Return & Exchange Policy
Thea – The House of Comfort Living
At Thea – The House of Comfort Living, every product is carefully packed and quality-checked before dispatch. If you face any issue with your order, we offer a structured return and exchange process to ensure a smooth customer experience while maintaining product hygiene and quality standards.
A. Return & Exchange Policy
We offer returns or exchanges within 3 days of delivery under the following circumstances. Please note that certain product categories, including Comforters, Floor Mats, and Luxury Bedsheets, are non-returnable except in cases where the product received is damaged, has a manufacturing defect, is incorrect, or an item is missing from the order. These exclusions are clearly mentioned on the respective product pages.
• Product received is damaged
• Product has a manufacturing defect
• Product received is incorrect
• Item missing from the order
A.0. Non-Returnable Product Categories
To maintain hygiene standards and due to the nature of certain products, the following product categories are not eligible for return, exchange, or refund unless the product received is damaged, defective, incorrect, or an item is missing from the order:
- Comforters
- Floor Mats
- Luxury Bedsheets, embroidery bedsheets
The non-returnable status of these products is clearly mentioned on the respective product pages before purchase. By placing an order for these products, the customer acknowledges and agrees to this condition.
Returns or exchange requests for these categories based on reasons such as change of mind, personal preference, incorrect selection, size preference, color preference, or any other non-quality-related reason will not be accepted.
A.1. Return & Exchange Request Rejection Conditions
Thea – The House of Comfort Living reserves the right to reject any return, exchange, replacement, or refund request under the following circumstances:
A.1.1 Customer Selection Errors
Returns, exchanges, replacements, or refunds may not be approved if:
• The customer orders the wrong size, dimensions, variant, or color by mistake.
• The customer wishes to exchange the product for a larger size, smaller size, different color, different design, or different variant after delivery.
• The customer places an order without reviewing the product specifications, dimensions, size details, product description, or images provided on the product page.
• The customer misinterprets or misunderstands information that has been clearly disclosed on the product page, size chart, product images, FAQs, policies, or other website content.
A.1.2 Product Expectations & Preference-Based Reasons
Returns or exchanges may be rejected if the request is based solely on personal preference, including but not limited to:
• Change of mind after purchase.
• Customer does not like the color, design, print, pattern, texture, fabric feel, softness level, or appearance of the product.
• Customer expected the product to look different despite accurate product descriptions and images being provided.
• Customer believes the product does not match their room décor, furniture, mattress size, or personal aesthetic preference.
Return Window
Customers must raise a return or exchange request within 3 days (72 hours) from the time of delivery.
Requests raised after 3 days will not be accepted under any circumstances.
Mandatory Proofs Required
To process a return or exchange request, the following proofs may be required:
1. Photographs
• Clear images of the product
• Photo of the outer packaging with shipping label visible
• Additional images clearly highlighting the issue (if applicable)
2. Unboxing Video (Strongly Recommended)
• A clear video showing the sealed package being opened
• Packaging and product condition should be clearly visible
Note: Requests without sufficient proof in case of damage, defect, or incorrect product may not be approved.
Product Condition for Returns
Returned products must meet the following conditions:
• Product must be unused and unwashed
• Product must be returned in original packaging
• Tags and labels must be intact
• Product must not be altered, damaged, washed, or mishandled
Returns may be rejected if the above conditions are not met.
Return & Exchange Fees (Where Applicable)
There is no cost charged for Returns and exchanges made due to the above mentioned reasons.
In cases where returns or exchanges are approved for any other conditions or at will of the customer:
• A return or exchange fee of up to 20% of the total order value may be applied.
• Forward and reverse shipping charges along with Partial COD charged, if any, are non-refundable.
• The applicable fee amount will be deducted from the refund or store credit amount.
Please note: Returns/exchanges are free only one time for the mentioned conditions in the policy. In case, return or exchange is done more than once, forward and reverse shipping charges to be borne by customer.
B. Replacement / Refund Fulfilment
After verification and approval:
• Exchange:
Exchanges are only dispatched once the return product is received in our warehouse and upon successful quality check done. This may take 2-3 working days from the date of return is delivered to our warehouse. Replacement product will be dispatched on successful QC pass status.
• Refund:
Refunds are only processed after the return product is received in our warehouse and upon successful quality check done. This may take 2-3 working days from the date of return is delivered to our warehouse. Refund will be processed to the original payment method for prepaid orders.
• COD Refund:
In case of COD orders, refunds will strictly be credited in store credit/gift voucher only after deduction of partial COD charges or shipping charges, if any.
Refund processing timeline:
5–7 business days after the product is received and inspected at our warehouse.
If the same product or variant is out of stock, we may offer:
• Store credit, or
• Alternate product of equal value
C. Cancellation Policy
C-1. Cancellation Before Shipping
Orders can be cancelled only before dispatch. In case the order is dispatched, cancelation is not allowed.
Customers can cancel by:
- Contacting customer support via email at care@thealiving.in
- Calling or by sending a WhatsApp on the helpline number - Click to chat
Refunds will be processed to the original payment method within 5-7 business days.
C-2. Cancellation After Shipping
If the order has already been shipped but not delivered:
• Please contact our support team
• You may refuse the order at the time of delivery
Once the shipment returns to our warehouse:
• Refund will be initiated within 5–7 business days
Shipping & Partial COD charges are non-refundable.
D. Order Misuse & Abuse Protection
To protect product quality and prevent policy misuse, Thea Living reserves the right to:
• Reject return or exchange requests in case of repeated return behaviour
• Deny service in cases of suspected misuse or policy abuse
• Cancel promotional orders suspected to be fraudulent
• Restrict or block accounts suspected of excessive returns
• Cancel bulk or suspicious orders placed for resale purposes
D. Product Variation Disclaimer
Due to differences in:
• Screen resolution
• Device display settings
• Lighting conditions during photography
• Fabric and printing processes
Slight variation in color, texture, print placement, or finish may occur.
Such variations:
• Are not considered manufacturing defects
• Are not eligible for return or replacement
Size variations of up to ±2–3% may occur due to manufacturing processes and are considered acceptable.
F. Hygiene & Usage Disclaimer
For hygiene and product integrity reasons:
• Used, washed, or soiled products will not be accepted for return or exchange
• Products showing signs of usage, washing, or fragrance will be rejected
• Refunds will not be processed for products failing hygiene checks
Need Assistance?
📩 Email: care@thealiving.in
📱 Customer Support / WhatsApp: Click to Chat
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