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Store Policies

STORE POLICY

At Theo's Home Care's London Moth, we want to give our customers the most enjoyable shopping experience, one that will keep them coming back to our store time and time again. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us today!

OUR SHIPPING POLICY

How We Do It

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1. Order Processing: 

  • Timeframe: Orders are prepared between 9-5

  • Cut-off times: Orders after 5pm will be sent the next day

  • Business Days: Sun-Sun (Holidays exc)

  • Carriers: Royal Mail 48 hour tracked

3. Delivery Times:​ As above

  • Domestic (UK) only

  • Tracking will be sent on processing

6. 

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RETURNS

The Small Print

Return and Refund Policy Last Updated: August 22, 2025

 

Theo's Home Care Ltd want you to be completely satisfied with your purchase. If you’re not happy with your order, we’re here to help. This Return and Refund Policy outlines the process for returning items and requesting refunds. Please read it carefully before making a purchase.

 

1. Eligibility for Returns

  • Timeframe: Items must be returned within 30 days of the delivery date.

  • Condition: Products must be unused, in their original packaging, and in the same condition as when you received them. Items must include all original tags, accessories, and documentation. (unless otherwise agreed).

  • Proof of Purchase: A valid order number is required to process a return.

How to Return an Item

  • Contact Us: Reach out to our customer service team on here or at support@theoshomecare.co.uk or ++(0) 7400080820 to initiate a return. Provide your order number and a brief reason for the return.

  • We will provide instructions for shipping the item back.

  • Ship the Item: Package the item securely and include the order number. Ship it to the address provided within 7 days of receiving the details. Customers are responsible for return shipping costs unless the item is defective or incorrect.

  • Inspection: Once we receive and inspect the returned item (typically within 2 business days), we’ll notify you of the approval or rejection of your return.

Refunds

  • Eligibility: Refunds are issued for approved returns that meet the above conditions.

  • Refund Method: Refunds will be issued to the original payment method within 1-3 business days after approval. Shipping costs are non-refundable unless the return is due to our error (e.g., defective or incorrect item).

  • Partial Refunds: May be issued for items returned in a condition that does not fully meet our policy (e.g., missing accessories).

  • Late or Missing Refunds: If you haven’t received your refund within the stated timeframe, please check your bank account or contact your payment provider before reaching out to us on this site or support@theoshomecare or on the above number.

Defective or Incorrect Items

  • If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery. We’ll provide a prepaid shipping label and issue a full refund or replacement upon verification, at no cost to you.

  • Non-Returnable Items

  • Used products unless defective or incorrect item.

  • Contact Us If you have questions about our Return and Refund Policy or need assistance, please reach out:

  • Here on this site or support@theoshomecare or ++44(0)7400080820

  • Hours: [Monday–Saturday, 9 AM–5 PM UK time.

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Policy Accessibility

This policy is available on our website’s returns page. No login or personal information is required to view it. 

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