Last updated: June 29, 2025
At Tolame, your satisfaction is our priority. If for any reason you are not completely happy with your purchase, we offer a fair and transparent Return & Refund Policy to assist you.
1. Return Eligibility
You may request a return within 28 days of receiving your order.
To qualify for a return, the item must meet all of the following conditions:
- Unused and in its original condition
- Includes all original packaging, tags, and accessories
- Free from any signs of wear, damage, or alteration
Returns that do not meet these conditions may be declined.
2. How to Initiate a Return
To begin the return process:
- Email our customer service team at support@tolame.com
- Include your order number, reason for return, and photos (if applicable)
- We will respond with return instructions and a Return Authorization Number
Returns without prior authorization may not be accepted.
3. Return Shipping Costs
- Customers are responsible for the cost of return shipping.
- We recommend using a trackable shipping method to ensure safe delivery.
- We are not responsible for lost or undelivered return shipments.
4. Refund Process
Once we receive and inspect your returned item, you will receive an email notification of the approval or rejection of your refund.
If approved:
- The refund will be issued to your original payment method
- Please allow 4–8 business days for the refund to appear, depending on your bank or card provider
Note: Shipping fees are non-refundable, unless the return is due to our error or a defective product.
5. Defective or Damaged Items
If you receive a defective, damaged, or incorrect item:
- Contact us immediately at support@tolame.com
- Provide your order number and photos of the item
We will offer a replacement (if available) or a full refund, depending on your preference and product availability. In such cases, we will cover all return shipping costs.
6. Exchanges
At this time, we do not support direct exchanges.
If you wish to receive a different item (e.g., size or color):
- Please return your item for a refund
- Place a new order for the desired product separately
7. Exceptions and Non-Returnable Items
For hygiene and safety reasons, certain items may not be eligible for return. These will be clearly marked as final sale or non-returnable at the time of purchase.
8. Need Help?
If you have any questions about this policy or your specific order, please don’t hesitate to contact our customer service team:
Email: support@tolame.com