Return Policy

Order cancellation.

Your order will be fully refunded if canceled within 24 hours of purchase. Please send us an email through "Contact Us" if you want to cancel the order. Orders over 24 hours after purchase but canceled before shipping will be subject to a 15% cancellation fee. We DO NOT accept cancellation request if the order has already been shipped.

If you are not satisfied with your purchase, remember that you have 14 calendar days from the date you received your item to do so; after this period, your item will no longer be taken back (pursuant to art. 44 of Law 7/1996, of January 15, on Retail Management, as amended by Law 47/2002, of December 19) If you decide to return your order , you bear the shipping costs.

1) You have 14 calendar days from the date you RECEIVE the order to return it. Remember that you have 5 days from the date of receipt to contact our customer service by message.

2) Due to their special properties, the following items are excluded from exchange, return or cancellation for reasons of health protection and hygiene: Digital products underwear Cosmetics/toiletries Bedding Groceries flowers and plants Custom orders Single use products.

3) Items must be shipped in perfect condition and in their original packaging. Returns are checked by our quality managers. If you find defective, stained or used items, exchange or return will not be accepted.

4) If you make a return without informing our customer service, our quality service will consider it as a non-refundable item.

5) We do not accept returns on cash on delivery orders. Return shipping costs are non-refundable.6) The Company is not responsible for shipping costs for returned goods. Note: Insurance and shipping costs are non-refundable.

 

LATE ARRIVAL OF THE ORDER

Although we do our best to ensure that you receive your order no later than 15 days after purchase, we cannot guarantee this due to the ongoing COVID 19 pandemic and other unforeseen circumstances that may affect shipping and inventory. We cannot issue refunds for items not delivered on a specific date, special occasion or holiday.

Each product description states how long shipping may take. Please take this into account when placing your order. Once an order has been dispatched, we cannot cancel it.

 

RETURN COSTS.

The return shipping costs are at your own expense.

 

CONTACT US

If you have any questions about how to return your order to us, please contact us at info@tomheger.com.

I received a faulty or incorrect product.

What should I do now? Please contact us at info@tomheger.com We ask you for some photos and/or a video of the product received so that we can better analyze the situation.

Once our team has processed the information and your situation is confirmed, we will initiate a replacement. Unfortunately, we cannot carry out an exchange without visible evidence of a defect or an incorrect item.

 

I would like to return an order; what do i have to do?

We currently have no warehouse in Europe. Any orders shipped to an address other than the one provided by us will be lost and non-refundable.

First step to return:

1-Fill out the form below (you can send it in writing by email, it does not need to be printed out).

2-Make sure you provide the Track & Trace number so that we can track the shipment to our warehouse.

 

Sample cancellation form (If you want to cancel the contract, please fill out this form and send it back.).

Order number:. __________________.

I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*) _____________________________________________________

Ordered on (*)/received on (*) __________________

Name of the consumer(s) _____________________________________________________

Address of the consumer(s) _____________________________________________________

Signature of the consumer(s) (only for paper notification) __________________

Date __________________ (*)

Delete what is not applicable.

A notice: Please do not send your return to the address listed on the package you received. This is not the return address and will affect the process.

By purchasing from us, you agree to all of the following terms and conditions:.

1) If the item is defective, you have 14 days to contact us and 14 days to return it from the date you received it. If this item is in your possession for more than 14 days, it will be considered used and you will receive NO REFUND OR REPLACEMENT, NO EXCEPTIONS!

2) After the first 24 hours of ordering, you are NOT entitled to a refund or replacement if you no longer want an item.

3) You are NOT entitled to a refund or replacement if you have made a mistake in the shipping address.

4) To make the return, the item will be shipped to our overseas warehouses. In all cases, the buyer bears the return shipping costs unless the product is defective.

5) All returned items MUST BE in their original packaging and you MUST provide us with the shipment tracking number and specific reason for the return.

 

When and why will my order not be refunded?

NO returns will be accepted and NO refund or exchange will be possible if the returned products are opened, used, or not in their original packaging. No refunds or exchanges will be given for products that smell of smoke, perfume, lotion or detergent. The returned product must be new, undamaged and in its original packaging. tomhollinger Team reserves the right to check the integrity of the goods and, if necessary, to retain part of the value of any damage caused to the product or packaging. The only cost incurred by the customer is the cost of shipping the item itself.

 

Returns & Conditions *14 days to consider *Returns are at your own expense.