Return policy

1. Cancellation Policy

You may cancel your order at any time before the product has been shipped or entered production. If your cancellation request meets this condition, you will receive a full refund to your original payment method.

 

Please note: Once your order has been shipped, we are unable to process a cancellation. In this case, you may follow our return procedure outlined below.

 

2. Return Policy

We accept returns for most items under the following conditions:

 

Return Window: You have 14 calendar days from the date you receive the item to initiate a return request.

 

Condition Requirements: To be eligible, the item must be unused, undamaged, and in its original condition. It must be returned in the original packaging, including all accessories, tags, and labels.

 

Proof of Purchase: A valid receipt, order number, or proof of purchase is required for all returns.

 

Do not send returns directly to the manufacturer or any address not provided by our customer service.

 

Shipping & Fees:

Customers are responsible for return shipping costs at most once per eligible return. No restocking fees will be applied.

 

3. Refund Process

Once we receive and inspect your returned item, we will send you an email to:

 

Confirm receipt of the return.

 

Notify you of the approval or rejection of your refund.

 

If approved, your refund will be processed, and the credit will be applied to your original payment method within 7–14 business days, depending on your payment provider’s processing time.

 

4. Late or Missing Refunds

If you haven’t received your refund within the expected timeframe:

 

Double-check your bank or credit card account.

 

Contact your credit card company—it may take additional time for the refund to appear.

 

Reach out to your bank, as processing times can vary.

 

If you’ve completed these steps and still have not received your refund, please email us at admin@tuoshanshop.com for assistance.

 

5. How to Start a Return

To request a return and receive the correct return address and instructions, please contact our Customer Service team at:

Email: admin@tuoshanshop.com

 

Governing Law:

This Return & Refund Policy is governed by the laws of Indonesia.