At Thomas Goode, we take every measure to deliver luxury tableware and home décor in perfect condition. To maintain fairness and transparency, please review our exchange and return policy: 

 

1. Product Verification

·      In-Store Purchases:
• Products will be shown to the customer before packing and again at the time of packing for confirmation.
• Once accepted and taken out of the store, exchanges are only permitted as per the conditions below.

·      Online Orders:
• Direct Purchases (from Thomas Goode):
• Each product is video recorded during packing to confirm its condition before dispatch.
• This recording is retained as official proof and may be shared with the customer if required.

·      Marketplace Purchases (via third-party platforms):
• Purchases made through marketplaces cannot be exchanged or returned at Thomas Goode stores.
• All such requests must be raised directly with the respective marketplace (place of purchase) as per their policies.

 

2. Video Proof Requirement (Online Orders Only – Direct Purchases)

At Packaging (Thomas Goode’s Responsibility): All direct online orders are packed under video surveillance with visible order details and timestamps.

At Delivery/Unboxing (Customer’s Responsibility):
• Customers must record a continuous unboxing video starting from the sealed outer package.
• The video must clearly show the original packing layers (e.g., shipping box, bubble wrap, wrapping sheet, or protective covers) being removed until the product is fully revealed.
• The product must be shown in full detail in the same video without cuts or pauses.
• Claims without unboxing video proof cannot be accepted.

Note: Marketplace orders follow the proof and claim policies of the respective marketplace.

 

3. Exchange Window & Timelines

Customers may request an exchange within 15 days of purchase/delivery (whichever is later).

For online orders, customers must raise any concerns regarding defects, damages, or missing items within 48 hours of delivery, supported by an unboxing video as described above. 

Exchange is permitted only if:
• The product is unused and in its original packaging (intact and not damaged).
• An Exchange Card, Invoice, or Order ID is provided at the time of exchange.
• Gift Orders: If the order is a gift, the customer must inform us at the time of purchase. An Exchange Card with invoice number and date will be issued.
• If the Exchange Card is not available, the customer must provide at least one of the following for validation: Invoice Number, Order ID, or Purchaser’s Name so the order can be traced.
• Manufacturing defects, if any, will be honored with an exchange or replacement subject to verification.

Note: Marketplace orders cannot be exchanged at Thomas Goode stores. Requests must be handled through the marketplace platform.

 

4. Exchange & Store Credit (Direct Purchases Only)

If approved, the resolution will be:
• Replacement: Same product provided (subject to availability).
• Exchange: With another product of equal value or higher value (in which case the price difference must be paid).
• Store Credit: If neither replacement nor exchange is possible, a store credit note equal to the purchase value will be issued.

Important:
• No cash or bank refunds will be issued.
• Store credit will be valid for 6 months and redeemable only at Thomas Goode.
• Marketplace purchases are excluded from the store credit facility.

 

5. Non-Eligible Cases

• Claims without unboxing video proof (for direct online orders).
• Unboxing videos not showing sealed packaging and original protective layers.
• Requests made after 48 hours for reporting online order issues or after 15 days for exchanges.
• Products damaged due to improper handling, negligence, or misuse after delivery.
• Accessories, clearance, sale items, or custom orders (marked non-returnable/non-exchangeable).
• Products that have been used, washed, or altered.
• Normal wear and tear or natural variations due to the handcrafted nature of products.