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Exchange Policy

What is the Exchange Policy at Theo&Ash?
15 day Hassle Free Exchanges

At Theo&Ash, the customer is king, always. We strive to give you a great customer experience each time you shop with us. If at all you are not 100% satisfied with your purchase, you can exchange your order. All you need to do is drop an email at sales@theoandash.comwithin a period of 15 days, from the date of delivery. Theo&Ash loves happy customers.

However, you must ensure that the merchandise is returned to us in an unused, unwashed, saleable condition with the tags intact and in the original packaging. This protects us from losses and helps us serve you better and longer. In all cases except for manufacturing defect in the product, shipment cost to and from the Theo&Ash warehouse is borne by the customer. Custom-made products cannot be returned or exchanged. Please note that certain conditions apply when offers are availed.
What items can I buy in exchange?
You can exchange your purchased product for a new one of either the same value or higher value than the purchased product.

In case you choose to exchange your purchased product for a product of higher value, you can pay the differential amount by depositing the extra amount in our bank account, the details of which will be sent to you by e-mail.
The Exchange Process step by step
  • The customer initiates the exchange process by e-mailing us at sales@theoandash.com. In the mail the customer must clearly mention the order number and state the reason for exchange and also indicate what new product(s) he/she would like to get in exchange
  • Theo&Ash sends the acceptance for the exchange
  • The customer is asked to ship the product through a reputed courier service
  • The customer must ship the product for exchange within 72 hours from the receipt of acceptance from Theo&Ash and send us a scanned copy or a photograph of the courier airway bill
  • The product sent for exchange is subject to inspection by the quality control team. Once the goods pass a basic inspection, they are formally accepted as valid for exchange and the customer is requested to confirm the address, where the new product must be delivered to
  • If the new product(s) is of a value greater than that of the exchanged product, the customer is requested to deposit the balance amount in our bank account. Details of the bank account will be sent to the customer once the inspection is completed
  • The entire process will take 7-10 business days from the date of receipt of the product sent for exchange from the customer
  • If the returned product does not pass the quality inspection of Theo&Ash, the customer is informed of the same and the goods are shipped back to the customer.
In case of any dispute the customer may write into customercare@theoandash.com and we will resolve this issue amicably.
How soon can I expect the exchanged product?
The product will be dispatched as soon as the returned item(s) has passed the inspection by our quality control department. Generally your chosen product is dispatched within 7 business days of the receipt of the product to be exchanged. In case of any unexpected delay, we will keep you informed by email.
Can I buy multiple items in exchange for a single product?
Yes. You can buy multiple products in exchange.
In case your new order is of higher value than the exchanged product, you will be required to deposit the difference amount in our bank account, the details of which will be sent to you by e mail.
Can I cancel the exchange?
If you wish to cancel your exchange order, get in touch with us through sales@theoandash.com as soon as possible with your order number. As long as your order has not been dispatched we can cancel it and refund your amount as per our returns policy.
Is exchange possible if my delivery and return addresses are different?
Yes this is possible. Please send an email to sales@theoandash.com clearly mentioning that the delivery and return addresses are different, along with the address that the required product needs to be shipped to.