At Tofred, customer satisfaction is our top priority. We strive to deliver high-quality products that meet your expectations. However, due to the nature of our products, especially custom-made items, we have specific guidelines for refunds and returns.
1. Custom-Made Products
Due to the personalized nature of custom-made products, these items cannot be resold. Therefore, we do not offer refunds or returns on custom products unless they meet the conditions outlined below:
- Damage During Transit: If your custom product arrives damaged, please contact us within 7 days of receiving your order. We will request photographs of the damage to assess the situation.
- Significant Defects: If the product you receive is significantly different from the proof or design you approved, you may be eligible for a replacement or partial refund, at our discretion.
2. Non-Custom Products
For non-customized items, we offer a 30-day return policy:
- Condition: The item must be unused, in its original packaging, and in the same condition that you received it.
- Return Process: To initiate a return, please contact us at support@tofred.com. Once your return is approved, you will receive instructions on how to send the item back to us.
- Refunds: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 7-10 business days and will be applied to your original method of payment.
3. Return Shipping
Customers are responsible for paying return shipping costs unless the return is due to our error (e.g., wrong item sent, product defect). Return shipping costs are non-refundable.
4. Non-Returnable Items
Certain types of items cannot be returned:
- Custom-made or personalized products
- Perishable goods
- Digital downloads
5. International Returns
For international returns, please ensure that the package is marked as “Returned Goods” to avoid customs fees. Any customs fees incurred will be deducted from your refund.
6. Contact Information
If you have any questions or concerns about our refund and return policy, please contact us at support@tofred.com. We are here to assist you and ensure a smooth resolution to any issues you may encounter.