REFUND & RETURN POLICY

CANCELLATIONS

At Threo, we offer immediate order cancellations up to a limit of 24 hours after purchase. If you change your mind within that time, message us at [email protected], and we will cancel the order and refund you in full as soon as we receive your request. Please note that an order cannot be cancelled after it has been taken into processing.

RETURNS AND REFUNDS

When you shop at Threo, you can return your purchase within 30 days of receiving your goods, provided the product is undamaged and in its original packaging. Please, take reasonable care of the product(s) you wish to return or exchange. They should be returned unopened, unused, and in their original condition.

The customer is responsible for the shipping cost of the return. We recommend asking the shipping carrier for proof of posting and ensuring the return is shipped. You are under a duty to take reasonable care of the goods. You will be liable for any damage until we receive them at our warehouse.

Upon receiving the returned product, if it is undamaged, we will refund the money, which will be credited to the customer’s account within five working days. We will send a confirmation letter to the customer, informing them of the successful return and refund.

Please note that the order cannot be fully refunded if the product or packaging is damaged. The value of the damage will be deducted from the refund amount. All returns must include the original invoice or a note referencing your full name, the email you provided in the order, and the order ID.

REFUND CONDITIONS & TIMEFRAMES

If the received item is damaged, you must send a photo to our email within 14 days of receiving the goods. After reviewing the case, we will refund the money within five working days.

In different situations, the refund amounts may vary:

1. Full refund: A full refund will be issued if the order is cancelled within 24 hours of purchase or if the returned item is undamaged and in its original packaging.
2. Partial refund: If the returned item has damaged packaging or the product itself is damaged, the refund amount will be reduced according to the value of the damage. The exact deduction will be determined upon receiving the returned item and assessing its condition.

All returns must include the original invoice or a note referencing your full name, the email you provided in the order, and the order ID.

Refunds will be processed based on the original payment method used for the purchase. If you paid by credit or debit card, refunds would be sent to the card-issuing bank within five business days of receipt of the returned item. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

Return Address: Unit 1/37 Pine St, Hawthorn VIC 3122, Australia