Returns, Refunds & Cancellations Policy

1. Returns

Our policy lasts 60 days from the date of delivery. If 60 days have gone by since you received your order, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original box and packaging, including all items and accessories.

To request a return, please email us at info@tobioshop.com with the following details: Full name, Order number, Reason for return and a photo of the items received to confirm their condition

You will be responsible for paying the shipping costs for returning your item.

Please note that returns will not be accepted without prior contact with our customer service team. You will receive the necessary return instructions by email.

If any item is returned used, incomplete, or damaged for reasons not due to our error, we may decline the refund or issue only a partial refund at our discretion.

2. Damaged or Defective Items

If your order arrives damaged, incomplete, or with a manufacturing defect, we take full responsibility and will send a free replacement.

To report this, please contact us at info@tobioshop.com within 7 days of receiving your order, including your full name, order number, and clear photos showing the issue.

If an item has been damaged due to misuse, mishandling, or improper storage, it will not be eligible for replacement or refund.

3. Lost Orders or Shipping Delays

We take responsibility for delays or losses during transit as long as all shipping details provided during checkout were correct.

If your order is confirmed as lost in transit, we will send one replacement order at no additional cost.

If the replacement is also lost, no third shipment will be made. In this exceptional case, you will be eligible for a refund minus the total shipping costs for both delivery attempts.

If incorrect shipping information was provided and we were not notified of the error within 6 hours after purchase, and the package is lost or stolen as a result, you will not be eligible for a replacement or a refund.

Any order modifications (address, items, quantity, etc.) must be requested within this 6-hour window after placing the order. We cannot guarantee changes after this period.

If the shipping carrier provides proof of delivery and you claim that the order was not received, you will not be eligible for a refund of the shipping costs. In such cases, if Tobio’s decides to issue a refund for the product, the original and replacement shipping costs will be deducted from the refund amount.

Shipping Insurance:

Shipping Insurance guarantees replacement if your order is confirmed lost or stolen by the courier. If you decline Shipping Insurance, we cannot guarantee replacement for lost or stolen orders. You can apply Shipping Insurance at checkout.

4. Cancellations

Orders can only be cancelled if they are not yet fulfilled or dispatched.

Once an order has been shipped, it cannot be cancelled as parcels in transit cannot be intercepted.

Alternatively, you can:

• Refuse the parcel upon delivery so it is automatically returned to our warehouse, or
  
• Wait for it to arrive and then proceed with a standard return request.
  

In either case, please inform us at info@tobioshop.com so we can track your parcel and process your refund once the return is confirmed in transit or received back.

5. Bundles and Free Items

For refunds involving product bundles, all items within the bundle must be returned together, including any items marked as “free” or listed at €0.

If a free promotional item is not returned, the full retail price of that item will be deducted from your refund amount.

6. Sale Items

Items purchased during Final Sale promotions are non-refundable and non-returnable.

The 60-day return policy does not apply to Final Sale items.

7. Gifts

If the item was received as a gift, you will receive a store credit for the value of the return instead of a refund.

If the original order was placed by someone else and shipped to you as a gift, the refund will be issued to the original purchaser.

8. Restocking Fee

We do not charge any restocking fees on returns.

9. Refunds

Once we’ve received and inspected your return, we will notify you by email whether your refund has been approved or rejected.

If approved, your refund will be processed automatically to your original payment method. Please note that it may take some time for your bank or credit card provider to process and post the refund. On average, refunds are completed within 48 hours once approved.

10. Late or Missing Refunds

If you haven’t received your refund yet, we recommend:

1. Checking your bank account again.
   
2. Contacting your credit card company—it may take a few business days for the refund to appear.
   
3. Contacting your bank, as processing times vary.
   

If you’ve completed all of the above and still haven’t received your refund, please contact us at info@tobioshop.com.

Tobio’s Commerce LLC
info@tobioshop.com
3833 Powerline Road, Ste 201
Fort Lauderdale, FL 33309, USA