Return & Refund Policy

Last updated: November 5, 2026

This policy applies to purchases from Tovelle at www.tovelle.site. For help, email dorisaw230@gmail.com with your order number. Mandatory consumer rights take priority over any conflicting voluntary store rule below.

Order cancellations

Contact us as soon as possible if you need to cancel or change an order. Voluntary cancellation requests can normally be considered before processing begins; once processing or shipping has started, a voluntary change may no longer be possible. Applicable statutory cancellation or withdrawal rights remain unaffected.

Damaged, incorrect or defective items

Please report a damaged, faulty or incorrect item promptly, preferably within 7 days of delivery. Include the order number, a description of the issue and helpful photos or video of the item and packaging. Keep the item and packaging during assessment. This requested reporting period does not remove statutory rights. We will provide an appropriate remedy, which may include repair, replacement, a partial refund or a refund as required by applicable law.

Voluntary change-of-mind returns

Outside mandatory cancellation, withdrawal or other consumer rights, Tovelle does not offer voluntary change-of-mind returns after an order has shipped for a correctly supplied, undamaged item matching its description. This includes an incorrect selection, ordering by mistake or simply no longer wanting the product. This voluntary rule does not override the United Kingdom and European Union rights described below or other applicable mandatory rights. Sale items retain the same statutory rights.

Return instructions and costs

Email us for the appropriate return address and instructions. Do not use the address printed on a parcel unless instructed. Return approval is not a condition of exercising a statutory withdrawal right. For an approved voluntary return, keep the item unused and in its original condition with packaging where applicable. Reasonable inspection or opened packaging does not by itself remove a statutory remedy. Unless the return is due to our error or applicable law requires otherwise, the customer pays the direct return shipping cost. We cover reasonable return costs for faulty, incorrect or damaged goods where required by law. Any additional return charges will be explained before you agree to them.

Refunds

Approved refunds are issued to the original payment method after the returned item is received and assessed, or after another resolution is agreed, subject to any earlier statutory deadline. The payment provider may take additional time to display a refund. Outbound delivery charges and other costs are refunded where required by law. Premium delivery supplements, return costs, customs charges and taxes are handled according to the applicable rights and disclosed arrangements; they are not automatically excluded where the law requires reimbursement.

Optional order services

Shipping Protection and the 30-Day Warranty are separate optional services, each US$3.99 once per order. Neither is preselected. They cover Tovelle physical products in the order in which the relevant service is purchased. Standard support and applicable legal remedies are available without either service. Read the Shipping Protection terms and 30-Day Warranty terms before choosing.

United Kingdom consumer rights

For most ordinary online goods, tell us within 14 days of delivery if you wish to cancel, then return the goods within a further 14 days. You may inspect goods as in a shop; excessive handling may allow a lawful deduction. You pay direct change-of-mind return costs where properly disclosed and lawful. We reimburse the goods and standard outbound delivery within the applicable statutory deadline, including within 14 days of receiving the returned goods or evidence of return where applicable. Faulty goods have separate remedies, including the short-term 30-day right to reject where applicable. These rights do not require a paid warranty.

European Union consumer rights

For most ordinary goods bought online, you have 14 days after delivery to notify us of withdrawal and a further 14 days after notification to return them. Refunds include standard outbound delivery where required and are made within the statutory deadline; where permitted, reimbursement may be withheld until the goods or proof of return are received. Direct change-of-mind return costs are yours only where disclosed and lawfully charged. Goods also carry a minimum two-year legal guarantee of conformity, with longer or stronger national rights where applicable. Commercial warranties do not replace these rights. You may use the model withdrawal notice below or any other clear withdrawal statement.

Model withdrawal notice

Send to Tovelle at dorisaw230@gmail.com: “I/We notify you that I/we withdraw from the contract for the following goods: ____. Order number: ____. Ordered on / received on: ____. Consumer name(s): ____. Consumer address: ____. Date: ____.” Add a signature only if submitting on paper. This optional format does not restrict other valid withdrawal statements.

Contact

Tovelle customer support: dorisaw230@gmail.com. Contact us for return instructions. Support hours are Monday to Friday, excluding public holidays; we aim to reply within 2 business days.