TONOL collective Return and Exchanges Policy

Last Updated: January 1, 2025

RETURN

We are sorry to hear that you would like to return your items.

To request a return, please contact us within 7 days from the date of delivery of your order. Please note that even if the item is eligible for return or exchange due to defects, we cannot accept returns or exchanges without prior contact. If you send back an item without contacting us in advance, we may return the item at your expense or dispose of it.

We accept returns for items that are unused, undamaged, and in their original packaging, with the product tag attached. Shipping and handling fees associated with returning the order to our warehouse are non-refundable. The refund amount will include the full order total minus the return shipping costs.

After 7 days, all sales are final unless the item is defective. Unfortunately, we cannot accept returns for any reason beyond this period. However, if your item is defective or damaged, please contact us immediately as return requests will be reviewed on a case-by-case basis. Please note that even if you wish to exchange a defective item, we may not be able to provide the same item if it is in limited quantity or cannot be repaired. We appreciate your understanding.

Items purchased through retailers other than our official online shop cannot be accommodated for defects.

We are unable to accept returns in the following cases:

• Change of mind after purchase
• Misunderstandings due to not reading the product description
• Items that have been used, damaged, or soiled after delivery
• Multiple returns for a single order
• Returns of items that have been used
• Returns initiated more than 8 days after delivery
• For customers who could not receive the product due to long absences, we cannot accommodate re-delivery or refunds. In the case of gift orders where the recipient is not available to receive the package, we may forward the item to the sender.

To start the return process, please contact us at info@tonolcollective.com with the following information, and we’ll provide you with all the necessary details:

• Your order number
• The purchase receipt
• The reason for the return
• Photos of the damaged item, exterior packaging, and shipping label
• Confirmation that the original packaging and tags are intact

RETURN SHIPPING COSTS

The customer is responsible for all shipping charges associated with returning the order to our warehouse. You are free to choose the carrier for your return, but please ensure that the item is returned with a tracking system. Shipping costs will vary depending on the product's weight and your shipping location. For an accurate quote, you can refer to the dimensions and weight of the product listed on its page. If you need further assistance, feel free to contact us at info@tonolcollective.com, and we’ll be happy to help.

LOST OR STOLEN PACKAGES

If your tracking information shows that your package was delivered, but you have not received it, please contact our customer team at info@tonolcollective.com 

Please note that we do not take responsibility for lost/missing packages that show successful delivery to the order address. Please contact the carrier you choose to file a lost or stolen item claim. 

EXCHANGES

Unfortunately, we do not currently offer direct exchanges. However, you are welcome to return your order for a refund and then place a new order for the item you wish to receive.

To start the return process, please email us at info@tonolcollective.com with the following information, and we’ll provide you with all the necessary details:

 

• Your order number
• The purchase receipt
• The reason for the return
• Photos of the damaged item, exterior packaging, and shipping label
• Confirmation that the original packaging and tags are intact

REFUND

Refunds will be issued to the original payment method used for your purchase. You will receive an email confirmation once your return has been processed. If you do not see the refund in your account after 14 days, please contact your bank with the confirmation to expedite the process.

Please note that shipping and handling fees from your original purchase are non-refundable.