Right of Withdrawal

1. Returns and Exchanges

1.1 To request a return or exchange, please email us your full name and order number at info@tobioshop.com.

1.2 Returned products will not be accepted without prior contact with our customer service team. The customer service team will provide you with all necessary instructions and a form that must be filled out and included in the package. If this form is missing or incomplete, no refund will be issued.

1.3 For refunds involving product bundles, if you wish to return a bundle containing multiple items, all items in the bundle must be returned in full—not just a portion.

1.4 To receive a full refund for a bundle, you must return ALL items included, including those marked as “free” or listed at €0.

2. Damaged Products or Other Issues

2.1 Please inspect your order immediately upon receiving it and before using the product. If you notice a manufacturing defect or your order is missing any items, contact us right away so we can find a solution together, and be sure to take photos at that moment.

2.2 Contact us by emailing info@tobioshop.com and include your full name, order number, and photos.

2.3 Returns or exchanges will not be accepted if the products have been damaged by the customer. Returned products must be in their original condition.

2.4 TobioShop guarantees a full refund and/or replacement of the defective item in accordance with Section 7 (Order Withdrawal in the General Terms and Conditions), provided the items are deemed defective. To receive a full refund, you must email us proof of the defect at info@tobioshop.com.

3. 30-Day Risk-Free Trial for Eligible and Standard Items

3.1 After placing your order, you are entitled to benefit from our 30-day risk-free trial (hereinafter the “30-Day Policy”) for one product purchased in your first order. In this case, you may try just one item from your first order for up to 30 days. If you’re not satisfied with the product during that time, we’ll refund the full amount and you may keep the item.

3.2 To take advantage of the 30-day risk-free trial, you must explicitly request it by contacting our customer service team. If you do not make this request, the customer service team may not apply the policy.

3.3 If you wish to purchase items not covered by the 30-Day Policy as described in Section 3.1, all items will be subject to Sections 6, 7, and 8 of the General Terms and Conditions.

TobioShop takes responsibility for exceptional shipping delays or losses during transit and will offer a free return or refund as appropriate.

If an order is not delivered and is held at a local post office, it is the customer’s responsibility to contact the carrier before requesting a return or refund.

If incorrect shipping information is provided and the package is lost or stolen as a result, you will not be eligible for a replacement or a refund.