Refund policy

Last Updated: 01/01/2026

At Tistou, we bring every piece with care, comfort, and safety in mind. If something isn’t quite right, we’re here to help - while maintaining the highest hygiene standards for our little ones.

This policy applies to all purchases made through our website and should be read alongside our Terms & Conditions.

Tistou is operated by:

A22 FZC

Sharjah Publishing City Free Zone

Sharjah, United Arab Emirates

📧 hello@itstistou.com

1. Our 7-Day Return Window

We accept returns within 7 days from the date your order is delivered.

To be eligible for a return, items must be:

  • Unused
  • Unwashed
  • In original condition
  • In original packaging with all tags attached
  • Accompanied by proof of purchase

Because our products are designed for babies and children, hygiene and safety are our highest priority. For this reason, used or washed items cannot be returned.

We reserve the right to decline returns that do not meet the above conditions.

2. Items Not Eligible for Return

For clarity, we cannot accept returns for:

  • Used or washed items
  • Products returned after 7 days from delivery
  • Items damaged due to misuse or improper care
  • Items returned without original packaging or tags

3. How to Initiate a Return

To request a return:

  1. Email us at hello@itstistou.com within 7 days of receiving your order
  2. Include your order number and reason for return
  3. Wait for confirmation and return instructions before shipping the item

4. Return Shipping

  • Return shipping costs are the responsibility of the customer
  • Original delivery charges (if applicable) are non-refundable

5. Refunds

Once your return is received and carefully inspected:

  • Approved refunds will be issued to the original payment method only
  • Processing times may vary depending on your payment provider
  • Shipping fees are non-refundable unless the return is due to a confirmed defect or fulfillment error

We reserve the right to refuse refunds where return conditions are not met.

6. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery and include clear photos of the issue.

If confirmed, we will arrange a replacement or refund at no additional cost to you.

7. Exchanges

At this time, we do not process direct exchanges.

If you wish to select a different item, please initiate a return (if eligible) and place a new order.

8. Order Cancellations

Orders may be canceled only before they are processed or shipped.

Once shipped, our standard return policy applies.

9. Need Assistance?

We’re here to help.

hello@itstistou.com

📧 hello@itstistou.com