Return & Exchange Policy

Tilting Heads | Tervigon Collective Private Limited
Last Updated: July 2026

1. Scope & Applicability

This Return & Exchange Policy (“Policy”) governs the terms and conditions under which customers of Tilting Heads, operated by Tervigon Collective Private Limited (“Company”, “we”, “us”, or “our”), may seek a return, exchange, or refund in respect of products purchased through our website www.tiltingheads.com. By placing an order on our platform, the customer (“you”) agrees to be bound by the terms of this Policy.

2. Eligibility for Return

A return request shall be considered eligible solely under the following circumstances:

  • The product delivered is damaged, defective, or materially different from the product ordered; and

  • The return request is raised within 48 hours of the date and time of delivery; and

  • The product is unused, unopened, and in its original packaging with all tags, labels, and accessories intact; and

  • Valid proof of purchase (order confirmation or invoice) is provided at the time of raising the request.

Return requests that do not satisfy all of the above conditions shall not be eligible for processing.

3. Non-Returnable Items

The following categories of products shall not be eligible for return or exchange under any circumstances:

  • Products that are not damaged, defective, or incorrectly delivered

  • Products that have been used, opened, or tampered with in any manner

  • Personal care and hygiene products

  • Gift cards and vouchers

  • Products purchased during sale, clearance, or promotional events marked as final sale

4. Return Process

To initiate a return, customers are required to submit a request through our Return & Exchange Portal

Alternatively, you may write to us at woof@tiltingheads.com with the following information:

  • Order number

  • Description of the issue (damaged, defective, or incorrect item)

  • Clear photographic and/or video evidence of the product condition

All return requests are subject to review and approval by the Company. Upon approval, further instructions regarding the return shipment shall be communicated to the customer via email. No return shipment shall be accepted without prior written confirmation from the Company.

5. Exchange Policy

5.1 First Exchange
The first exchange on an eligible order shall be provided at no additional cost to the customer, subject to product availability and the eligibility criteria set out in Clause 2 above.

5.2 Subsequent Exchanges
Any exchange request beyond the first exchange on the same order shall be chargeable. Applicable shipping charges for subsequent exchanges shall be borne solely by the customer and shall be communicated at the time of the exchange request.

5.3 Orders Previously Exchanged
Orders that have already been exchanged once shall not be eligible for a refund. In such cases, a store credit equivalent to the order value shall be issued to the customer, redeemable on future purchases on www.tiltingheads.com.

To initiate an exchange, please visit our Returns & Exchange Portal

6. Reporting of Damaged or Defective Items

In the event that a product is received in a damaged or defective condition, the customer must report the issue within 48 hours of delivery through our Returns & Exchange Portal or by writing to woof@tiltingheads.com with supporting photographic and/or video evidence.

Upon verification of the claim, the Company shall, at its sole discretion, arrange for:

  • A replacement product to be dispatched within 7–10 business days from the date of approval; or

  • A refund to be processed within 10–15 business days from the date of approval

Claims raised beyond the 48-hour window shall not be eligible for resolution, and the Company reserves the right to reject such claims without further liability.

7. Refund Process

Approved refunds shall be credited to the original payment method used at the time of purchase within 10 business days from the date of refund approval. The actual credit timeline may vary depending on the policies of the customer’s bank or payment service provider.

In the event that a refund has not been received within 15 business days of approval, the customer is requested to contact us at woof@tiltingheads.com or +91 98188 56823 for further assistance.

8. Contact Us

For all return and exchange related queries, please reach out to us at:

Tilting Heads – Customer Support
📧 woof@tiltingheads.com
📞 +91 98188 56823
🕐 Monday to Saturday, 10:00 AM – 6:00 PM IST