Return Policy

At Theisys, we want you to feel comfortable with your purchase. We understand that sometimes an item may not be quite what you expected once it arrives, and we're here to make the return process as clear and straightforward as possible.

If you decide that your purchase isn't the right fit for your home, you may request a return within 14 days of receiving your order, provided that the item meets the conditions outlined below.

Return Window

You have 14 days from the date your order is delivered to contact us and request a return.

If more than 14 days have passed since your order was delivered, we may not be able to accept the return. For this reason, we recommend contacting us as soon as you know you would like to return an item.

Please note that sending an item back without first contacting our team may delay the return or result in it not being accepted.

Return Conditions

To help us process your return smoothly, returned items should meet the following conditions:

• The item should be unused and in its original condition.
• The item should be returned with its original packaging and any included accessories or parts, where applicable.
• Products should be clean and free from damage, stains, odors, or signs of use.
• Keep any product labels, tags, or other original materials attached, where applicable.
• Pack the item securely to protect it during return shipping.

For artificial flowers, vases, baskets, and other home décor items, please take particular care when repacking the product. Some items may be delicate, and appropriate packaging can help prevent additional damage during transportation.

Items that have been used, altered, damaged after delivery, or returned without the original components may not qualify for a refund.

How to Start a Return

We've kept the return process simple. Please follow these steps:

Step 1 — Contact Us

Email our customer care team at theisysofficial@hotmail.com within 14 days of receiving your order.

Please include your order number, the item you would like to return, and the reason for the return. If the item arrived damaged, defective, or different from what you ordered, please include clear photos so that we can better understand the situation.

Step 2 — Wait for Return Instructions

Once we receive your request, our team will review the information and get back to you with the next steps.

If your return is approved, we will provide the appropriate return instructions and return address. Please do not send your package to an address obtained from an old order or from another source, as the return address may vary depending on the circumstances.

Step 3 — Carefully Pack Your Item

Please place the item securely in its original packaging whenever possible. If the original packaging is no longer available, please use suitable protective packaging to help keep the product safe during transportation.

For fragile items such as vases, taking extra care with protective wrapping is especially helpful.

Step 4 — Ship the Return

After receiving our return instructions, send the package using a trackable shipping service whenever possible.

Please keep your shipping receipt and tracking information until we've fully processed your return. This information may be helpful if the package is delayed or becomes difficult to locate during transit.

Step 5 — Return Review & Refund

Once your returned item arrives, our team will inspect it to confirm that it meets the return conditions.

After the return has been approved, your refund will be processed to the original payment method used for the purchase.

Refunds

Once we receive and approve your return, we will begin processing your refund.

Depending on your bank, card issuer, or payment provider, it may take several additional business days for the refunded amount to appear in your account.

Timing can vary by payment provider, so please allow additional processing time after we confirm your refund has been issued.

If you receive confirmation that your refund has been processed but don't see it after the appropriate processing period, please contact us, and we'll be happy to help.

Return Shipping Costs

Unless an item arrives damaged, defective, or incorrect, return shipping costs are generally the customer's responsibility.

Original shipping charges, where applicable, may not be refundable for a return due to personal preference, change of mind, or other reasons unrelated to a product issue.

If you receive an item that is damaged, defective, or different from what you ordered, please contact us before sending it back. We'll review the situation and provide appropriate assistance.

Damaged, Defective, or Incorrect Items

We understand how disappointing it can be to receive an item that has been damaged during delivery or isn't the item you ordered.

If your order arrives damaged, defective, or incorrect, please get in touch with us as soon as possible at theisysofficial@hotmail.com.

Please include:

• Your order number
• A brief description of the issue
• Clear photos of the item
• Photos of the outer packaging, if the package appears to have been damaged during delivery

Please keep the item and its packaging until we have reviewed your request. This information helps us understand what happened and determine the most appropriate solution.

Depending on the circumstances, we may offer a replacement, refund, or another suitable resolution.

Items That Cannot Be Returned

For hygiene, safety, product condition, or other practical reasons, certain items may not be eligible for return.

Returns may not be accepted for items that:

• Have been used or altered after delivery
• Show signs of wear, damage, stains, or other use
• Are missing original components or accessories
• Are returned outside the 14-day return period
• Were damaged due to improper handling or use after delivery

If you are unsure whether your item qualifies for a return, please get in touch with us before sending it back. We're always happy to review your situation.

Important Note

Please do not return an item before receiving return instructions from our customer care team. Sending a package without prior approval may make it difficult for us to identify and process your return.

Return eligibility is determined based on the condition of the item and the circumstances of the return.

Contact Us

If you have any questions about a return, please don't hesitate to reach out.

Email: theisysofficial@hotmail.com

Phone: +1 515 491 5082

Our team is available Monday–Friday, 9:00 AM–5:00 PM (CST) and generally responds within 1–2 business days.

We know that returns are sometimes simply part of shopping online, and we want the process to feel as easy and understandable as possible. If something doesn't work out, just let us know — we'll be glad to help you through the next steps.

Thank you for choosing Theisys.