RETURN & REFUND POLICY

Returns, Refunds & Exchanges Policy

Last updated: August 1, 2026

At Theseute, your satisfaction is important to us. If you experience any issues with your order, our support team is here to help.

Returns & Exchanges

Due to the nature of our products, we generally do not accept returns or exchanges for:

  • Change of mind

  • Ordering the wrong size or product variation

  • Personal preference after delivery

If you receive a damaged, defective, or incorrect item, please contact us at support@theseute.com and we'll gladly assist you.

To help us process your request, please provide:

  • Your order number

  • Clear photos showing the issue

  • Photos of the shipping label or packaging (if available)

Please do not return any products without contacting us first.

Returns sent without prior authorization may not be accepted.

Please do not send items to the address printed on the shipping label.

Refunds & Replacements

We offer a free replacement or full refund in the following situations:

  • The item arrives damaged.

  • The product is defective.

  • You received the wrong product.

  • We shipped the wrong size.

  • Your order has not arrived within:

    • 30 days for U.S. orders.

    • 60 days for international orders.
      (Processing time is not included.)

To request a refund or replacement, please email:

support@theseute.com

Our customer support team will review your request and provide an appropriate solution as quickly as possible.

Replacement Orders

Approved replacement orders follow the same production and shipping schedule as standard orders.

Customers are not charged for approved replacement orders.

Refund Processing

Once your refund request has been approved, refunds will be issued to your original payment method.

Please allow 3–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Refunds & Replacements Are Not Available For

Unfortunately, we cannot provide refunds or replacements in the following situations:

  • The wrong size was selected by the customer.

  • An incorrect shipping address was provided.

  • The customer changes the shipping address after the order has been processed or shipped.

  • The customer simply changes their mind after the order has been shipped.

  • The product is returned without prior authorization from Theseute.

  • Normal wear and tear or damage caused by misuse.

Specific Cases

Order Modifications & Cancellation

Orders may be modified or cancelled within 12 hours after they are placed.

Once an order has entered production, it can no longer be modified or cancelled.

Incorrect Size Ordered

Please review the product description and size guide carefully before placing your order.

We are unable to offer refunds or exchanges if the incorrect size was selected during checkout.

Damaged, Defective or Incorrect Items

Although uncommon, mistakes can occasionally happen.

If your order arrives:

  • Damaged

  • Defective

  • Incorrect

  • Different from what you ordered

please contact us within 30 days of delivery.

Please include:

  • Your order number

  • Clear photos showing the issue

  • Photos of the package and shipping label (if available)

Once verified, we'll gladly provide either:

  • A free replacement, or

  • A full refund.

Order Not Received

If your order has not arrived within:

  • 30 days (United States)

  • 60 days (International)

excluding processing time, please contact support@theseute.com.

After reviewing the shipment status, we'll provide either:

  • A replacement shipment, or

  • A full refund.

This policy does not apply if an incorrect shipping address was provided during checkout or if the carrier confirms successful delivery.

Tracking Shows Delivered

If your tracking information shows Delivered but you cannot locate your package, please:

  • Verify your shipping address.

  • Check around your property.

  • Ask family members or neighbors.

  • Contact your local delivery carrier.

  • Wait up to 36 hours, as some carriers mark packages as delivered before the final delivery.

If the package still cannot be located, please contact us.

After reviewing the shipment with the carrier, Theseute may offer a replacement or another appropriate resolution at our discretion.

Incorrect Shipping Address

Please carefully review your shipping address before submitting your order.

If an incorrect shipping address was provided and the package cannot be delivered, we are unable to provide a refund.

If the package is returned to the sender because of:

  • An incorrect address

  • Failed delivery attempts

  • An unclaimed shipment

we may offer to resend your order. Additional shipping charges may apply.

Refunds are not available in these situations.

Contact Us

If you have any questions about our Returns & Refund Policy, please contact us.

Theseute

Unit 1 Northgate Close
Horwich
ENGLAND BL6 6PQ
United Kingdom

Email: support@theseute.com

Customer Support Hours

Monday – Saturday
9:00 AM – 5:00 PM

We typically respond within 24 business hours.