Return & Refund

At Toliru, we are committed to delivering a satisfying shopping experience. We understand that before making a purchase, customers want to fully understand the product, service, and applicable policies. One of the key pieces of information we believe our customers care deeply about—and which must be communicated clearly—is our Return & Refund Policy. Please read the following policy carefully to ensure your rights and interests are protected.

This policy includes:

  • Order Modification or Cancellation Policy
  • Return & Refund Policy
  • Cases Not Eligible for Return or Refund

1. Order Modification or Cancellation Policy

You can modify or cancel your order within 6 hours from the time of purchase. Changes may include product model, quantity, shipping address, or size (for tablecloth items).

To make changes or cancel your order, please contact us via email at [email protected] within the 6-hour timeframe. Unfortunately, we cannot accommodate requests submitted after this period, as your order may already be in processing.

If the cancellation request is successful within the allowed time, we will issue a full refund (including shipping fees) to the original payment method used.

2. Return & Refund Policy

a. Return/Refund Timeframe

Customers may request a return or refund within 30 days of delivery, provided the order meets one of the eligible conditions listed below.

b. Eligible Return/Refund Cases

We accept returns or refunds under the following four circumstances:

  • The product received differs significantly from the description on the website (e.g., wrong color like white vs. yellow, incorrect size, etc.)
  • The product has a manufacturing defect (e.g., misaligned seams, torn, stained, blurred print, etc.)
  • The product received does not match the order (e.g., wrong model, wrong tablecloth size, missing items)
  • The product was lost or damaged during shipping

Important Note: In cases where the customer selects the wrong size (for tablecloth products) and is unable to submit a change request within 6 hours of placing the order, we may consider offering an exchange, depending on product availability and condition. Any shipping costs incurred will be the responsibility of the customer.

c. Exchanges

If your order falls under any of the cases above, you are not required to return the item to us. You will not be responsible for any return shipping fees. However, you must provide photo or video evidence clearly showing the issue upon receiving the item.

Exchange conditions: The item must be unused, unwashed, and undamaged due to external factors.

d. Return/Refund Process

If your order is incorrect or defective, please contact us via email at [email protected] and provide the following information:

  • Order number
  • Detailed description of the issue (e.g., incorrect tablecloth model, missing oven mitt, torn pot holder, etc.)
  • Photos/videos clearly showing the defect (e.g., damaged area, product mismatch compared to your order)

Once we receive your email, we will review your request and verify the issue. We will then respond via email with the result of our review.

If your return/refund request is approved, we will proceed as follows:

  • Replacement Product: If the product is still in stock, we will ship a replacement to the address provided in your original order. You will not be charged any fees, including shipping.
  • Refund: If the product is out of stock or you prefer a refund, we will refund the full amount paid (including shipping fees) to your original payment method. Actual processing times vary by provider: typically 3–7 days for PayPal, and 7–10 days for credit/debit cards.

3. Cases Not Eligible for Return or Refund

We are unable to accept return/refund requests in the following cases:

  • The product has been used, washed, or damaged due to customer misuse (e.g., torn, stained, improperly stored)
  • Return/refund requests submitted after 30 days from the date of delivery
  • Minor color differences caused by screen settings (e.g., cream color may appear slightly lighter or darker on screen)
  • Returns due to change of mind or personal preference (e.g., you no longer like or need the product) are not accepted. We encourage customers to carefully review product descriptions and details before placing an order

Disclaimer: We are not responsible for lost or undeliverable orders resulting from incorrect shipping addresses or from customer refusal to accept delivery. Please make sure your shipping address is complete and accurate to ensure successful delivery.

4. Customer Support

If you have any questions regarding our return and refund policy, feel free to reach out via our Contact Us page or directly through the following channels:

  • Address: 1201 6th Ave W, Bradenton, FL 34205
  • Email: [email protected]
  • Phone: (941) 344-8027
  • Business Hours: Monday – Friday (9:00 AM – 6:00 PM EDT)