging and label designs;

  • photographs;

  • videos;

  • graphics;

  • illustrations;

  • written copy;

  • journals and editorial content;

  • website layouts;

  • icons;

  • product descriptions;

  • audio;

  • software; and

  • the selection and arrangement of website content.

You may access and use the Services for personal and non-commercial shopping purposes.

Without our prior written permission, you may not:

  • reproduce or republish substantial website content;

  • commercially use our photographs, copy or videos;

  • create misleading derivative versions of our brand materials;

  • remove copyright, trademark or ownership notices;

  • use our content to market unauthorised or counterfeit goods;

  • scrape or systematically extract product or customer information;

  • use our protected content to train or develop a commercial artificial-intelligence system;

  • imitate the website in a way that creates confusion;

  • register or use a confusingly similar domain, social-media identity or trademark; or

  • suggest that Thalen endorses or is affiliated with you when it does not.

Limited sharing through website-provided social-media tools is permitted, provided that the content is not altered in a misleading manner and Thalen is appropriately identified.

No right or licence is granted except as expressly stated in these Terms.

21. Reviews, Photographs and Other Customer Content

Where the Services allow you to submit a review, photograph, video, comment, suggestion or other content, you retain ownership of your original content.

By submitting it, you grant Thalen a non-exclusive, worldwide, royalty-free licence to host, reproduce, format, display, publish and share the content for:

  • operating the Services;

  • displaying customer reviews;

  • customer support;

  • promoting Thalen and its products; and

  • internal product and service improvement.

This licence continues for as long as reasonably necessary for those purposes, subject to applicable privacy and consumer law.

You confirm that:

  • the content is truthful and based on your genuine experience where presented as a review;

  • you own the content or have permission to submit it;

  • every identifiable person appearing in it has consented to its submission and permitted use;

  • any incentive or complimentary product connected with a review has been disclosed;

  • the content does not infringe another person’s rights;

  • it is not defamatory, abusive, obscene, fraudulent or unlawful; and

  • it does not contain malicious software or confidential information.

We may moderate, decline, remove or restrict content that reasonably appears to breach these requirements. We are not required to publish every submission.

We will not knowingly alter a genuine review in a way that changes its material meaning.

Personal information contained in a submission will be handled in accordance with our Privacy Policy.

22. Prohibited Uses

You may not use the Services:

  • for an unlawful or fraudulent purpose;

  • to impersonate another person;

  • to provide deliberately false information;

  • to make unauthorised purchases;

  • to interfere with website security or operation;

  • to introduce malware, viruses or harmful code;

  • to attempt unauthorised access to an account, system or database;

  • to harass, threaten or abuse customers, employees or service providers;

  • to collect personal information about other users without authority;

  • to send spam or unsolicited commercial messages;

  • to manipulate reviews, promotions, pricing or checkout systems;

  • to make fraudulent replacement, refund or chargeback claims;

  • to purchase counterfeit or unauthorised resale stock;

  • to scrape the Services in a manner that burdens the website or circumvents technical restrictions; or

  • to infringe Thalen’s or another person’s intellectual-property rights.

Reasonable use of ordinary search engines and accessibility technologies is not prohibited.

We may restrict access, cancel an affected transaction or take other proportionate action where these Terms are materially breached.

23. Third-Party Services and Links

The Services may contain links to or integrations with third-party websites and services, including:

  • Shopify;

  • payment gateways;

  • shipping and tracking providers;

  • social-media platforms;

  • analytics providers;

  • review platforms; and

  • communications tools.

Third parties may operate under their own terms and privacy policies.

We do not control independent third-party websites and are not responsible for their content, availability, security or separate commercial practices.

This does not remove any responsibility Thalen has for service providers acting on our behalf or for obligations that cannot be excluded under applicable law.

24. Relationship with Shopify

Shopify provides the ecommerce infrastructure used to host and operate the online store.

Products purchased through the Thalen store are sold by Ceven Bathworks Private Limited, not by Shopify.

Thalen is responsible for:

  • product descriptions;

  • pricing;

  • order acceptance;

  • fulfilment;

  • customer support;

  • returns, replacements and refunds; and

  • compliance relating to the products sold by Thalen.

Shopify and its service providers may process information and provide checkout, payment, security, fraud-prevention and other platform functionality in accordance with their applicable terms and privacy policies.

Our Privacy Policy contains further information about how Thalen and Shopify process personal information.

25. Privacy

We collect, use, disclose and protect personal information in accordance with our Privacy Policy.

The Privacy Policy explains:

  • what information we collect;

  • why we use it;

  • the service providers with whom it may be disclosed;

  • how cookies and advertising technologies may operate;

  • how long information may be retained; and

  • how you may exercise applicable privacy rights.

Marketing consent is separate from acceptance of these Terms. You may opt out of promotional communications without affecting essential order, delivery, account or customer-support communications.

26. Electronic Communications

By placing an order or contacting us electronically, you agree that we may send necessary communications relating to:

  • order confirmation;

  • payment;

  • verification;

  • dispatch;

  • delivery;

  • cancellation;

  • returns or replacement;

  • account security;

  • product safety; and

  • customer support

through email, SMS, WhatsApp, telephone or other contact details supplied by you.

These transactional communications are not promotional marketing.

Electronic records, confirmations and notices may be used to document transactions to the extent permitted by applicable law.

27. Disclaimer Relating to the Website

To the extent permitted by law, the website and its technical features are provided on an “as available” basis.

We do not promise that the website will always be uninterrupted, entirely error-free or immune from every security threat.

This technical disclaimer does not:

  • alter a product description forming part of an accepted order;

  • exclude responsibility for a defective product;

  • remove an express commitment made by Thalen;

  • exclude liability for fraud or wilful misconduct; or

  • limit a statutory consumer right.

28. Limitation of Liability

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability for:

  • fraud or fraudulent misrepresentation;

  • wilful misconduct;

  • death or personal injury caused by negligence;

  • defective or unsafe products where liability applies under law;

  • breach of mandatory consumer rights; or

  • any other liability that applicable law prohibits us from limiting.

Subject to the above, Thalen will not be liable for an indirect, incidental or consequential commercial loss that was not reasonably foreseeable when the relevant order was placed.

Where the law permits liability to be limited, our aggregate liability arising directly from an affected order will ordinarily not exceed the amount paid for that order.

This limitation does not prevent you from seeking a replacement, refund, compensation or another remedy available under applicable law.

29. Your Responsibility for Misuse

You will be responsible for reasonable losses or third-party claims directly resulting from:

  • your unlawful use of the Services;

  • your deliberate infringement of another person’s intellectual-property rights through submitted content;

  • fraudulent conduct;

  • malicious interference with the Services; or

  • a material breach of these Terms.

You will not be responsible for losses caused by Thalen’s negligence, breach, defective products or failure to comply with applicable law.

30. Events Outside Our Reasonable Control

We will not be responsible for delay or failure caused by circumstances outside our reasonable control, including:

  • natural disasters;

  • floods or extreme weather;

  • epidemics or public-health restrictions;

  • war, civil disturbance or terrorism;

  • government restrictions;

  • transport shutdowns;

  • widespread courier disruption;

  • power or telecommunications failure;

  • cyberattacks not reasonably preventable through appropriate safeguards;

  • labour disruption; or

  • similar events.

We will take reasonable steps to reduce the effect of such an event and resume performance when reasonably possible.

If an accepted prepaid order cannot be fulfilled within a reasonable period because of such an event, we may cancel the affected order and issue an appropriate refund.

31. Suspension and Termination

You may stop using the Services at any time.

We may suspend or terminate access to all or part of the Services where reasonably necessary because of:

  • a material breach of these Terms;

  • unlawful or fraudulent activity;

  • security concerns;

  • misuse affecting other customers;

  • a legal or regulatory requirement; or

  • discontinuation of a website feature.

Termination or suspension does not affect:

  • rights and obligations arising before termination;

  • an accepted order;

  • outstanding payment obligations;

  • statutory consumer rights; or

  • provisions that by their nature should continue, including intellectual property, liability, dispute and governing-law provisions.

32. Changes to the Services

We may:

  • introduce or remove website features;

  • update product ranges;

  • change available payment or delivery methods;

  • discontinue products; or

  • modify the website’s design and functionality.

These changes will not remove rights relating to an order already accepted.

33. Changes to These Terms

We may update these Terms to reflect:

  • changes in the Services;

  • operational or security changes;

  • new payment or fulfilment methods;

  • changes in law; or

  • improvements to clarity.

The revised Terms will be posted on the website with an updated “Last updated” date.

Unless required by law, revised Terms will not retrospectively alter the material terms of an order already accepted.

Where a change materially affects your rights concerning an ongoing account or service, we will provide additional notice where reasonably appropriate or legally required.

34. Relationship Between These Terms and Other Policies

These Terms incorporate the policies expressly referenced in them.

If there is a direct conflict:

  • product-specific terms govern the relevant product;

  • promotion-specific terms govern the relevant promotion;

  • the Returns, Replacements & Refunds Policy governs an eligible return, replacement or refund;

  • the Privacy Policy governs the collection and processing of personal information; and

  • mandatory applicable law prevails over all website terms.

35. Severability

If any provision of these Terms is held to be unlawful, invalid or unenforceable, it will be interpreted or limited to the minimum extent necessary.

The remaining provisions will continue in effect.

36. No Waiver

If we do not immediately enforce a provision of these Terms, that does not mean that we have waived the right to enforce it later.

A waiver will be effective only to the extent expressly given.

37. Assignment

You may not transfer your rights or obligations under these Terms to another person without our written consent.

We may transfer our rights and obligations in connection with a genuine merger, restructuring, financing, sale of business or transfer of the Thalen business, provided that this does not reduce your mandatory consumer rights.

38. Entire Agreement

These Terms and the policies incorporated into them constitute the agreement between you and Thalen concerning use of the Services and orders placed through the website.

They replace earlier versions of the website terms concerning the same subject matter.

Nothing in this section excludes a representation or commitment that cannot legally be excluded.

39. Governing Law and Jurisdiction

These Terms and transactions with Thalen are governed by the laws of India.

Nothing in these Terms prevents a consumer from approaching a consumer commission, regulator, court or other authority having jurisdiction under applicable law.

For disputes that are not subject to a mandatory consumer or statutory jurisdiction, the competent courts at Sahibzada Ajit Singh Nagar, Punjab, will have jurisdiction.

Before initiating formal proceedings, you are encouraged to contact us so that we have a reasonable opportunity to resolve the concern.

40. Customer Complaints and Grievances

Questions, order concerns and complaints may be sent to:

Customer Care
Email: support@thalen.in
Telephone: +91 86999 84439

For a formal consumer grievance, contact:

Grievance Officer: RK Wadhwa
Designation: Grievance Officer
Email: support@thalen.in
Telephone: +91 86999 84439
Address: 1915, Sector 82, Mohali, Punjab 140306, India

Please include:

  • your name and contact details;

  • order number, where applicable;

  • a description of the concern;

  • supporting photographs or documents, where relevant; and

  • the resolution requested.

We aim to acknowledge receipt of a consumer grievance within 48 hours and resolve it within one month from receipt, subject to the nature and complexity of the matter and applicable law.

This grievance process does not restrict your right to approach the National Consumer Helpline, a consumer commission or another competent authority.

41. Contact Information

These Services are operated by:

Ceven Bathworks Private Limited
Trading as Thalen

1915, Sector 82
Mohali, Punjab 140306
India

Website: www.thalen.in
Email: support@thalen.in
Telephone: +91 86999 84439
CIN: U20234PB2025PTC066214 
Grievance Officer: RK Wadhwa