Thank you for choosing TOVELIN! We are committed to making sure your shopping experience is seamless from start to finish. If your order does not arrive exactly as expected, our dedicated support team is ready to resolve the issue quickly and efficiently.
1. 30-Day Policy Window
You have up to 30 days after the confirmed delivery date of your package to request a return, replacement, or refund.
2. Damaged or Defective Items
If your item arrives broken or gets damaged during shipping, we will immediately send a brand-new replacement or issue a full refund at absolutely no extra cost to you.
3. Incorrect Orders
In the event you receive an item that doesn't match your original order—such as the wrong color, size, or model—we will gladly provide a full refund or ship the correct product completely free of charge.
4. Order Errors & Accidental Purchases
If you realize you made a mistake while placing your order, please reach out to us right away at hello@tovelin.com. We can easily cancel or modify orders that are still at our facility. However, once your package has been shipped, we are unable to make any changes, and we cannot accept returns or issue refunds for accidental purchases after dispatch.
5. Change of Mind Policy
While we are quick to fix issues regarding damaged or incorrect items, we do not process returns or refunds for a simple change of mind. Because TOVELIN covers significant logistics costs to offer FREE shipping worldwide to all our customers, we cannot accommodate non-essential returns. We appreciate your understanding that a valid reason—such as a product defect or receiving the wrong item—is necessary for a return request.
6. European Union Right of Withdrawal
Shoppers located within the European Union have a statutory right to cancel their purchase within 30 days of receiving the final package of their order.
How to exercise this right: Simply email hello@tovelin.com with your order details and a clear message stating you wish to withdraw.
Cancellations: EU customers can cancel any order before it is fulfilled by contacting our team immediately.
Refund Timeline: Once you submit a formal withdrawal notice, your refund will be processed within 14 days. We fully cover return shipping and will arrange a pickup directly from your address at zero cost.
7. Filing a Return or Replacement Request
To initiate a claim, please email clear photos or a short video showing the condition of the received item and packaging to hello@tovelin.com. Our support team will review your submission within 24 to 48 hours and follow up with a confirmation email regarding your approved refund or replacement.
8. Processing Reimbursements
All refunds are securely processed via Shopify Payments. Once our team authorizes the refund, the funds are sent back to your original payment method, typically arriving within 2 to 10 business days. If you do not see the credit on your bank statement after 10 full days, please contact hello@tovelin.com so we can look into it.
9. Return Logistics
Since we ship from multiple global warehouses, our team will review your specific situation before providing return instructions. If we require the item to be physically returned, you will never pay any hidden fees. We arrange convenient home collections through services like packagesender.com for faulty or incorrect items, making the process completely hassle-free for you.
If you have any other questions or need direct assistance, please feel free to email us at hello@tovelin.com. We truly value your trust in TOVELIN and are here to guarantee your satisfaction.