Refund policy

Effective Date: November 11, 2026
Last Updated: November 11, 2026

At THICC, every piece is Made For You, Crafted on Demand. We begin preparing and producing your selected design, size, and color after your order is confirmed. Because swimwear is hygiene-sensitive and each order is produced intentionally, we accept return inquiries only for the valid reasons stated in this policy.

This policy applies to purchases made through THICC’s official website, TikTok Shop, Shopee, and Lazada. THICC’s established production model requires confirmed orders to be produced on demand rather than taken from standard ready-made inventory.

1. A Return Inquiry Is Not an Approved Return

Submitting a complaint or return inquiry does not automatically mean that the product is approved for return, replacement, cancellation, or refund.

Every inquiry must first undergo an investigation and confirmation process. THICC will review the order information, supporting evidence, production records, quality-control details, and other relevant information before deciding whether the concern qualifies under this policy.

Customers must not send any product back until THICC has:

  1. Completed the initial investigation;

  2. Confirmed that the concern falls under a valid reason;

  3. Approved the product for return when a physical return is necessary; and

  4. Issued official return instructions.

Products sent before receiving written approval or sent outside the approved process may be refused or returned to the sender.

2. Valid Reasons for a Return Inquiry

A return, repair, replacement, corrective-fulfillment, or refund inquiry may be submitted only for the following reasons.

A. Verified Manufacturing Defect

The product has a construction or workmanship defect that affects its appearance, safety, support, function, durability, or wearability.

Examples include:

  • Open, broken, or unfinished seams;

  • Holes or tears present upon delivery;

  • Detached straps, ties, panels, cups, bands, or lining;

  • Broken or incorrectly installed rings, hooks, sliders, eyelets, zippers, or hardware;

  • Exposed or sharp components that may scratch or injure the wearer;

  • Severe construction asymmetry;

  • Missing or incorrectly installed support components; or

  • Major stitching failure affecting the garment’s function.

Minor loose threads, slight handcrafted variations, or small cosmetic differences that do not affect the product’s function or wearability will not automatically be considered manufacturing defects.

B. Product Damaged Upon Delivery

The product arrived damaged before it was worn, washed, altered, or used.

Examples include:

  • Torn or punctured fabric;

  • Permanent stains or discoloration;

  • Broken, cracked, bent, or detached hardware;

  • Water or chemical damage;

  • Contamination; or

  • Serious damage caused during shipping.

C. Incorrect Product or Variation Sent

THICC delivered something different from the customer’s confirmed order.

This includes:

  • Incorrect product design;

  • Incorrect color;

  • Incorrect size compared with the confirmed order; or

  • Incorrect product variation.

This reason applies only when THICC sent the wrong item. It does not apply when the customer personally selected the wrong product, size, color, or variation during checkout.

D. Missing Major Component

A major wearable component advertised as part of a complete set was not included in the delivered parcel.

Examples include:

  • Swim top;

  • Swim bottom;

  • Swim skirt;

  • Swim shorts;

  • Major detachable garment panel; or

  • Another main wearable piece included in the confirmed set.

A missing major component is treated primarily as a corrective-fulfillment concern, not an automatic return of the complete order.

Once confirmed, THICC will produce and deliver the missing major component without an additional product charge. The customer will not normally be required to return the components already received unless THICC specifically determines that the complete set must be returned for inspection or replacement.

E. Concealed Manufacturing Defect

A manufacturing defect that was not reasonably visible during the initial inspection becomes apparent during the product’s first reasonable use, despite the customer following THICC’s proper use and care instructions.

Examples include:

  • A seam separating during normal movement;

  • A strap detaching during ordinary wear;

  • Hardware failing during normal use;

  • Lining separating from the garment;

  • Fabric unexpectedly tearing under reasonable swimwear use; or

  • A support component failing because of improper construction.

Normal wear and tear, rough handling, accidental damage, improper washing, misuse, alteration, or failure to follow the care guide are not concealed manufacturing defects.

3. Reasons That Do Not Qualify

THICC will not normally accept a return, replacement, cancellation, or refund inquiry for:

  • Change of mind;

  • Customer-selected incorrect size;

  • Failure to review the size guide;

  • Incorrectly taken body measurements;

  • Preference for a tighter or looser fit;

  • Preference for a different compression level;

  • Customer-selected incorrect color, design, or variation;

  • A product no longer being needed;

  • Finding another preferred product after ordering;

  • Personal preference regarding style or appearance;

  • Minor color differences caused by lighting, photography, or screen settings;

  • Minor handcrafted production variations;

  • Damage caused by improper fitting, excessive pulling, or force;

  • Damage caused by washing machines, dryers, irons, bleach, fabric softener, or strong chemicals;

  • Damage caused by rough pool edges, rocks, concrete, Velcro, sharp objects, or abrasive surfaces;

  • Sunscreen, lotion, makeup, oil, deodorant, or cosmetic stains;

  • Damage caused by alteration or unauthorized repair;

  • Normal fading, stretching, or wear over time; or

  • A product that has been misused, mishandled, or cared for incorrectly.

THICC provides a size guide, measurement instructions, fit notes, and product information before checkout. Customers are responsible for reviewing these details carefully before confirming an order.

4. Required Photo or Video Evidence

To open a return inquiry, the customer must submit either:

Option 1: Three Clear Photographs

The three photographs must include:

  1. One clear image showing the complete product;

  2. One close-up clearly showing the reported defect, damage, incorrect item, or missing major component; and

  3. One additional image showing the concern from another angle, together with the product label, size label, parcel, packaging, or shipping label when relevant.

Option 2: One Clear and Well-Recorded Video

The video must:

  • Clearly show the complete product;

  • Clearly show the reported concern;

  • Be recorded with adequate lighting;

  • Be steady, clear, and in focus;

  • Show the concern from enough angles for proper assessment;

  • Show the product and size labels when relevant;

  • Show the original parcel, packaging, and shipping label when relevant; and

  • Be continuous and reasonably complete.

Return inquiries without either three clear photographs or one clear, properly recorded video cannot be opened, investigated, or processed.

Unclear, incomplete, heavily edited, misleading, or inconsistent evidence may be rejected, or the customer may be asked to provide new evidence.

Submitting evidence does not guarantee that the return inquiry will be approved.

Where an official marketplace process or applicable law requires THICC to consider another reliable form of evidence, THICC will follow that requirement.

5. When to Report a Concern

Visible concerns should be reported within seven calendar days from the confirmed delivery date.

This includes:

  • Visible manufacturing defects;

  • Damage upon delivery;

  • Incorrect products or variations; and

  • Missing major components.

A concealed manufacturing defect should be reported as soon as it is reasonably discovered.

After noticing a possible defect, the customer should stop wearing, washing, altering, or using the product until THICC has reviewed the concern.

6. Information Required

The customer must provide:

  • Full name;

  • Order number;

  • Official sales channel used;

  • Product name;

  • Ordered size and color;

  • Confirmed delivery date;

  • Clear written explanation of the concern;

  • Three clear photographs or one clear video;

  • Image or video of the product and size labels when relevant; and

  • Image or video of the parcel, packaging, and shipping label when relevant.

Incomplete inquiries will remain pending until the required information has been submitted.

7. Investigation and Confirmation

Once THICC receives complete information and acceptable evidence, we will investigate the inquiry.

The investigation may include:

  • Verifying the confirmed order;

  • Comparing the delivered product with the order details;

  • Reviewing packing and fulfillment records;

  • Reviewing production and quality-control records;

  • Examining the submitted photographs or video;

  • Confirming the product, color, size, and included components;

  • Consulting the production team, sewer, cutter, quality-assurance personnel, or logistics partner;

  • Determining whether the concern was caused by manufacturing, packing, shipping, ordinary wear, misuse, customer handling, or improper care;

  • Requesting additional evidence or information; and

  • Determining whether the concern can be resolved without physically returning the product.

THICC aims to complete the initial investigation within two to five business days after receiving all required information and acceptable evidence.

The investigation may take longer when:

  • Additional evidence is needed;

  • Information is incomplete or inconsistent;

  • Courier or marketplace records must be obtained;

  • A technical manufacturing assessment is required; or

  • The inquiry must be escalated to Quality Assurance or management.

8. Possible Investigation Results

After reviewing the inquiry, THICC may issue one of the following results.

Claim Not Approved

The concern does not fall under a valid reason, the evidence is insufficient, or the problem resulted from customer error, incorrect size selection, misuse, improper care, alteration, accidental damage, or ordinary wear and tear.

Additional Evidence Required

THICC needs clearer photographs, a better-recorded video, packaging evidence, measurements, or additional information before reaching a decision.

Corrective Fulfillment Approved

THICC confirms that a major component is missing and will produce and deliver the missing piece.

Repair Approved

THICC confirms that the defect can be corrected properly through repair.

Return Approved for Physical Inspection

The concern appears to qualify, but the product must be returned and physically inspected before the final resolution is issued.

Replacement Approved

THICC confirms that replacing the affected product or component is the appropriate remedy.

Replacement Without Return Approved

THICC exceptionally approves a replacement without requiring the original product to be returned, subject to the conditions in Section 13.

Claim Escalated

The inquiry requires technical assessment, management approval, compensation review, or refund consideration.

9. Return Approval and Official Instructions

When a physical return is approved, THICC will send a written Return Approval Notice.

The notice will include:

  • Claim reference number;

  • Approved reason for return;

  • Authorized logistics partner;

  • Official return address or drop-off location;

  • Deadline for sending the parcel;

  • Step-by-step return process;

  • Detailed packing instructions;

  • Required documents or references;

  • Return-shipping arrangements;

  • Tracking requirements; and

  • Any special inspection instructions.

Return instructions will be issued only after the investigation has been completed and the inquiry has received initial approval.

Approval to send a product back does not yet guarantee a repair, replacement, cancellation, or refund. The final decision may require physical inspection.

10. Authorized Logistics Partner and Drop-Off

Approved returns must be sent only through the authorized logistics partner identified in the Return Approval Notice.

The customer must personally bring the securely packed parcel to:

  • An authorized courier branch;

  • An approved drop-off point; or

  • Another designated logistics location provided by THICC.

THICC will not normally pick up the parcel from the customer’s home, workplace, or personal address.

The customer must not:

  • Send the item before receiving approval;

  • Use an unauthorized courier;

  • Send the parcel to an unconfirmed address; or

  • Arrange a collect-on-delivery return without written permission.

The customer must keep the courier receipt and tracking number until the concern has been completely resolved.

For a verified defect, delivery damage, incorrect item, or other approved concern caused by THICC, we may issue a prepaid shipping label or reimburse the approved reasonable return-shipping cost. Philippine online-consumer rules provide that when replacement or refund is used as a remedy, returning the original goods must not ultimately cost the online consumer.

11. How to Pack an Approved Return

The customer must follow the packing instructions included in the Return Approval Notice.

Approved return items must be:

  • Completely dry;

  • Placed inside a clean and securely sealed inner bag;

  • Packed with all required components;

  • Protected from moisture, dirt, crushing, punctures, and contamination;

  • Arranged so straps, ties, cups, skirts, and detachable parts are protected;

  • Packed so rings, hooks, sliders, zippers, and hardware cannot damage the garment;

  • Placed inside a durable shipping pouch, box, or protective outer packaging;

  • Marked with the claim reference number when instructed; and

  • Securely sealed before drop-off.

Customers should take a photograph of the packed parcel before handing it to the logistics partner.

THICC is not responsible for additional damage caused by unsafe packaging, wet garments, exposed hardware, unsealed parcels, or failure to follow the official return instructions.

12. Product Condition and Hygiene

Because THICC sells swimwear, returned products must be handled responsibly.

The product should remain:

  • Unwashed;

  • Unaltered;

  • Free from strong odors;

  • Free from additional stains;

  • Free from customer-caused damage; and

  • Returned with the original components, tags, hygiene protection, and packaging when reasonably possible.

Customers are encouraged to try on swimwear over clean underwear while keeping the hygiene liner in place.

Reasonable fitting or inspection will not automatically disqualify a legitimate manufacturing-defect claim.

13. Exceptional Replacement Without Returning the Product

THICC may provide a replacement without requiring the customer to return the original product only when all of the following conditions are met:

  1. THICC has completed its investigation;

  2. The concern has been confirmed as valid;

  3. The required photographs or video clearly prove the concern;

  4. Replacement is the appropriate resolution;

  5. The customer is genuinely incapable of sending the product through the authorized logistics partner; and

  6. THICC has approved the exception in writing.

Qualifying circumstances may include:

  • A physical or mobility limitation;

  • A serious medical circumstance;

  • No reasonably accessible branch of the authorized logistics partner;

  • Courier service suspension or unavailability in the customer’s area;

  • A natural disaster, emergency, or serious local disruption; or

  • Another comparable circumstance accepted by THICC.

The customer may be required to provide:

  • A written explanation;

  • Additional photographs or video;

  • Reasonable supporting information;

  • Confirmation that the product remains in the customer’s possession; and

  • A declaration that the defective product will not be sold or represented as being in acceptable condition.

Inconvenience, lack of time, unwillingness to visit the courier, or preference for home collection will not normally qualify.

When approved, a replacement issued without return will count as one completed corrective-remedy attempt.

14. Physical Inspection

When a returned product reaches THICC, it will undergo physical inspection.

We will verify:

  • The reported defect or damage;

  • Product identity, color, size, and components;

  • Fabric and lining condition;

  • Stitching and seam construction;

  • Straps, ties, closures, and hardware;

  • Whether the submitted evidence matches the returned product;

  • Whether the concern resulted from manufacturing, packing, or delivery;

  • Signs of washing, alteration, misuse, accidental damage, improper care, or excessive wear; and

  • The most appropriate resolution.

THICC aims to complete the physical inspection within five business days after receiving the returned product.

15. Available Resolutions

Depending on the confirmed concern, THICC may provide one or more of the following.

Corrective Fulfillment

THICC produces and delivers a missing major component.

Repair

THICC repairs the product when the issue can be corrected properly without reducing its safety, support, durability, appearance, or intended use.

Replacement

THICC provides:

  • A replacement product;

  • The correct product or variation;

  • A replacement affected component; or

  • A newly produced piece.

Because THICC products are Made For You, Crafted on Demand, an approved replacement may require approximately seven to ten business days for production, excluding delivery time.

Goodwill Compensation

THICC may provide an approved promotional code, shopping voucher, or future-order benefit when the situation receives a high recommendation for compensation.

Cancellation and Refund

Cancellation and refund are final remedies and are subject to the strict conditions stated in the next section.

16. Strict Refund Conditions

A refund is not the automatic first resolution for an approved inquiry.

THICC will normally attempt corrective fulfillment, repair, or replacement before approving cancellation and refund.

A cancellation and refund may be approved for the following reasons:

A. Same Verified Issue Unresolved After Two Consecutive Attempts

THICC attempted to repair, replace, or correct the same approved concern two consecutive times, but the same verified issue remains unresolved.

B. Incorrect Product or Variation Sent Twice

THICC attempted to correct an incorrect fulfillment but again sent the wrong product, color, size, or variation during the second fulfillment attempt.

C. Missing Major Component Not Properly Supplied After Two Attempts

THICC confirmed a missing-major-component inquiry but failed to provide the correct component after two consecutive corrective-fulfillment attempts attributable to THICC.

D. Repair or Replacement Is Not Reasonably Possible

The concern is verified, but:

  • The product cannot be repaired properly;

  • The correct replacement cannot be produced;

  • Required material or components are permanently unavailable; or

  • No suitable corrective resolution can reasonably be provided.

E. Serious Safety or Usability Concern

The verified defect makes the product unsafe or unusable for its intended purpose, and repair or replacement cannot reasonably correct the problem.

F. Refund Required by Law or Official Marketplace Decision

A refund is required under applicable consumer law or ordered through the official dispute process of TikTok Shop, Shopee, Lazada, DTI, or another authorized body.

The two-attempt rule will not be used to delay a remedy when the product is unsafe, replacement is impossible, or an earlier refund is required by law or an official marketplace decision. Philippine consumer rules recognize repair, replacement, refund, or other appropriate remedies for verified defects or merchant liability. (Fair Trade Enforcement Bureau)

17. Refund Amount and Processing

An approved refund will generally cover:

  • The amount actually paid for the affected product;

  • Approved shipping costs when applicable; and

  • Other amounts required under applicable law or an official platform ruling.

Refunds will be processed through:

  • The original payment method;

  • The official marketplace refund system; or

  • Another secure method agreed upon by THICC and the customer.

THICC will normally initiate the refund within five business days after final approval.

The time required for the funds to appear may depend on the bank, e-wallet, marketplace, or payment provider.

Promotional vouchers, platform-funded discounts, shipping subsidies, and marketplace credits will be handled according to the rules of the platform that processed the transaction.

18. Promotional Code, Voucher, or Goodwill Compensation

Goodwill compensation is not automatic and is separate from any required repair, replacement, or refund.

It may be considered only when the case receives a high recommendation for compensation following escalation and management review.

Possible compensation may include:

  • A one-time promotional code;

  • A shopping voucher for the customer’s next purchase;

  • Free or discounted shipping on a future order;

  • Reimbursement of an approved documented expense; or

  • Another approved goodwill benefit.

Compensation may be recommended when:

  • THICC caused an excessive and avoidable delay;

  • The customer experienced repeated verified fulfillment errors;

  • Multiple corrective attempts caused substantial inconvenience;

  • Customer communication was seriously mishandled;

  • A documented reasonable expense was caused by a verified THICC error; or

  • Management determines that additional service recovery is appropriate.

Promotional codes and vouchers:

  • Are not automatically exchangeable for cash;

  • May have an expiration date;

  • May be limited to one use;

  • May not be combined with another promotion unless stated;

  • May be limited to selected products or sales channels; and

  • Cannot replace a remedy required by law.

19. Escalation Process

Level 1: Customer Support Review

Customer Support will:

  • Verify the order;

  • Check the submitted evidence;

  • Confirm whether the stated reason is covered;

  • Request missing information; and

  • Issue an initial decision.

Level 2: Returns and Quality Assurance Review

The inquiry may be escalated when:

  • Technical product assessment is required;

  • Physical inspection is necessary;

  • The customer challenges the initial decision;

  • The concern involves repeated product issues; or

  • Manufacturing responsibility must be confirmed.

Level 3: Management Resolution Review

Management review is required when:

  • The same verified concern has occurred twice;

  • Two corrective-remedy attempts have failed;

  • A refund is being considered;

  • Compensation is being recommended;

  • A serious safety issue is reported;

  • The Quality Assurance decision is challenged; or

  • The concern creates significant legal, customer, or reputational risk.

Management will issue the final internal decision regarding:

  • Repair;

  • Replacement;

  • Corrective fulfillment;

  • Compensation;

  • Cancellation; or

  • Refund.

Level 4: Marketplace or External Resolution

Marketplace customers may use the official TikTok Shop, Shopee, or Lazada dispute process.

Online merchants are required to maintain an accessible internal complaint-resolution mechanism. Under the current Philippine e-commerce rules, that internal mechanism is considered exhausted when a complaint remains unresolved after seven calendar days from filing, without preventing any rights provided by applicable law.

20. Marketplace Orders

For purchases made through TikTok Shop, Shopee, or Lazada, customers must submit their inquiry using the marketplace’s official return or refund feature whenever required.

The customer must comply with:

  • THICC’s evidence and investigation requirements; and

  • The marketplace’s deadlines, procedures, and supporting-document requirements.

When an official marketplace rule or final decision provides a mandatory remedy, THICC will follow the applicable platform decision.

21. Customer Responsibilities

Customers are expected to:

  • Review the product details before ordering;

  • Review the size guide and measurement instructions;

  • Confirm the design, size, color, quantity, and delivery information;

  • Inspect the product promptly after delivery;

  • Provide honest and accurate evidence;

  • Avoid making false or altered claims;

  • Follow the product care instructions;

  • Keep the product safe while an inquiry is being investigated;

  • Wait for written return approval before sending anything;

  • Follow the authorized packing and logistics instructions; and

  • Keep the courier receipt and tracking details.

22. Consumer Rights

This policy does not remove or reduce mandatory consumer rights under Philippine law.

DTI states that a blanket “No Return, No Exchange” rule cannot be used to deny repair, replacement, or refund for a product with an imperfection or defect. However, a merchant may decline a return when the product is not defective, the concern resulted from buyer mishandling, or the customer simply changed their mind. (Fair Trade Enforcement Bureau)

23. Contact THICC

Return and corrective-fulfillment inquiries must be submitted through the official sales channel where the order was placed or through:

Customer Support Email: [Insert Email Address]
Website: [Insert Website Address]
Support Hours: [Insert Days and Hours]

Use the subject line:

RETURN INQUIRY – ORDER NO. [ORDER NUMBER]

Include your order information and either three clear photographs or one clear, well-recorded video.