An article that covers everything about THELO's refund, replacement, and return policies.

You may be wondering what exactly the process is for requesting a refund or returning/exchanging a product from THELO. We want your order fulfillment process to be as smooth as possible so we've covered everything you need to know about refunding, returning, and exchanging products below.

Subscriptions

THELO will issue a refund for the most recent subscription charge if:

1. The refund request is made within 2 days of the charge.
2. You have not used any order credits to fulfill orders.

Order Credits

1. Order credits received via promotions are non-refundable and non-transferrable.
2. Order credit top-ups are refundable on a case by case basis.

Shipped Orders

- Returns:

For orders made through , we don’t require anyone to return anything. Shipping an item back to the warehouse is very expensive so it doesn’t make sense to do that. We’ll always issue you a refund for so long as it's within 14 days of delivery and there is proof of refund.

- Refunds:

For shipped orders, THELO will issue a refund if there is proof of refund, and it is within 10-15 days of the order being delivered.

- Replacements:

If a product is delivered damaged or defective, you must send us a high-quality image or video of the damage or defect in order for a replacement to be issued. If your order has been in transit longer than 5 days outside of the estimated delivery window of the country the order is being shipped to, conntact with our team support at thelo.theoriginal@gmail.com.

Processing time (the amount of time it takes to issue a tracking code and ship the order) is separate from shipping time.

Lost or Stolen Packages

For lost in transit or stolen packages, there's two options available to you. We can either refund you for the entire order OR we will ship out a single replacement per order, free of charge -- it's completely up to you.