Refund policy

At Thea, every order is a labour of love – handpicked, wrapped with care, and shipped with the warmth of someone who truly wants it to reach you perfectly. If your experience was anything less than that, please know we take it personally and we are here to help. This policy explains how cancellations, returns, exchanges, and refunds work, so there are no surprises.

Order Cancellations

Before Dispatch

If you wish to cancel your order, please contact us immediately at support@theaofficial.in. We will do our best to accommodate your request before the order is dispatched.

After Dispatch

Once your order has been dispatched, no cancellations will be entertained. You may raise a return request once the order is delivered, in line with our returns policy below.

Eligibility for Returns & Exchanges

Timeframe

All return and exchange requests must be raised within 48 hours of delivery. Requests made after this window will unfortunately not be entertained.

Condition of the Item

Items must be returned unused, unworn, and unwashed – with all original tags, packaging, and invoice intact. We will not be able to process a return or exchange if the item has been used or the packaging is missing.

Unboxing Video – Mandatory

An unboxing video is compulsory for all return and exchange requests. The video must start from the sealed, unopened package and clearly show the shipping label and the full contents as they are unboxed. Without a valid unboxing video, we will not be able to process your request – no exceptions. This protects both you and us.

How to Raise a Request

Follow these three steps and we will take it from there.

  • 01 Inform: Contact us within 48 hours of delivery at support@theaofficial.in with your order number, the reason for your request, and your unboxing video. We will review and respond within 24–48 hours.
  • 02 Ship it back: Once your request is approved, ship the item back to us in its original packaging within 5 days of approval. Please use a reliable courier service and share the tracking details with us. The cost of return shipping is borne by the customer.
  • 03 Resolution: Once we receive and verify the returned item, we will process your store credit or exchange within 7–10 business days. You will be notified as soon as it is done.

Refunds & Store Credit

Mode of Refund – Store Credit

All approved refunds are issued as store credit, valid for 1 year from the date of issue. Your store credit is a one-time use code – it must be redeemed in full in a single order and cannot be split across multiple purchases. Only one store credit code can be applied per order and it cannot be combined with any other offer or discount code at checkout.

Refund Options by Order Value

  • Orders below ₹12,000: Store credit for 100% of order value, valid for 1 year from date of issue; or an exchange for a different size, subject to availability.
  • Orders above ₹12,000: Refund to your original payment method for the full amount minus a ₹[processing fee] processing fee; or store credit for 100% of order value, valid for 1 year from date of issue.

Processing Time

  • Store credit: Issued within 2–3 business days of receiving and verifying your return.
  • Refund to original payment method: Processed within 7–10 working days of receiving and verifying your return.

Applicable Deductions

  • Undelivered or returned prepaid orders: If a prepaid order is undelivered or returned to our warehouse for any reason, a deduction of ₹125 will be made towards forward and reverse shipping charges. The remaining balance will be issued as store credit.
  • Orders with free shipping: If your order was placed with a free shipping offer and is subsequently returned, a shipping charge of ₹125 will be deducted from your refund amount before store credit is issued.
  • Payment gateway charges: In the rare case where a payment is deducted but an order confirmation is not received, please contact us before placing a new order. If a duplicate order is placed without checking with us first, a 5% payment gateway charge will be deducted from the transaction amount before any refund is processed.

Exchanges

If you would like to exchange an item for a different size, we will ship the replacement once the original item is received and passes our quality check. Exchanges are permitted only once per order – we are unable to process a second exchange on the same item. Replacement delivery takes 7–10 business days and is subject to availability.

Sale Items

Items purchased during a sale are eligible for a size exchange (subject to availability) or store credit only, within 48 hours of delivery. We encourage you to review our size guide carefully before purchasing – and if you are unsure, please reach out to us before placing your order. We are always happy to help you find the right fit.

Damaged Items Received

If you receive a damaged item, we will be happy to ship a replacement for the same product or issue store credit for the amount paid – whichever you prefer. Please ensure you have an unboxing video as proof so we can process this swiftly. If your package arrives damaged or tampered, please do not accept it and contact us immediately at support@theaofficial.in.

What Is Not Eligible

Refunds will not be processed for items that are damaged through use, used, or returned without original packaging. Items not reported for return within 48 hours of delivery, or not received by us within 5 days of return approval, are also not eligible. All our products go through careful quality checks before dispatch; refunds will not be issued on grounds of quality expectations not being met, as each piece is inspected before it leaves us. There may be certain categories of products that are exempted from returns or refunds, and these will be identified to you at the time of purchase.

Questions?

Write to us at support@theaofficial.in – we are always happy to help.