Refund policy

We are committed to providing you with high-quality products and a seamless shopping experience. If you are not completely satisfied with your purchase, please review our refund policy below.

  1. Refund Eligibility To be eligible for a refund, your item must be returned within the specified return period, which is typically 30 days from the delivery date. The item must be unused, unwashed, and in the same condition that you received it, with all original tags and packaging intact.

Please note that certain items may be ineligible for a refund due to hygiene reasons, such as undergarments, swimwear, and personal care items. Customized, personalized, or final sale items are also not eligible for a refund.

  1. Refund Process To request a refund, please follow these steps:

a. Contact our customer service team via email or phone, providing your order number, the item(s) you wish to return, and the reason for the return.

b. Our customer service team will provide you with a Return Merchandise Authorization (RMA) number and return shipping instructions. Please do not send items back to us without obtaining an RMA number, as this may result in delays or refusal of your refund.

c. Pack the item(s) securely in the original packaging, if possible, and include a copy of your invoice or order confirmation, along with the RMA number. Clearly write the RMA number on the outside of the package.

d. Ship the item(s) back to us using a trackable shipping method. You will be responsible for the return shipping costs unless the return is a result of our error (e.g., you received a damaged or incorrect item). We are not responsible for lost or damaged return shipments.

  1. Refund Approval Once we receive and inspect your returned item(s), we will notify you via email of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within a certain number of days, depending on your payment provider's policies.

Please note that shipping costs are non-refundable unless the return is due to our error.

  1. Late or Missing Refunds If you haven't received a refund yet, first check your bank account or credit card statement. It may take some time before your refund is officially posted. If you've done this and still have not received your refund, please contact our customer service team for assistance.

  2. Partial Refunds In some cases, we may issue a partial refund for items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error. The amount of the partial refund will be determined at our discretion.

If you have any questions or concerns about our refund policy, please contact our customer service team at customerservice@teddyondoella.com. We are here to help!