Effective Date: January 10, 2025

At Tobily, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not satisfied, we offer a return policy that is straightforward and easy to follow. Please read the following policy carefully:

1. Eligibility for Returns

• To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
• Returns are only accepted within 30 days from the date of purchase.
• Certain items are not eligible for return, including:
  • Personalized or custom-made products
  • Gift cards
  • Downloadable software products
  • Items marked as final sale

2. Return Process

If you are eligible for a return, please follow these steps:

1. Contact Us: Notify us within 30 days of receiving your product by emailing us at support@tobily.com or calling us at +8809638606626. Please include the following details:

   • Order number
   • Description of the item
   • Reason for return

2. Return Authorization: Once we receive your request, we will review it and send you a Return Authorization (RA) number. This is required for all returns.

3. Ship the Item Back: You are responsible for shipping the item back to us. The item must be securely packaged to prevent damage during transit. Please include the RA number on the outside of the package.

4. Refund/Exchange: Once we receive and inspect the returned item, we will process a refund to the original method of payment or offer an exchange based on your preference. Shipping costs are non-refundable unless the return is due to our error.

3. Non-Refundable Items

Certain items cannot be refunded or returned, including:

• Items that have been opened or used.
• Items that are damaged due to misuse or mishandling.
• Products that are not in their original packaging.
• Products marked as non-returnable at the time of purchase.

4. Refund Process

• Once your return is approved, you will receive a refund to the original payment method.
• Refunds may take up to 7-10 business days to appear in your account, depending on your payment provider.

5. Exchanges

If you wish to exchange an item, please follow the same return process. Once we receive the returned item, we will process the exchange and ship the replacement to you.

6. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us immediately. We will offer a full refund or replacement, including shipping costs, for defective or damaged items. You must notify us within 7 days of receiving the damaged product.

7. Shipping Costs

• The customer is responsible for the cost of return shipping unless the return is due to a defect or mistake on our part.
• We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

8. International Returns

For international orders, you are responsible for the return shipping costs and any customs duties or taxes incurred. Please ensure the returned item is clearly marked as a "Return" to avoid any customs fees.

9. Contact Us

If you have any questions regarding our return policy or need assistance, please contact us:

• Email: support@tobily.com
• Phone: +8809638606626