Return & Refund
At Toliru, we are committed to providing a satisfying shopping experience. We understand that before making a purchase, customers want to be fully informed about the products, services, and applicable policies. One of the critical pieces of information that customers deeply care about—and which needs to be clearly communicated—is the Return & Refund Policy. Please read this policy carefully to ensure your rights and benefits are protected.
This policy includes:
- Order Change or Cancellation Policy
- Return & Refund Policy
- Cases Not Eligible for Return or Refund
- Customer Support
1. Order Change or Cancellation Policy
You may change 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 cancellation, please contact us via email at support@toliru.com within the 6-hour timeframe. Regrettably, we cannot process requests submitted after this period, as your order may have already entered the processing phase.
If the cancellation request is successfully made within the allowed time, we will issue a full refund (including shipping fees) back to the original payment method used.
2. Return & Refund Policy
a. Return/Refund Timeframe
Customers can request a return or refund within 30 days from the date of delivery.
b. Eligible Cases for Return/Refund
We accept returns or refunds in all cases, including both defective and non-defective product (e.g., change of mind or no longer needed), provided they meet the return/refund conditions below:
Defective Product (Toliru's Error):
- The received product significantly differs from the website description (e.g., wrong color, wrong size, wrong pattern).
- The product has manufacturing defects (e.g., uneven stitching, tears, stains, faded print).
- The product was lost or damaged during shipping.
Non-Defective Product (Customer's Error or Personal Reason):
- Customer changes their mind, no longer likes, or no longer needs the product (Change of Mind).
- Customer selected the wrong size (for table products) and could not submit a change request within 6 hours of placing the order.
General Return/Refund Conditions:
The product must be returned in an unused, unwashed, and undamaged condition from external factors (except in cases where the product was initially defective).
The product must retain all original tags, packaging (if applicable), and accompanying accessories (if applicable).
c. Return and Refund Costs
Case of Defective Product (Toliru's Error):
You are not required to return the defective product to us. Therefore, you are not responsible for any return shipping costs.
We will refund the full order value (including the original shipping fee).
Case of Non-Defective Product (Customer's Error or Personal Reason):
The customer will be responsible for the return shipping fee. If the customer requests a return label provided by Toliru, a fixed fee of $7.50 will be deducted from the refund amount to cover return shipping costs.
Alternatively, the customer may choose to ship the product back themselves using their preferred carrier. We will refund the product value; the original shipping fee will not be refunded.
d. Exchanges
If your return request is due to selecting the wrong size or a defective product, we may consider an exchange offer, subject to product availability.
- Defective Product: We will cover the shipping cost for the replacement product.
- Non-Defective Product (Wrong Size Selected): The customer will cover the shipping cost for the replacement product.
e. Return/Refund Process
If you wish to return a product or request a refund, please contact us via email at support@toliru.com and provide the following information:
- Order number
- Detailed description of the reason for return (e.g., torn/defective product, change of mind, wrong size selection)
- Attach photos/videos showing the product's condition (for the purpose of allowing us to verify the request's validity)
After receiving your email, we will review the request and respond via email.
If your return/refund request is approved:
For Defective Product (Toliru's Error): We will process the refund or send a replacement product immediately. You do not need to return the item.
For Non-Defective Product (Customer's Error or Personal Reason): We will send a confirmation email with instructions on how to return the item and the detailed return address. The customer is responsible for the return shipping costs and ensuring the product is safely shipped. Once we receive and inspect the product, we will process the refund.
Important Note: Please do not return the product without receiving a confirmation email and detailed instructions from us. We will not be responsible if the returned order is lost or misplaced because the customer sent it independently without Toliru's confirmation.
Refund Timing: We will issue the refund to the original payment method. The actual time it takes to receive the funds varies by provider: typically 3–7 business days for PayPal and 7–10 business days for credit/debit cards.
3. Cases Not Eligible for Return or Refund
We cannot accept return/refund requests in the following situations:
- The return/refund request is submitted after 30 days from the date of delivery.
- The product has been used, washed, or damaged due to misuse by the customer.
- Minor color differences due to screen settings (e.g., a cream color may appear slightly brighter or darker on a screen) are not considered product defects.
Disclaimer: We are not responsible for orders that are lost or undeliverable due to an incorrect shipping address or if the customer refuses to accept the package. Please ensure your shipping address is complete and accurate to guarantee successful delivery.
4. Customer Support
If you have any questions regarding our return and refund policy, please contact us through our Contact Us page or directly via the channels below:
- Address: 1201 6th Ave W, Bradenton, FL 34205
- Email: support@toliru.com
- Business Hours: Monday – Friday (9:00 AM – 6:00 PM EDT)