Return & Refund Policy

Thank you for shopping at Tolhom. We are committed to providing our customers with high-quality products and an exceptional shopping experience. If you are not entirely satisfied with your purchase, we are here to help.

1. Voluntary 30-Day Return Guarantee

At Tolhom, we stand behind the quality of our products. In addition to your statutory rights, we offer a Voluntary 30-Day Return Guarantee.

You have the right to return your purchase within 30 days from the date you received the product, for any reason, no questions asked.

To be eligible for this voluntary return, the product must be in its original, unused condition, with all original packaging, manuals, and accessories included.

2. Return Conditions & Eligibility

To ensure your return is processed smoothly, please review the following criteria:

Item Condition: Items must be undamaged, unaltered, and free of signs of wear or cosmetic blemishes resulting from misuse.

Packaging: All original boxes, protective inserts, and retail packaging must be returned intact.

Proof of Purchase: A valid order number or copy of the receipt from Tolhom is required for all return requests.

Order Cancellation Policy：

Order Processing Time: Once an order is placed, our warehouse team processes it within 1–2 business days (excluding weekends and holidays).

Cancellation Eligibility: You may cancel your order for a full refund if your cancellation request is submitted before the order has been processed and shipped, and within 24 hours of placing your order.

How to Cancel: To request a cancellation, please email us immediately at marketing@tolhom.com with your order number. If your request is received within the eligible time frame and prior to shipment, we will cancel the order and process a full refund to your original payment method immediately.

Shipped Orders: If your order has already been processed or shipped, it cannot be canceled. In this case, please wait for the package to arrive and follow our Return Policy below to initiate a return.

3. How to Initiate a Return

Return Address:

 

Shop 185, G/F, Hang Wai Industrial Centre,

No. 6 Kin Tai Street, Tuen Mun, N.T.,

Hong Kong

 

To start a return process, please follow these steps:

 

1. Contact our Customer Support Team at marketing@tolhom.com with your order number and the reason for the return.

2. Our team will review your request and provide you with the return shipping address and detailed instructions within 1-2 business days.

3. Securely pack the item in its original packaging and ship it back to the provided address using a trackable shipping service.

 

⚠️ Note: Please do not send your purchase back to the manufacturer or the original shipping address on the package without prior authorization from our customer service team.
 

4. Return Shipping Costs

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is noet required to bear the shopping fee for this reason.

5. Refunds & Processing Time

Once your return is received and inspected by our warehouse team, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (e.g., credit card, PayPal) within 5-7 business days.

Please note that your bank or credit card company may take additional time to process and post the refund to your account.

6. Damaged or Defective Items (Upon Arrival)

Please inspect your order immediately upon receipt. If the product is defective, damaged, or if you receive the wrong item, please contact us at marketing@tolhom.com within 48 hours of delivery with clear photos or videos of the issue. We will expedite a replacement or full refund at no additional cost to you.

7. Contact Us

If you have any questions about our Return & Refund Policy, please reach out to us:

Email: marketing@tolhom.com

Official Website: https://tolhom.com/