RETURN, REPLACEMENT AND REFUND POLICY

DAMAGED PRODUCTS

If a product is delivered to a customer, whether in electronic or printed format, that is electronically or physically damaged in some way Theodor will issue a replacement copy of the product with pleasure after receiving reasonable proof of that damage from customer. If you receive a damaged product, just follow our Return policy and we will refund your payment.

Please be aware that publishing to the website is creator-controlled and we do not screen all of the content on our website. It is the customer’s responsibility to verify the quality of the content (including but not limited to misspelled words, grammatical errors, formatting, design or overall appearance) before ordering a product. This damaged goods policy does not apply to content, only to the physical product.

If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your return or refund within 2 days of receiving the order:

Step 1: Contact us within 2 business days of receiving the order. The window for this will open when our delivery partners mark the orders “delivered”. Delayed queries will not be encouraged on the account of the package being opened late.

Step 2: Share images and videos (JPEG only) with us along with your order details and your request to Return or Replace or Refund the defective/wrong items in your order. Our team will assist you as per the policy in which your order was placed.

Step 3: We will pick up the products within 4-5 business days. If the returned products are received in appropriate aforementioned conditions, refund or replacement as requested will be initiated.

Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will suggest you to select a product from the same category for which options will be shared by our team.

 

HOW CAN I RETURN AN ITEM PURCHASED ON THEODOR WEBSITE?

Theodor offers its customers an ’Easy return policy’, herein customers can ask a return or exchange request of a product within 30 days of delivery. We also accept either partial return request for one or all products in your order.

Step 1: In the Contact section (both Contact form & Whatsapp), through your Profile, enter requisite details- Name, registered Phone no., registered Email address, Query Type, Issue Type, add Description (accordingly), and submit. A prompt response of THEODOR with the same information will be emailed to your registered address.

Step 2: The products will be picked up within 4-5 business days. A refund or replacement will be initiated, thereafter. Please note, refunds or replacement will be initiated only if the products are in appropriate* conditions.

Inappropriate product conditions:

  • Product is damaged due to misuse
  • Returned without proper safety packaging
  • Product is used or altered
  • If request is initiated after 30 days of order delivery
  • Free product or promotional gifts (Freebies)

WHAT ALL CATEGORIES ARE NOT ELIGIBLE FOR RETURN/EXCHANGE?

Discounted or coupon availed Products

Products under Daily Protection cannot be returned keeping in mind hygiene issues.

Please note: For certain marketing campaigns or mega sale periods, special return/exchange/refund rules may be applied. Information regarding this is visible on the promotion banner. For any clarification, please feel free to contact us.

HOW LONG WOULD IT TAKE ME TO RECEIVE THE REFUND OF THE RETURNED PRODUCT?

Please note, THEODOR initiates the refund after the returned item has reached us and the quality check is successful. Therefore, the refund initiation time may vary by time taken by the courier partner to deliver the return to a THEODOR warehouse. In case of any refund discrepancies, THEODOR may at its sole discretion, request you to share with us a screenshot of your bank statement.
After the refund has been initiated by THEODOR as per the Returns Policy, the refund amount is expected to reflect in the customer account as per the following timelines:
For payments done through credit/debit cards or net banking, the refund will be processed to the same account from which the payment was made within 24-48 business hours of us receiving the products back. It may take 2-3 additional business days for the amount to reflect in your account.
For cash on delivery transactions, we will initiate a bank transfer against the refund amount against the billing details shared by you. This process will be completed within 24-48 business hours of us receiving the products back and your bank details on email. It will take an additional 2-3 business days for the amount to reflect in your account.
In addition, we also provide the hassle-free option of refund through THEODOR coupons, which can be used during future purchases.

PAYMENT, SECURITY AND MORE

PAYMENTS

Payment procedures can always be hassle, but not with us. With a simple one-page checkout payment, Theodor Online accepts all major credit/debit cards from MasterCard, Visa, American Express, Diners Club and associated brands.

SECURITY

To keep your mind at ease, your credit card and personal details are encrypted using the latest industry standard SSL (Secure Socket Layer) 128 Bit encryption technology before being sent over the internet. Just to be doubly sure, your credit card number is removed from our on-line server within one minute of transaction and is stored on a separate secure server which is not accessible via the internet at all. This ensures that no one can obtain your sensitive information, ever.

DISCOUNT COUPON CODES

If you have a Discount Coupon code, it’s pretty simple to redeem it with your order. Once you have added everything you wish to purchase in your cart, on the Checkout page under “REVIEW YOUR ORDER” section, you would find an input box called “Discount Coupon”. Please enter your Discount Coupon code there and click “Apply Coupon”. The discount will be automatically reflected in the grand total amount of your order.

SHIPPING AND DELIVERY

We understand the excitement of getting your hands on shiny new product. So we will make sure you don’t wait a moment longer than you should.

Theodor Online aims for the fastest shipping within the GCC. Firstly, delivery cost is quoted on the Checkout page at the time of purchase, so you’re clear about how much you pay for shipping based on the order weight and your location. Then, depending on the shipping options and your region, your delivery times will fall into one of the below categories:

Destination Estimated Standard Delivery Time For orders placed on Sunday
Dubai & N. Emirates 2-3 Business Days +1 Day
Abu Dhabi 2-3 Business Days +1 Day
GCC Countries 4-5 Business Days* via Express +2 Days

Note: For orders placed after 14:00 hrs (UTC+04:00), please add one additional business day for delivery.

*International Shipping duration will depend upon your location, an estimated delivery date is provided when you checkout. Most International orders are delivered in 4 to 5 business days (Subject to customs clearance if applicable)

**Any customs duty, VAT or other charges that arise from International Shipping will be borne by the customer(s) as actual, at the time of delivery. This cost is not for your products or courier charges but for the Border Customs of the respective Country shipped and beyond our control.

Once an order has shipped out, we will send you an email with the tracking number, which can be used to track shipment at courier website.

MY ORDER WILL BE SHIPPED IN MULTIPLE SHIPMENTS. WHAT DOES THIS MEAN?

This is a completely normal situation. We make products made to order. If there are multiple products, we ship a product as and when it gets processed, not waiting for the whole consignment to be processed. Rest assured, you will only have to pay the shipping/CoD charge if applicable, on the first package you receive. International orders, in most instances, will be shipped in their entirety as one shipment.