Refund policy

At Tonaraa, customer satisfaction is important to us. This policy explains in full detail how refunds, returns, replacements (resends), and cancellations are handled for orders delivered to the United Kingdom.

Please read this policy carefully before placing an order.

1. Order Cancellations

Orders may be cancelled within 6 hours of purchase or before fulfillment begins.

Once an order has been processed or shipped, it cannot be cancelled.

To request cancellation, contact us immediately at: tonaraa94@gmail.com

If cancellation is approved, a full refund will be issued to your original payment method within 5–10 business days.

2. Delivery Timeframes

Estimated delivery times are displayed on each product page.

Typical UK delivery timeframe: 4–12 business days (depending on selected shipping method).

Delays caused by:

Customs clearance

Incorrect address provided by customer

Courier service disruptions

Force majeure events

are outside of our control.

3. Lost or Undelivered Orders

If your order has not arrived within 30 days from the shipment date:

We will investigate with the carrier.

If confirmed lost, we will offer either:

A free replacement (resend), or

A full refund

If tracking shows "Delivered" but you claim non-receipt:

You must contact your local courier first.

If official written confirmation of non-delivery is provided, we will review the case.

Orders marked delivered without courier confirmation are not eligible for refund.

4. Damaged, Defective, or Incorrect Items

If you receive:

A damaged item

A defective item

The wrong product

Missing components

You must notify us within 7 days of delivery.

To process your claim, we require:

Clear photos or video of the issue

Photo of packaging (if damaged)

Order number

Once verified, we will offer:

A free replacement, OR

A full or partial refund (depending on severity)

Minor cosmetic damage (small scratches, packaging dents) does not qualify for full refund unless the product functionality is affected.

5. Change of Mind (Consumer Cancellation Rights – UK Customers)

Under UK Consumer Contracts Regulations, customers have the right to cancel their order within 14 days of receiving the goods for any reason.

Conditions:

Item must be unused and in original condition.

Customer is responsible for return shipping costs.

Return shipping must include tracking.

We do not refund original shipping costs unless required by law.

Certain items may be exempt from cancellation rights:

Personalised/custom products

Hygiene-sensitive items (if opened)

Perishable goods

Once the returned item is received and inspected, refunds will be processed within 5–10 business days.

6. Return Address

As we operate through international fulfillment partners, return addresses may differ from the shipping origin.

Do NOT send returns without contacting us first.

Unauthorized returns will not be refunded.

Return instructions will be provided after approval.

7. Non-Refundable Situations

Refunds or replacements will not be issued for:

Incorrect address entered by customer

Failure to collect parcel from courier

Customs duties or import taxes

Normal shipping delays within estimated timeframe

Orders marked delivered by carrier without proof of delivery error

Minor packaging damage

8. Customs, Duties & Import Charges (UK)

For most orders shipped to the UK, taxes are handled during checkout where applicable.

However:

Any unexpected customs fees or import duties are the responsibility of the customer.

We are not responsible for customs delays.

9. Refund Processing

Approved refunds are issued to the original payment method.

Processing times:

5–10 business days (bank dependent)

Some payment providers may take longer

We are not responsible for delays caused by banks or payment processors.

10. Contact Information

For all refund, return, or resend requests, contact:

Email: tonaraa94@gmail.com
Response Time: 24–48 business hours

Please include:

Full name

Order number

Description of issue

Photo/video evidence (if applicable)

11. Policy Updates

We reserve the right to update this policy at any time. Changes will be posted on this page.

12.PayPal / Stripe Dispute Protection Add-On

We are committed to resolving all issues directly. Customers agree to contact us before opening disputes through PayPal, Stripe, or their bank. We are happy to resolve any concern quickly and fairly.

By placing an order with us, you agree to this Refund, Return & Resend Policy.