Refund Policy

Theora – Shipping, Return & Refund Policy

At Theora, we strive to ensure that every order reaches our customers safely and in good condition. This policy explains our delivery verification process and the procedures for reporting issues, returns, replacements, and refunds.

1. Delivery Verification and Product Inspection

1.1 OTP Verification

At the time of delivery, the delivery executive may request the One-Time Password (OTP) sent to your registered mobile number to confirm receipt of your order.

1.2 Inspect Your Package Before Confirming Delivery

Customers are encouraged to inspect the outer packaging and product before sharing the OTP or confirming successful delivery.

We strongly recommend recording a continuous unboxing video while opening the package. The video should clearly show the shipping label, outer packaging, seals, opening process, and items received.

Please check for any visible damage, tampering, missing products, or discrepancies in your order.

1.3 Verify Your Order Contents

After opening the package, check that the products and quantities received match your order confirmation. Please retain the original packaging until you have verified that your order is complete and in good condition.

1.4 Damaged, Opened, or Tampered Packages

If your package appears damaged, opened, tampered with, or otherwise compromised, you should:

  • Refuse the delivery and inform the delivery executive of the reason; or
  • If you choose to accept the package, request that the delivery issue be recorded in the Proof of Delivery (POD) remarks. Clearly describe the problem and retain photographs or other available evidence.

Theora may coordinate with Shiprocket and the relevant courier service to investigate delivery-related concerns.

2. Missing, Damaged, or Incorrect Items

If your order contains missing items, damaged products, incorrect quantities, or signs of tampering, please contact our support team as soon as possible.

To help us assess your complaint, please provide the following wherever applicable:

  • Your order ID and registered contact details.
  • A clear photograph of the package and shipping label.
  • Photographs showing any visible damage or discrepancies.
  • A negative POD image or delivery remarks, if recorded.
  • A continuous 360-degree unboxing video showing the outer package, shipping label, opening process, and contents received.

Please retain the product and its original packaging until our support team advises you on the next steps.

3. Delivery Refusal and Claim Resolution

If a delivery is refused because of a genuine delivery-related issue, or a negative POD is recorded, Theora will review the complaint and available supporting evidence.

We may coordinate with Shiprocket and the relevant courier service to examine shipping records, delivery information, and the circumstances of the complaint.

If the claim is verified, an appropriate resolution may include:

  • Reshipment of missing items.
  • Replacement of the affected product.
  • A refund, where applicable under this policy and relevant law.

  • Store credit or a coupon may be offered, subject to availability and the customer's acceptance.

    The resolution will depend on the nature of the issue, product availability, investigation findings, and applicable consumer protection requirements.

4. Claims Without an Unboxing Video or Negative POD

Customers are encouraged to document delivery issues when receiving their orders. A negative POD and an unboxing video can help establish the condition of the package and its contents at the time of delivery.

If these records are unavailable, Theora may request alternative evidence, including photographs, courier records, and other relevant information, to assess the complaint.

The absence of a negative POD or unboxing video may affect the verification process but will not automatically exclude rights or remedies available under applicable law.

5. Complaint Reporting Period

Please report missing, damaged, incorrect, or tampered items to **support@theora.in within 48 hours of delivery**.

Your complaint should include your order ID, a description of the issue, and any supporting photographs or videos available.

Our team will review your submission and communicate the next steps. Additional information may be requested where reasonably necessary to investigate the claim.

Prompt reporting helps us coordinate with Shiprocket and the relevant courier service while delivery records and supporting evidence are available.

6. Delivery Confirmation and Alternate Recipients

Delivery may require confirmation through an OTP, signature, or another verification method used by the courier service.

If you authorize a family member, friend, colleague, neighbour, or another person to receive your order, please ask them to inspect the package and follow the recommended verification procedure.

If an issue is reported after an alternate recipient accepts the order, Theora will assess the complaint using the available evidence and delivery records. Acceptance by another recipient does not remove any rights available under applicable consumer protection laws.

7. Shipping and Handling Charges

Shipping and handling charges may vary depending on the product, package weight, dimensions, destination, and applicable logistics rates.

Any applicable charges will be displayed at checkout before payment is completed.

Theora uses Shiprocket for logistics coordination and shipment management. The actual delivery may be handled by a courier service assigned to the shipment through Shiprocket.

Delivery timelines and tracking updates may depend on the destination, courier operations, and other circumstances affecting transit.

The treatment of shipping charges in the event of a return, cancellation, replacement, or refund will be determined in accordance with the applicable order terms and consumer protection requirements.

8. Returns and Refunds

8.1 Return and Product Inspection

For complaints involving damaged, defective, incorrect, or incomplete orders, Theora may arrange a return or request that the affected product be made available for inspection.

Where a return and inspection are necessary and legally permissible, the refund or replacement process will proceed after the returned product has been received and assessed.

Our team will communicate the applicable return instructions and collection arrangements. This procedure will not override any remedy required under applicable law.

8.2 Investigation of Delivery Disputes

Theora may investigate disputed deliveries in coordination with Shiprocket and the relevant courier service. The investigation may include a review of order details, photographs, unboxing videos, POD records, shipping information, and delivery confirmation.

The outcome will be determined based on the available evidence, the nature of the complaint, and applicable consumer protection requirements.

8.3 Refund Processing Timeline

Once a refund has been approved and the complaint has been resolved, Theora will initiate the refund within 15 business days, subject to applicable law and payment-provider procedures.

The time taken for the funds to reflect in your account may vary depending on your bank, payment method, or payment service provider.

9. Contact Us

For assistance with shipping, delivery, returns, replacements, or refunds, please contact us:

Brand: Theora
Email: support@theora.in
Logistics Partner: Shiprocket

Please include your order ID in all order-related communications to help us resolve your concern efficiently.

10. General Terms

Theora aims to maintain a transparent and fair process for handling delivery issues and refund requests. Each complaint will be assessed according to its circumstances, available evidence, and applicable laws.

Nothing in this policy is intended to restrict any consumer right or remedy that cannot legally be excluded.

Thank you for choosing Theora.