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Refund & Exchange
At Theoroma, we strive to deliver a seamless and trustworthy shopping experience. This Refund & Exchange Policy outlines the conditions, timelines, and procedures for refunds, exchanges, and order-related concerns for purchases made through our website.
By placing an order with us, you agree to the terms stated below.
No Return Policy
Theoroma does not accept physical returns of any products.
Once an order has been successfully delivered, items cannot be returned due to hygiene, safety, and quality assurance considerations.
Refund Eligibility
(Damaged or Missing Products Only)
Refunds are applicable only in the following situations:
- The product is received in a damaged or defective condition
- One or more items are missing from the delivered order
All such issues must be reported within 48 hours of delivery, along with clear images or videos of the product and outer packaging.
All refund requests are subject to verification and approval by our team.
Exchange Policy
(Wrong or Incorrect Product Received)
If you receive a product that is incorrect, different from what you ordered, or does not match your confirmed order, Theoroma will offer an exchange, subject to the following conditions:
- The issue must be reported within 48 hours of delivery
- The product must be unused, unopened, and in its original packaging
- All exchange requests are subject to verification
Once approved, the correct product will be dispatched as a replacement.
How to Raise a Refund or Exchange Request
To initiate a refund or exchange request:
- Contact our support team within 48 hours of delivery
- Share your order ID, a brief description of the issue, and clear images or videos
- Our team will review the request within 2–3 business days
Requests submitted after the specified timeframe may not be accepted.
Refund Processing Timeline
Once a refund request is approved:
- Refunds are processed within 5–7 business days
- The amount is credited to the original payment method used at checkout
- Shipping charges, if any, are non-refundable, unless the issue occurred from our end
Please note that refund timelines may vary depending on your bank or payment service provider.
Exchange Processing Timeline
- Approved exchanges are dispatched within 3–5 business days after verification
- Delivery timelines for exchanged products may vary based on location and product availability
Order Cancellation Policy
- Orders may be cancelled within 12–24 hours of placement, or before dispatch, whichever is earlier
- Once an order has been dispatched, cancellations are not permitted
Shipping Responsibility
- For approved refunds or exchanges due to damaged, missing, or incorrect products, Theoroma will bear the shipping cost
- Exchange requests due to customer preference or selection errors are not accepted
Late or Missing Refunds
If you have not received your refund within the stated timeline:
- Please check with your bank or payment service provider
- If the issue persists, contact our support team for further assistance
Policy Updates
Theoroma reserves the right to modify or update this Refund & Exchange Policy at any time without prior notice. Any changes will be effective immediately upon posting on the website.
Customers are encouraged to review this policy periodically.
Contact Information
For refund, exchange, or order-related queries, please contact us at:
- Email: support@theoroma.com