RETURN AND REFUND POLICY

tihanke is committed to ensuring you are satisfied with your purchase. However, please review the following policies regarding returns, exchanges, and refunds carefully.

1. Return & Exchange Eligibility

Because many of our items are custom-made, personalized, or printed on demand, we generally cannot accept returns or exchanges unless the item arrives damaged, defective, or significantly different from your order (e.g., wrong color, wrong size, or visible print defects).

To be eligible for a return or exchange under these conditions, your item must be:

Defective or Incorrect: The item has a visible defect, damage, or matches the “significant difference” criteria.
Unused: It must be in the same condition that you received it.
Original Packaging: It must be returned in its original packaging.
Proof of Purchase: You must provide a receipt or order number.

Important Note on Cancellations:
Once a purchase is made, your order immediately enters our production workflow to ensure efficient packing and minimal errors. Therefore, we cannot accept amendments or cancellations once an order has been placed.

2. Validity Period

All requests for returns or exchanges must be submitted within 30 days of receiving your item. After this 30-day period, we are unable to process any claims, and the right to return is considered forfeited.

3. Special Policy for Sneaker Orders

We understand the importance of accuracy and condition for footwear. If your sneaker order arrives with visible defects or does not match the description (incorrect size, wrong model, or wrong color):

Please take clear, high-quality photos of the issue.
Email them to our support team immediately.

We will offer you two options:

A 100% full refund, or
A free replacement pair (subject to availability).

4. How to Initiate a Return or Exchange

If your item meets the eligibility criteria above, please follow this procedure to process your claim:

Step 1: Contact Support
Contact our Customer Service team within 30 days of receipt. We prioritize email communication for faster processing.

Email: [email protected]
Phone: 84778535013
Required Info: Please provide your (1) Order Number and (2) Reason for return.

Our typical email response time is within 4 hours. If you do not receive an immediate reply, please know we have received your message and will respond as soon as possible.

Step 2: Prepare Your Package
Once your claim is reviewed, you will receive a Return Form (including a Return Code) via email.

Complete the form and include it inside your package.
Pack the item securely in its original packaging with all accessories.
Affix the shipping label provided by our team (ensure the barcode is visible).

Step 3: Ship the Item
Please mail the package to our returns facility:
1001 S MAIN ST STE 600 KALISPELL MT

Shipping Costs:

If the product is incorrect, damaged by the carrier, or defective, tihanke will cover the return shipping costs.
For all other cases, shipping charges are non-refundable.

5. Refunds

Once your return is received and inspected at our warehouse, we will notify you of the approval or rejection of your refund.

Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
Processing Time: Please allow 3-10 business days for the refund to reflect on your bank statement. Please contact your bank first for more information if the time extended.

6. Late or Missing Refunds

If you have not received your refund after the estimated processing time:

Check your bank account again.
Contact your credit card company (it may take time before the refund is officially posted).
Contact your bank (there is often a processing delay before funds appear).

If you have done all of this and still have not received your refund, please contact us immediately at [email protected].