Refund policy

Effective Date: 8th March 2026

At The White Tigr, every piece of clothing is designed to make you feel confident, comfortable, and ready to wear your style your way. However, sometimes things don’t work out exactly as expected — maybe the size isn’t right, or a product arrives with an issue. That’s why this Refund & Exchange Policy exists: to keep the process clear, fair, and simple for everyone.

This policy is created in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, along with other applicable consumer laws in India. It outlines how returns, exchanges, and credit-based refunds are handled for purchases made through thewhitetigr.com.

The goal is simple provide transparency, maintain customer trust, and ensure a smooth experience whenever a post-purchase concern comes up.

WHEREAS

The White Tigr (the “Company”) believes that great customer experiences don’t stop at checkout. Every purchase deserves reliable support, especially when it comes to exchanges, returns, or refund requests.

Indian consumer laws require e-commerce businesses to provide clear procedures for handling defective products, incorrect deliveries, or other valid concerns. To follow these legal standards and keep the process straightforward, The White Tigr has created this Refund & Exchange Policy.

This policy explains:

  • When a product qualifies for an exchange or refund

  • How customers can request a return or exchange

  • How credit notes or promo codes are issued instead of cash refunds

  • The responsibilities of both the customer and the company

By placing an order on thewhitetigr.com, customers agree to the terms mentioned in this policy.

1. DEFINITIONS AND INTERPRETATION

1.1 Definitions

To keep everything clear, the following terms are used throughout this policy:

  • Act

Refers to the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, including any amendments or updates.

  • Company

Refers to The White Tigr, the clothing brand operating through thewhitetigr.com.

  • Customer

Any individual who purchases products from the official website or authorised digital platforms of The White Tigr.

  • “Product” or “Products”

Includes all clothing items, apparel, and merchandise sold through the website.

  • Exchange

The process where a customer returns an eligible product and receives either:

  • a replacement product (such as a different size), or

  • a credit note/promo code of equal value.

  • Credit Note / Promo Code

A one-time, non-transferable code issued instead of a monetary refund. It can be used for future purchases on thewhitetigr.com.

  • Return Request

A request raised by the customer within the allowed timeline asking for an exchange or refund.

  • Eligible Product

A product that meets all required conditions for exchange or refund under this policy.

  • Non-Returnable Product

Products that cannot be returned due to hygiene reasons, customisation, or special sale conditions.

  • Reverse Shipping

The process of sending the product back to The White Tigr after an exchange or return request has been approved.

1.2 Interpretation

Section titles in this policy are only used for easier reading and do not affect the meaning of the clauses.

Words used in singular form also include the plural unless the context suggests otherwise. Similarly, references to gender include all genders.

Any updates or amendments made to this policy will automatically become part of this document once published on the website.

2. PURPOSE OF THIS POLICY

The purpose of this Refund & Exchange Policy is to create a clear system for handling post-purchase concerns while keeping the process transparent for customers.

Shopping online for clothing sometimes involves uncertainty around size, fit, or minor product issues. This policy ensures that customers know exactly what to do if they receive a product that needs to be exchanged or returned.

The White Tigr follows a credit-based refund system. This means that approved returns do not result in direct cash refunds. Instead, customers receive a credit note or promo code that can be used for future purchases.

This approach helps the brand maintain operational efficiency while still ensuring customers receive the value of their purchase.

The policy also protects the company from misuse by clearly outlining:

  • The timeline for raising exchange requests

  • acceptable product conditions

  • the inspection process

  • limits on refunds and exchanges

3. ORDER PROCESSING TIMELINE

All orders placed on thewhitetigr.com go through a processing stage before shipping. Order processing usually takes 24 to 48 working hours after payment confirmation. This includes:

  • order verification

  • packaging

  • preparing the shipment for dispatch

Processing time does not include delivery duration, which depends on the shipping partner and customer location.

If any unexpected delay occurs before dispatch, customers will be notified through email or other registered contact details.

4. ELIGIBILITY FOR EXCHANGE

Customers may request an exchange if the purchased product meets the eligibility conditions listed below.

Product Condition

To qualify for exchange, the product must be:

  • unused and unworn

  • unwashed and undamaged

  • returned with original tags attached

  • in its original packaging

Products that fail to meet these conditions may be rejected during inspection.

Acceptable Reasons for Exchange

An exchange request may be accepted in the following situations:

  • Size mismatch within the same product

  • Defective or damaged product received

  • Incorrect product delivered

  • Change of mind only if the product page specifically allows it

Timeframe for Exchange Requests

Customers must raise an exchange request within 7 days of delivery.

Requests made after this period may not be accepted.

Required Documentation

Customers may be asked to provide:

  • photos of the product

  • packaging images

  • order invoice

  • Unboxing video in case of damaged products

Providing these details helps verify claims and speed up the exchange process.

5. NON-ELIGIBILITY FOR EXCHANGE

While The White Tigr aims to keep things flexible and customer-friendly, some situations do not qualify for exchange.

An exchange request may be rejected if:

  • The product has been used, worn, or washed

  • If the tag is removed, the product cannot be exchanged or returned.

  • The request is raised after the allowed timeline

  • The product was damaged by the customer

  • The product was purchased under clearance or final sale offers

Products returned in violation of these conditions may be sent back to the customer without issuing a credit note.

6. WRONG ITEM OR DEFECTIVE PRODUCT

In rare situations where the wrong product is delivered, customers should contact support within 48 hours of delivery.

The request should include:

  • clear photos of the received item

  • images of packaging and invoice

  • order ID details

After verification, the White Tigr will arrange the exchange or provide a credit note at no additional cost.

7. EXCHANGE PROCESS – STEP BY STEP

The White Tigr has designed a simple process for customers who want to exchange a product.

Step 1: Initiate the Request

Customers must email the support team with the subject line:

“Exchange Request – Order ID”

The email should include:

  • reason for exchange

  • product photos

  • invoice copy

Step 2: Request Review

The request is reviewed within 2 business days. Customers will receive confirmation regarding approval or rejection.

Step 3: Return the Product

Once approved, the customer will receive instructions for returning the product.

The return package must include:

  • unused product

  • original packaging

  • invoice copy

Step 4: Product Inspection

After the returned product reaches the warehouse, it goes through a quality inspection, which may take up to 3 business days.

Step 5: Credit Note Issuance

If the product passes inspection, a promo code or credit note equal to the product value will be issued.

The entire exchange process usually takes 7 to 10 working days.

8. CREDIT NOTE / PROMO CODE POLICY

The White Tigr follows a non-cash refund system. Instead of cash refunds or bank transfers, approved returns result in a credit note or promo code.

Key Terms

  • The credit note equals the value of the returned product

  • Shipping charges are not included in the refund value

  • The promo code is non-transferable

  • It can only be used on thewhitetigr.com

Validity

Credit notes are valid for 90 days from the date of issuance. Customers must use the promo code within this period.

Usage Rules

  • The code must be applied during checkout

  • It cannot be exchanged for cash

  • Unused balance will not carry forward

If the new order value is higher than the credit note amount, the customer must pay the remaining balance.

9. CUSTOMER RESPONSIBILITIES

To ensure a smooth exchange process, customers must follow certain responsibilities.

Products returned for exchange must:

  • be unused and unwashed

  • have original tags attached

  • include all packaging materials

  • be packed securely for shipping

Customers may also be asked to provide an unboxing video to verify damage claims. Shipping charges paid during the original purchase are non-refundable, as they cover third-party logistics services.

10. GRIEVANCE REDRESSAL

Customer satisfaction matters, and any concerns related to exchanges or refunds can be addressed through the grievance process. Customers may contact the Grievance Redressal Officer (GRO) with details of their concern.

Required details include:

  • full name

  • order ID

  • description of the issue

  • relevant screenshots or images

The company aims to acknowledge complaints within 48 hours and resolve them within 15 days, in accordance with Indian e-commerce regulations.

11. GOVERNING LAW AND JURISDICTION

This policy is governed by the laws of India. Any disputes related to refunds, exchanges, or purchases made through thewhitetigr.com shall fall under the jurisdiction of the appropriate courts in India.

12. POLICY UPDATES

The White Tigr may update or modify this Refund & Exchange Policy at any time to reflect changes in operations, legal requirements, or customer service practices.

Any updates will be posted on thewhitetigr.com, and the revised policy will take effect immediately once published. Customers are encouraged to review the policy periodically to stay informed.

This Refund & Exchange Policy applies to all purchases made on thewhitetigr.com and remains effective until further updates are made by The White Tigr.