Refund policy

Returns, Refunds & Exchanges Policy

Because each product is custom-made specifically for you, Theseute does not accept returns or exchanges for reasons such as changing your mind or ordering the wrong size.

If you experience any issues with your order, please contact us at support@theseute.com. Our support team will be happy to help.

We will gladly replace or refund your order if you receive:

  • A damaged item

  • A defective or poor-quality print

  • The wrong item (incorrect design or product)

  • The wrong size due to our mistake

To process your request, please provide:

  • Your order number

  • Clear photos showing the issue

  • A photo of the QR code attached to the package (if available)

Please do not return any items without contacting us first. Returns sent without prior authorization may not be accepted. Also, please do not send items to the return address printed on the package.

Refunds & Replacements

We offer refunds or free replacements in the following situations:

  • The item is damaged or defective

  • The print quality is poor

  • You received the wrong design or product

  • We shipped the wrong size

  • Your order has not arrived within:

    • 30 days for U.S. orders

    • 60 days for international orders
      (excluding processing time)

Please email support@theseute.com, and our support team will arrange a replacement or refund as quickly as possible.

Replacement Orders

Replacement orders follow the same production timeline as new orders:

  • Processing: 5–7 business days

  • Shipping: 2–4 weeks

There is no additional cost for approved replacement orders.

Refund Processing

Approved refunds are processed immediately after confirmation.

Depending on your payment provider, refunds usually appear in your account within 3–10 business days.

Refunds & Replacements Are Not Available For

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

  • You ordered the wrong size

  • An incorrect shipping address was provided

  • You dislike the material, color, or style after receiving the item

  • You request changes after the order has entered production or shipped

  • The product is returned without contacting us first

Order Modifications & Cancellation

You may request changes or cancellations within 12 hours of placing your order.

Once production has started or more than 12 hours have passed, orders can no longer be modified or canceled.

Wrong Size Ordered by Customer

Because every product is made to order, we cannot offer refunds or exchanges if the wrong size was selected.

To help you choose the correct size, every product page includes a detailed Size Guide. Please review it carefully before placing your order.

Damaged, Defective, or Incorrect Items

Although rare, mistakes can happen. If you receive a damaged, defective, or incorrect item, we'll make it right.

Simply send us:

  • Your order number

  • Clear photos showing the problem

  • A photo of the package QR code (if available)

Email everything to support@theseute.com.

To qualify:

  • The claim must be submitted within 30 days of delivery

  • The product must be defective, damaged, or different from what was ordered

Once verified, we'll 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 us at support@theseute.com.

After verification, we'll issue either a replacement or a full refund.

This policy does not apply if the shipping address provided during checkout was incorrect.

Tracking Shows Delivered but Package Not Received

If your tracking status shows Delivered but you cannot locate your package:

  1. Check around your property

  2. Ask household members or neighbors

  3. Contact your local carrier

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

Depending on the circumstances, Theseute may provide a replacement at our discretion.

Incorrect Shipping Address

Please double-check your shipping address before completing your purchase.

If an order cannot be delivered because an incorrect address was provided by the customer, we cannot issue a refund.

If the package is returned to the sender due to:

  • Incorrect address

  • Failed delivery attempts

  • Unclaimed package

we may offer to resend the order once the shipping cost (if applicable) has been confirmed.

Refunds are not available in these situations.

Need Help?

If you have any questions about your order, please contact us at:

support@theseute.com

We respond to all inquiries within 1–2 business days.