At Tolame, we want you to be confident in your purchase. If you are not satisfied with your order, we offer a 28-day return and refund policy. Please read the following terms carefully to understand the conditions and procedures for returns, refunds, and exchanges.
1. Non-Returnable Items
The following items are not eligible for return, except in the case of defects or delivery errors:
- Customized or personalized items
- Sale or clearance items
2. Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 48 hours of delivery. To process a refund or replacement, we may require:
- A description of the issue
- Photos of the damaged or incorrect item
- Retention of original packaging
Once the issue is verified, we will arrange for a replacement or issue a full refund.
3. Defective Products
If a product is defective, please notify us within 28 days of receiving your order. We will provide a replacement or refund after reviewing the claim.
4. Return Eligibility
You may return eligible items within 28 days from the date of delivery, provided that:
- The item is unused, undamaged, and in its original condition
- All original packaging, tags, and accessories are included
- A valid proof of purchase is provided
Returns that do not meet these conditions may not be accepted.
5. Return Shipping Costs
If the return is not due to a product defect or shipping error, the customer is responsible for all return shipping costs. This includes returns for:
- Change of mind
- Incorrect item ordered by the customer
- Any other reason not caused by Tolame
We do not provide prepaid return labels for non-defective items. We recommend using a trackable shipping service and retaining the shipment receipt. Tolame is not responsible for return items lost in transit.
6. How to Initiate a Return
To request a return, please email [email protected] with:
- Your order number
- The item(s) you wish to return
- The reason for return
Our customer support team will provide return instructions and the return address.
7. Refund Processing
Once your returned item is received and inspected:
- You will be notified of the return status
- If approved, a refund will be issued to your original payment method
- Refunds typically take 5–8 business days, depending on your payment provider
8. Late or Missing Refunds
If you have not received your refund within 8 business days of approval:
- Contact your bank or payment provider for updates
- If the issue persists, contact us at [email protected]
9. Exchanges
To exchange an item, please follow the standard return process. Once the return is approved, you may place a new order for the desired product.
10. Warranty
Products sold by Tolame come with a limited warranty. The warranty period and coverage vary by product and are outlined on the respective product pages. For warranty support, contact [email protected] with your order details and issue description.
11. Contact
For any questions or concerns regarding this policy, please contact us:
Email: [email protected]