Returns, Refunds & Order Cancellation
What is TOTA's return policy?
If you’re not satisfied with your purchase, you can request a return within 7 days of delivery. The product-specific return policy (if any) shown on the product detail page will prevail over this general policy.
Which products are NOT eligible for return?
All Holi Thunder/Cylinder products (Mini Thunder, 2kg, 4kg, 6kg, Kungfu, Double, Triple, Super Jet) and Snow Spray products are strictly NON-REFUNDABLE and not covered under the 7-day return window, regardless of the category they were purchased under.
Category-wise Return Eligibility
- Hing Products (100% Pure / Compounded) — 7-day return window applies.
- Puja & Rituals Products (Camphor, Dhoop, Hawan Samagri, Pooja Kits, etc.) — 7-day return window applies.
- Rangoli Items (Kits, Stencils, Powder, Tools) — 7-day return window applies.
- Holi Products — General items (stencils, tools, body paint, accessories, pichkari) — 7-day return window applies.
- Thunder/Cylinder/Snow Spray items — Non-returnable (see above).
- Corporate Gifting — 7-day return applies, except where the pack includes non-returnable Holi Thunder/Spray items.
What conditions make a product eligible for return?
A product is returnable if it is received in a condition that is physically damaged, has missing parts/accessories, is defective, or is different from its description on the product page.
How do I initiate a return?
Log in to ‘My Account’, go to ‘Your Orders’, select the item you want to return/replace, choose a reason from the menu, and continue. For seller-fulfilled orders, you may need to start a conversation with the seller directly from ‘Your Orders’ to initiate the return.
Will my product be picked up for return?
Return pick-up is available for eligible addresses and items, subject to no shipping restrictions. If pick-up is unavailable at your address, a Self-Ship option will be automatically offered, where you ship the product back yourself.
What happens during the return pick-up?
During pick-up, the product will be inspected for the required return conditions (e.g., packaging, completeness, condition). If these conditions are not met, the field executive may refuse to accept the return.
When and how will I get my refund?
Once the returned product is received and verified by the seller, the refund will be processed to your original payment method. For Pay on Delivery orders, refunds are issued via NEFT to your bank account or to your UPI ID.
I received a damaged or wrong product. What should I do?
If you receive a physically damaged item, an item with missing parts, a defective product, or a product different from its description, you are eligible to request a return/replacement/refund. For open-box deliveries, if the issue is identified at the time of delivery, a refund will be processed; once an open-box delivery is accepted without noting an issue, returns are only processed for manufacturing defects.
Can I cancel my order after placing it?
Orders can typically be cancelled before they are dispatched. Please contact customer support as soon as possible after placing the order if you wish to cancel, as orders are dispatched within 48 hours.
What if a product accessory is missing or damaged?
The seller may either replace the specific missing/damaged accessory or issue an e-Gift Voucher (eGV) equivalent to the value of that accessory, at the seller’s discretion.
How can I check the status of my return/refund or complaint?
Status and tracking details of your return, refund, or complaint are communicated to you via return e-mails sent to your registered email address.