Return Policy
Last updated: 10 August 2026
TinyMind is committed to providing a transparent, fair, and hassle-free shopping experience. This Return Policy sets out the conditions, process, and timelines under which a return request may be submitted, reviewed, and approved. It is published in line with the Digital Commerce Operation Guidelines, 2021 issued by the Ministry of Commerce, and forms part of the terms applicable to every order placed on the TinyMind website.
1. Return Eligibility Window
Customers may submit a return request within seven (7) calendar days of the confirmed delivery date. The delivery date is the date recorded by our courier partner as the date of successful handover to the customer or an authorised recipient at the delivery address. Requests submitted after this window will not be accepted, except where required by law or at TinyMind’s discretion in exceptional circumstances.
2. Eligible Return Reasons
| Reason | What Qualifies | Evidence Required |
|---|---|---|
| Wrong Product Delivered | A different item, size, colour, or variant than the one confirmed on the order was received | Photo of the received item and its label/SKU alongside the order confirmation |
| Damaged or Defective Product | The item arrived broken, non-functional, or with a manufacturing fault | Unboxing photos/video showing the damage and outer packaging |
| Product Not as Described | Material difference between the product received and the description/images on the product page | Screenshot of the listing and a photo of the item received |
| Change of Mind | Customer no longer wants the item, with no fault on TinyMind’s part | N/A — subject to conditions below |
3. Change-of-Mind Conditions
- The product must be completely unused, unworn, and unwashed.
- Original packaging, tags, labels, and accessories must be intact and included.
- Return courier charges are borne by the customer and will be deducted from the refund, if applicable.
- Certain product categories are excluded from Change-of-Mind returns, including intimate apparel, personal care/hygiene items, perishable goods, custom or made-to-order products, and digital or downloadable goods.
4. Non-Returnable Conditions
- The product shows signs of use, wear, alteration, or washing.
- Damage was caused by the customer after delivery (misuse, accident, improper storage).
- Original packaging, invoice, warranty card, or accessories are missing.
- Serial numbers, security seals, or hologram stickers have been removed or tampered with.
- The return request is submitted after the 7-day window.
- The product falls under a category explicitly marked as non-returnable on its product page.
5. Return Process
- Contact our Support Team within 7 days of delivery via Hotline, WhatsApp, Live Chat, or email.
- Provide your Order Number, the reason for return, and clear photos or a short video of the product and packaging.
- Our Quality Assurance team reviews the request, typically within 24–48 business hours, and may request additional information.
- If approved, you will receive return instructions, including the pickup/drop-off method and any return shipping arrangement.
- Pack the item securely in its original packaging, including all accessories, manuals, and free gifts received with it.
- Hand over the parcel to the assigned courier or drop it at the designated location within the instructed timeframe.
- Once received, our warehouse team inspects the returned item against the approved reason within 2–3 business days.
- Upon successful inspection, we proceed with a refund, replacement, or store credit, per your preference and product availability, following the Refund Policy.
6. Return Shipping Costs
| Situation | Who Pays |
|---|---|
| Wrong product / damaged product / not as described | TinyMind |
| Change of mind | Customer |
7. Fair Review Clause
To protect the interests of both our customers and our business — including against fraudulent claims involving high-value electronics or Cash-on-Delivery orders — TinyMind reserves the right to review each return request individually. Approval is not automatic and is based on the evidence provided and the condition of the item on inspection. If a customer remains unsatisfied with the outcome, they may escalate the matter to the Directorate of National Consumer Rights Protection (DNCRP).
