Refund & Returns

We would like your visit to www.theodore.com.ae to be a smooth and satisfying experience. In order to achieve this, we strive to deliver your desired product in a timely manner. However, if you do not feel 100% satisfied with your purchase, we provide returns to make sure you have a seamless experience with us.

To start a return/exchange follow the below steps:

1. Click on the link - https://theodore.ae/apps/return_prime
2. Add the requested details - your order number. Mobile or email id.
3. Select the option - Exchange or Return
4. Choose Returnable/ Exchangeable Products
5. Reason to mention
6. In case of an exchange, choose the size option and select your required size and press Exchange.
7. In case of a return, choose product and select return
8. Choose mode of refund and add your Bank details including Account number, IFSC number, holder name and proceed.
9. Upon choosing the required option RET number would be generated.

We guarantee a return or exchange for all orders that fall under the following categories:

1. Wrong size – If you purchase a product that does not fit, we ensure a smooth exchange.
2. Not satisfied with the purchase – If you feel that the product does not match your expectations, we are happy to provide an easy return/exchange to make sure you receive a product that matches your desire.
3. Received a defective/incorrect product – We guarantee a return for any defective or incorrect deliveries.
4. We will exchange/return products only on these conditions: 

• Product must be unused or unworn and in their original condition.
• Product must have all original tags and packaging.
• Product must not be soiled or torn.
• Return/Exchange must be done within 7 days from the date of receiving the order.

If your return is accepted, your pickup should happen shortly. Items sent back to us without first requesting a return will not be accepted. This policy does not affect your statutory rights under UAE law.
Once we have processed the return of your items, we will proceed with the refund as per our Refund Policy. 

RETURNS UAE CUSTOMER

THEODORE offers complimentary domestic return shipping for unused and unworn items within 7 days of delivery.
Returns are processed within 5-7 business days after arriving at our facility. Processing times may be longer during peak periods. A full refund will be issued after inspection of the returned item. Refunds will be credited to the original payment method.
For refunds to the original payment method, please allow 10-12 business days after processing, for the amount to reflect in your account. 
If a returned item is found not to be in its original condition, a refund or exchange will not be granted, and the item will be sent back to you.
For any questions or further assistance, please contact customer service at customerservice.ae@theodore.com.tr

RETURNS : INTERNATIONAL CUSTOMER

THEODORE offers a returns policy of 7 days post the delivery date for all international orders
All returned items must comply with our standard returns policy: they must be unworn, undamaged, and unwashed, with all original tags attached and in sellable condition. The original invoice must be included with the return, as failure to do so may delay processing. 
To initiate a return, please visit https://theodore.ae/apps/return_prime
For any questions or assistance, please contact customer service at customerservice.ae@theodore.com.tr

CUSTOMER SERVICE WORKING HOURS:

Monday – Friday, 10 AM – 6 PM, GST.

HOLIDAYS RECOGNIZED BY THEODORE:

New Year’s Day
Eid Al Fitr
Arafat Day
Eid Al Adha
Islamic New Year
Prophet Mohammed’s Birthday
UAE Commemoration Day

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have (“original item”), and once the return is accepted, make a separate purchase for the new item. Upon receipt of the original item at the designated store, the original item shall be considered to be returned. The payment made for the original item will be applied towards the purchase of the new item. In the event that the new item has a higher price than the original item, you will be responsible for settling the price difference at the store at the time of purchase. We will not proceed with the provision of new item until full payment has been received from you. 
You may exchange Product(s) only once within 7 days from the date of receiving the order. 
You can always contact us for any question related to returns or exchanges at customerservice.ae@theodore.com.tr

Refund policy

We have a 7-days return policy, which means you have 7 days after receiving your item to request a return. Please refer to our returns policy before requesting a return.

We guarantee a full refund in the following instances:

1. Change of mind before billing – We respect your choice. We will ensure a full refund for any cancellations made before billing.
2. Product out of stock – For products that are no longer in stock, we provide a full refund or coupon to keep your shopping experience at Theodore hassle-free.

Refunds

Important Notes

1. Refund will be initiated only once the product is received by us and a quality check has been completed successfully.
2. Please note that under UAE VAT laws, any refund issued shall be adjusted accordingly if VAT was applicable on the original transaction.
3. Refunds of VAT shall only be processed if they comply with the conditions set by the Federal Tax Authority (FTA).

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method in respect of prepaid orders. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please expect the amount to be received within 21 working days. Please note that applicable taxes are not be refundable.

For orders which are paid via ‘Cash on Delivery’ (“COD”), we would require your bank details including Account number, IFSC number and holder name in order to initiate the refund.
For any queries, please contact us at customerservice.ae@theodore.com.tr