REFUND POLICY

Customers have 14 calendar days after receiving their order to exchange or return their item, without having to justify the reason for doing so.

The customer should only send their parcel for exchange after contacting us by email at tolanbodyboard@gmail.com and awaiting our instructions.

EXCHANGES

If you wish to make an exchange online:

  • Send an email to tolanbodyboard@gmail.com and wait for our instructions;

  • Place the item to be exchanged in a sealed package/bag - it is not necessary to send the original packaging;

  • Drop or arrange pick up of the packaging with CTT - our delivery details will be sent to you by email;

  • We will send a confirmation by email when the order arrives and a new item will be sent free of charge (postage included, price of the item to be determined).

If you wish to make an exchange in person, please contact us and a meeting will be arranged as soon as possible.

RETURNS

If you wish to make a return online:

  • Send an email to tolanbodyboard@gmail.com and wait for our instructions;

  • Place the item to be returned in a sealed package/bag - it is not necessary to send the original packaging;

  • Drop or arrange pick up of the packaging with CTT - our delivery details will be sent to you by email;

  • We will send a confirmation by email when the order arrives and issue the refund.

If you wish to make a return in person, please contact us and a meeting will be arranged as soon as possible.

PLEASE NOTE:

  • The customer should never send the order back to us without our authorization, as we will not be responsible for its non-arrival.

  • The customer is responsible for sending the item to be exchanged, which must be done through a carrier or postal service with a tracking number so that it can be traced.

  • Items must be returned as they were received. Items without labels, tags, dirty or damaged will not be accepted for exchange or return.

  • TOLAN is not responsible for lost parcels, as shipping is the sole responsibility of the courier, postal service or distribution service chosen by the customer.

  • If the customer wishes to exchange the returned item, a new item will be sent free of charge.

CLAUSE ON RETURNS AND RIGHT OF WITHDRAWAL

Right of Withdrawal

The customer has the right to withdraw from the contract, without giving any reason, within 14 days from the day on which they acquire physical possession of the goods.

To exercise the right of free termination, the customer must clearly communicate their decision by email or using contact form form available on the website.

Effects of Free Termination

In the event of termination of the contract, all payments made will be refunded to the customer, except for shipping costs.

The refund will be made without undue delay and, in any case, within a maximum period of 14 days from the date on which we are informed of the decision to terminate the contract.

Return Costs

The customer will only bear the direct costs of returning the goods, unless otherwise indicated at the time of purchase.

No administrative or service fees will be charged for exercising the right of free termination.

Conditions of Returned Products

The product must be returned in good condition, with labels/tags, clean and, if possible, in its original packaging.

The consumer is responsible for any depreciation of the goods if the handling exceeds what is necessary to verify the nature, characteristics and functioning of the product.

Exclusions from the Right of Free Resolution

The right of free resolution does not apply to:

  • Goods made to consumer specifications or clearly personalised;

  • Sealed goods that cannot be returned for health protection or hygiene reasons and have been unsealed after delivery.