Return and Refund Policy

RETURNS & REFUNDS

Thank you for your purchase. We hope you are happy with your purchase. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund or an exchange. Please see below for more information on our return policy.

RETURNS

All returns must be postmarked within thirty (30) days from the date of delivery. All returned items must be in new or used ‘as new’ condition without damage, marks or other signs of unreasonable use, with all original tags and labels attached.

  1. Products can only be returned if they are still in their original condition and packaging. 
  2. New products:    This can include unopened products in original packaging, and products that have never been used.
  3. Used products:   This can include products that are lightly used or opened.
  4. Items sent back to us without first requesting a return will not be accepted.
  5. Request your Return Authorization Number by emailing sales@tovahaus.co.uk  with a detailed reason for return and pictures or a product video supporting your reason. Upon approval, you will receive the RA# and the address of the closest warehouse where you can mail the product you would like to return.
  6. To assure your refund please use trackable mail service, we will not be responsible for lost or missing packages.
  7. Upon the receipt of your package, your products will be examined and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.
  8. To be eligible for a refund, the customer needs to provide a receipt or proof of purchase.
  9.  In the unlikely event your item arrives at you in less than perfect condition, please reject the delivery immediately and get in touch with us.                                                                                                

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your refund or exchange. Please allow at least five (5) days from the receipt of your item to process your refund or exchange. We will notify you by email when your refund has been processed.

Please note, that you will be responsible for the following return shipping charges:

Customer remorse: this happens when the customer purchased the wrong product, it doesn't fit, or they no longer want the item. We strongly recommend that you use a trackable method to mail your return.

Defective products: this happens when the product is incorrect, damaged by the carrier, or defective in another way, in this case, we will provide a free return shipping label and you will get a full refund.

LATE OR MISSING REFUNDS                                                        

Please understand that we issue refunds as soon as your refund request is approved - that means that the money leaves our account immediately. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. We have seen some credit card companies take up to 30 days to show that the refund has been put back on the card. If you’ve done all of this and you still have not received your refund yet, please contact us.

Can you provide me with a tracking number?

All tracking numbers will be emailed to the customer as soon as the tracking information becomes available.

I've entered the wrong shipping address, can I change it?

If this happens to you, email us as soon as possible, we MIGHT be able to take care of it. However, we can't promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it.

We should not be responsible if you entered an incomplete and/or incorrect shipping address. Our system automatically processes orders and just follows what you supplied.

Can I cancel my order after it has been placed?

Unfortunately, we are unable to cancel your order once it has been processed and/or shipped.

Invalid Reasons:

  1. Buyer no longer wants the items - this is the most common example that we cannot honour if we want to continue offering great value at TovaHaus. The buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
  2. Buyer found items cheaper somewhere else - Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.

QUESTIONS

If you have any questions concerning our return policy, please contact us:

Customer Support

Tel:  +44 7448556227

 Email:  sales@tovahaus.co.uk