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Return and Refund

RETURN & REFUND POLICY

Our return and refund policy is valid for 30 days after you receive your order. Returns will be accepted within 30 days after delivery. Unfortunately, if 30 days have passed since you received your order, we cannot offer you a refund.

RETURN CONDITIONS

  • Products must be unused and returned in their original condition and packaging. If the product is damaged or its value reduced due to manipulation or mishandling, we reserve the right to decline the return and refund.
  • Our return and refund policy DOES NOT apply for made-to-order, personalized, or customized products, showroom items, and bespoke orders.
  • The customer is responsible for return shipping costs, except in the case of damaged items during transport.
  • We will not be liable for any damage or loss resulting from repairs attempted by you or third parties.

 

Returns will NOT be accepted under the following conditions:

  • Personalized or Customized Products: Personalized or customized items cannot be returned unless they have been damaged or are affected by manufacturing defects or errors. These products are crafted according to customer specifications and are therefore not replaceable under the right of withdrawal.
  • Used, Damaged, or Modified Products: Returns will not be accepted for products that have been used, damaged, tampered with, or modified, except when such damage occurred due to circumstances beyond the supplier's or transporter's control.
  • Timeframe: Returns must be requested within 30 days of receiving the order. After this period, we cannot accept returns.

 

Returns are accepted under the following conditions:

  • Manufacturing Defects: Products with manufacturing defects are eligible for return. Evidence such as photographs may be required.
  • Transport Damage: Items damaged during shipping or delivery should be reported with accompanying photographs of the damaged product and its packaging.
  • Non-Delivery: It can be returned if an item fails to be delivered as per the order.

 

RETURNING YOUR ITEM

To initiate a return, please follow these steps:

  1. Request Authorization: Send an email to info@tomruque.com stating your return request, your order reference, and your reason for return. We will provide you with the return address.
  2. Packaging: Ensure the item is unused and in its original packaging, in resellable condition.
  3. Shipping: Ship the product to the provided address. Additional costs may apply if the return address differs from the original shipment.
  4. ReturnProcess: Upon receipt of your returned item at our facility, we will inspect it for eligibility based on the following criteria:
    • The product must be in perfect condition with all accessories intact.
    • Take reasonable care of the products until you return them.
    • If the product shows signs of damage or reduced value due to mishandling, we reserve the right to reject the return.
    • All returns must be in unused, perfect condition, and in original manufacturer packaging, items must not have been partly or fully assembled.
  5. Refund Process: Upon receipt and inspection of the returned item(s), we will initiate the refund process. Please note that any loss in value of the product due to damage or improper handling will be deducted from the refund amount.
If your return is approved:
(i)  Notification: We will notify you of the approval or rejection of your refund via email.
(ii)  Refund Issuance: If approved, the refund will be processed within (3-5) business days to your original method of payment, deducting initial shipping costs an additional returns charge, and a surcharge (where applicable) for the goods to be returned back to our warehouse. Refunds will be processed using the original method of payment used for the purchase of the item unless otherwise stated.
(iii)  Full Refund: The refund includes the product cost and any associated promotional gifts, if applicable.
(iv)  Payment Timeline: Please allow up to 7-10 calendar days from our receipt of the returned item(s) for the refund to be credited to your account. This timeframe may vary depending on your card issuer or bank. Please also be aware that the prices of products on our website may fluctuate based on costs. We will not provide refunds for any price differences resulting from such fluctuations.

 

Issues with Refund

If you have not received your refund:

  1. Check Account: Verify your bank account for any pending credits.
  2. Contact Provider: Contact your credit card company or bank as processing times may vary.
  3. Contact Us: If issues persist, please contact us at info@tomruque.com email address.

 

CANCELLING AN ORDER

You have the right to cancel your order until it has been shipped. Once shipped, orders cannot be canceled. This right does not apply to personalized or customized products. In the event of a refused delivery, we will apply a return postage fee depending on the product size and delivery method, this is to cover the cost incurred to us by the courier.

We strive to provide a fair and transparent refund and return experience. For any questions or to initiate a return, please contact our customer service team.