Return Policy | Fast Refund & No Returns

We do everything to provide you with a pleasant and secure shopping experience.

However, if a product does not suit you or arrives damaged, we have implemented a simple, quick refund policy without physical return , in the majority of cases.

📦 1. Products eligible for refund or replacement:

A full or partial refund may be offered if:

  • The product received is damaged or defective

  • The item is different from the one ordered (e.g. wrong color, size, model)

  • The package is lost or not delivered within 30 working days

  • The product arrived broken or unusable

In these cases, we do not require a physical return of the product to simplify your experience.

📸 2. Required evidence

In order to study your request, you will be asked to provide:

  • One or more clear photos of the product received

  • Possibly a video of the problem

  • Your order number

  • A brief description of the problem encountered

This allows us to process your request more quickly and escalate it to our supplier.

⏳ 3. Deadline for making a request

You have a period of:

  • 14 days from receipt of the package to submit a return or refund request

  • After this period, we will not be able to guarantee a refund.

🧾 4. Refund process

Here's how it goes:

  1. Contact us via our contact form or at: [ tonemail@tonsite.com ]

  2. Provide all the information mentioned above

  3. Once your request is validated, you will receive:

    • Either a refund (depending on the original payment method)

    • Either a voucher or a free exchange

Processing may take 3 to 7 business days depending on the case.

🔁 5. Decreasing refund policy (optional, but possible)

If you want to integrate it, add this block 👇

Depending on the time elapsed after receipt of the product, the amount refunded may be reduced:

  • 0 to 7 days: 100% refunded

  • 8 to 14 days: 75% refunded

  • 15 to 21 days: 50% refunded

  •  

    Beyond 21 days: no refund possible

This measure helps protect our business from abuse while remaining fair to our customers.

❌ 6. Cases not eligible for reimbursement

  • The customer made a mistake in the size/product without consulting the size guide

  • The customer changed his mind without valid reason

  • Incorrect delivery address provided

  • The product arrived on time and as described, but the customer “no longer wants” it.

🔐 7. Security & data respect

All your data transmitted as part of a reimbursement request is treated confidentially, in compliance with the GDPR.
No information will be transmitted to a third party, except if necessary for the resolution of the dispute (e.g. payment platform, logistics provider).