Returns & Refunds

Our return and refund policy, explained clearly.

Overview

We want you to be happy with every purchase. This policy explains when returns are accepted, how refunds are processed, and how to request a return. Please read it carefully before contacting us, and reach out any time if you have questions.

Exceptions — When We Accept Returns

We will accept returns and provide a full refund only in the following circumstances:

Situation Our Resolution Return Shipping
Item arrived damaged or defective Full refund or replacement Paid by us
Wrong item was sent Full refund or correct item sent Paid by us
Item significantly not as described Full refund Paid by us

Returns We Do Not Accept

The following situations are not eligible for return or refund:

  • Customer changed mind or no longer wants the item
  • Item was purchased as a gift and recipient does not like it
  • Minor variations in color or appearance from product photos
  • Items returned without prior authorization from us
  • Items returned more than 14 days after delivery
  • Items showing signs of wear or use

Return Timeframe

All return requests must be submitted within 14 days of delivery. Returns requested after this period will not be accepted under any circumstances.

Refund Process

Once we receive and inspect your returned item, we will process your refund within 5–7 business days. Refunds are issued to the original payment method only.

  • Original shipping costs are non-refundable unless the return is due to our error
  • Refunds will appear on your statement within 5–10 business days depending on your bank

How to Request a Return

To request a return authorization please contact us before shipping anything back:

  1. Step 1: Email hello@tovu.com with your order number and photos of the issue
  2. Step 2: Wait for written return authorization from our team
  3. Step 3: Ship item back using the instructions provided
  4. Step 4: Receive your refund within 5–7 business days of our receipt

Items returned without prior authorization will not be accepted.

Dispute Resolution

We are committed to resolving any issue directly with our customers. Before initiating a chargeback or payment dispute with your bank or card issuer, we strongly encourage you to contact us directly at hello@tovu.com or +1 800 555 8688. We will work with you to find a fair resolution promptly. Most issues are resolved within 24–48 hours of contact.

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