Refund & Returns Policy

At Theonexa, we aim to provide quality modular kitchen accessories, kitchen hardware, and storage solutions that meet your expectations. We carefully process and pack orders before dispatch. However, if you receive a damaged, defective, incorrect, or incomplete product, we are here to help.

Please read the following Refund & Returns Policy carefully before placing an order.

1. Eligibility for Returns

A return or replacement request may be accepted in the following situations:

• The product received is defective or has a manufacturing issue.

• The wrong product or variant was delivered.

• The order is incomplete, or certain components are missing.

• The product received is materially different from the product ordered.

The product must be unused and in its original condition, packaging, and components, unless the issue itself makes the product unusable.

2. Return Request Period

Customers should inspect their order immediately after delivery and notify Theonexa of any damage, defect, incorrect product, or missing item within 48 hours of delivery.

Return or replacement requests submitted after this period may not be accepted unless otherwise required under applicable law or approved by Theonexa .

3. How to Request a Return

To request a return, replacement, or refund, please contact us with:

• Order number

• Customer name

• Registered phone number or email address

• Product name

• Reason for the return

• Clear photographs of the product

• Photographs of the packaging, where applicable

• Video evidence, if requested by our support team

Our team will review the request and inform you whether the product qualifies for a return, replacement, or refund.

Contact Theonexa:

Phone: +91 82877 90595
Email: theonexa19@gmail.com

4. Damaged Products

If your package or product appears damaged at the time of delivery, please take photographs or a video of the package and product before installation or use.

If possible, retain the original packaging until your return or replacement request has been resolved.

Damage claims may be rejected if the product has already been installed, modified, repaired, or otherwise altered without prior approval from Theonexa.

5. Incorrect Products

If you receive a product different from the one ordered, please contact us within the return request period.

After verification, Theonexa may arrange a replacement with the correct product or provide another appropriate resolution.

The incorrect product should remain unused and should be returned in its original packaging wherever possible.

6. Defective Products

If a product has a manufacturing defect, please contact us with photographs, videos, order details, and a description of the issue.

Our team may request additional information or inspect the product before approving a replacement or refund.

Products damaged due to improper installation, misuse, negligence, unauthorized modification, excessive force, or normal wear and tear may not qualify as manufacturing defects.

7. Products That May Not Be Eligible for Return

Returns may not be accepted for products that:

• Have been installed or assembled incorrectly.

• Have been modified, altered, drilled, cut, repaired, or otherwise changed.

• Have been damaged after delivery due to misuse or negligence.

• Show signs of normal wear and tear.

• Are returned without required components or accessories.

• Are returned without original packaging where such packaging is reasonably required.

• Have been damaged due to improper storage or handling after delivery.

• Are returned after the applicable return period.

8. Installation and Returns

Many Theonexa products are kitchen hardware and storage accessories intended for installation in modular kitchens and cabinets.

Customers should verify product dimensions, specifications, compatibility, and installation requirements before purchase.

Once a product has been installed, return or replacement eligibility may be limited, particularly where the issue is related to incorrect measurements, cabinet compatibility, installation, or modification.

Theonexa is not responsible for installation costs, removal costs, carpenter charges, or other third-party service costs unless expressly agreed in writing.

9. Change of Mind / Incorrect Selection

Customers should carefully check the product name, dimensions, variant, finish, and other specifications before placing an order.

A return request based solely on a change of mind, incorrect measurements, incorrect product selection, or incompatibility with the customer’s cabinet or kitchen may not be accepted.

Where Theonexa agrees to accept such a return, applicable shipping, handling, restocking, or other charges may be deducted from the refund.

10. Return Shipping

Where the return is due to a verified defect, incorrect product, or damage attributable to Theonexa or the delivery process, Theonexa may arrange or provide instructions for the return.

For other approved returns, the customer may be responsible for applicable return shipping and handling costs.

Customers should not send products back without receiving return instructions from Theonexa.

11. Replacement

Where a replacement is approved, Theonexa will make reasonable efforts to provide the same product or an appropriate replacement, subject to availability.

If the same product is unavailable, Theonexa may offer an alternative solution, refund, or other appropriate resolution.

Replacement timelines may vary depending on product availability and logistics.

12. Refunds

If a refund is approved, the refund will generally be processed after the returned product has been received and inspected, where applicable.

Refunds may be issued through the original payment method or another suitable method, depending on the payment method used and applicable circumstances.

The time required for the refund to appear in the customer’s account may depend on the payment provider, bank, or financial institution.

13. Refund Deductions

Where applicable, the refund amount may be adjusted for:

• Return shipping charges

• Delivery or handling charges

• Restocking charges

• Damage caused after delivery

• Missing components or accessories

• Other charges communicated to the customer before processing the return

No deduction will be made where prohibited by applicable law.

14. Cancellation of Orders

Customers should contact Theonexa as soon as possible if they wish to cancel an order.

Cancellation requests are subject to the order’s processing and dispatch status.

If an order has already been processed, packed, dispatched, or delivered to the logistics provider, cancellation may no longer be possible. In such cases, the customer may need to follow the applicable return procedure.

15. Products Received With Missing Parts

If any component, fitting, accessory, or part appears to be missing from your order, contact Theonexa with your order details and photographs of the received package and contents.

After verification, we may arrange for the missing component to be supplied where applicable.

16. Exchange Policy

An exchange may be offered for an eligible product where the issue is attributable to a verified defect, incorrect product, or other approved reason.

Exchange requests are subject to product availability and inspection.

A product should not be installed or modified before an exchange request is approved.

17. Inspection and Approval

Submitting a return request does not automatically mean that the return has been approved.

Theonexa  may inspect the product, photographs, packaging, order details, and other relevant information before approving a return, replacement, exchange, or refund.

The final resolution will be communicated to the customer after review.

18. Delivery and Transit Issues

Delivery timelines may be affected by logistics providers, weather, transportation disruptions, public holidays, operational issues, or other circumstances beyond Theonexa reasonable control.

A delivery delay by itself does not necessarily qualify an order for a refund or return.

Customers should contact us if an order appears significantly delayed or if tracking information indicates a delivery issue.

19. Warranty

Where a specific product carries a manufacturer’s warranty or product warranty, the applicable warranty terms will apply.

A warranty does not automatically cover damage resulting from improper installation, misuse, unauthorized modification, negligence, accidental damage, or normal wear and tear.

Please refer to the applicable product information for any warranty details.

20. Fraudulent or Abusive Return Requests

Theonexa reserves the right to investigate return requests and take appropriate action where there is evidence of fraudulent, abusive, or repeated misuse of the return process.

This may include refusal of a return request where permitted by applicable law.

21. Important Notice for Customers

Before installing any kitchen accessory or hardware product, customers should confirm:

• Cabinet dimensions

• Product dimensions

• Required installation space

• Product compatibility

• Opening and clearance requirements

• Installation requirements

Theonexa will not be responsible for costs resulting from incorrect measurements, incompatible cabinet structures, incorrect product selection, or improper installation, except where required by applicable law.

22. Changes to This Policy

Theonexa may update or modify this Refund & Returns Policy from time to time.

Any changes will become effective when the revised policy is published on the website.

Customers are encouraged to review this page periodically for the latest information.

23. Contact Us

For questions regarding refunds, returns, replacements, exchanges, damaged products, or order issues, please contact us:

Theonexa

Address:
Mundka, Delhi-110041

Phone: +91 82877 90595

Email: help@theonexa.com

GSTIN/UIN: 07EZPPR9407G1ZP