Refund & Returns Policy

This Refund & Returns Policy explains how return requests, damaged or incorrect items, and eligible refunds are handled for tableware purchased through tovemrix.com and supplied by TOVEMRIX, LLC. We aim to provide a clear and reasonable process for customers who may need assistance after receiving an order. This policy should be read together with our Shipping Policy and other applicable website terms.

1. Return Period

Customers may request a return within 30 days from the date the order is delivered, based on the delivery information recorded by the applicable shipping carrier.

Return requests submitted more than 30 days after delivery are generally not accepted, unless otherwise required by applicable law.

If an item arrives damaged, defective, incorrect, or with another delivery-related issue, customers are encouraged to contact us at [email protected] within 48 hours after delivery whenever reasonably possible so that we can review the matter promptly.

2. Return Eligibility & Product Condition

To qualify for a standard return, merchandise should remain in a condition that allows it to be reasonably inspected and, where appropriate, resold.

Returned tableware should generally be unused, unwashed, unaltered, and free from food residue, stains, odors, chips, cracks, scratches, or other signs of use or damage that occurred after delivery.

Original components, accessories, inserts, protective materials, and packaging should be included where reasonably possible.

Customers may open the package and carefully inspect the merchandise after delivery. However, items that have been used beyond what is reasonably necessary to inspect their condition, appearance, size, or suitability may not qualify for a standard return if their condition prevents resale.

3. How to Request a Return

To request a return, customers may contact our support team at [email protected] within the applicable return period.

To help us review the request efficiently, customers may provide the order number, the item they would like to return, the reason for the request, and any relevant photographs when the return relates to damage, defects, incorrect merchandise, or another product-related concern.

Once the request has been reviewed, we will provide the applicable return instructions, including the return destination and any additional information reasonably required to complete the return.

Customers may also reach us through our Contact Us page if additional assistance is needed.

4. Return Shipping Costs

Return shipping costs depend on the reason for the return.

If the return is requested because the customer changed their mind, ordered the wrong item, or no longer requires the merchandise, the customer is generally responsible for the cost of returning the item unless otherwise required by applicable law.

If the return is caused by an item arriving damaged, defective, materially different from the order, or because we sent the incorrect merchandise, we will review the circumstances and, where appropriate, arrange or reimburse reasonable return shipping costs.

Any applicable return shipping responsibility will be explained during the return review so that the customer can understand the available options before sending the merchandise back.

5. Damaged, Defective, Missing & Incorrect Items

Customers are encouraged to inspect their order as soon as reasonably possible after delivery.

If an item arrives damaged, defective, incorrect, or if merchandise is missing from the order, customers should contact [email protected] within 48 hours after delivery whenever reasonably possible.

Providing the order number, a description of the issue, and clear photographs of the affected merchandise and relevant packaging can help us review the matter and, where necessary, support a carrier, payment provider, or fulfillment investigation.

Depending on the circumstances, an appropriate resolution may include replacement, reshipment, partial refund, or full refund.

The 48-hour reporting period helps us investigate product and delivery issues promptly. It does not automatically remove any rights or remedies available under applicable consumer protection laws.

6. Refund Review & Processing

Once a returned item is received, we will inspect the merchandise and review the return against the eligibility requirements described in this policy.

If the return is approved, the refund will normally be issued to the original payment method used for the order. Purchases made through Stripe-supported payment methods will generally be refunded through the original payment transaction, while PayPal purchases will normally be refunded through the original PayPal transaction.

Approved refunds are generally processed by us within 7 business days after the return has been received and approved, or after the refund has otherwise been confirmed where no physical return is required.

After we issue the refund, the customer's bank, card issuer, PayPal, or other payment provider may require additional processing time before the refunded amount appears in the customer's account. This additional posting time is controlled by the payment provider and is separate from our 7-business-day refund processing period.

7. Refund Amounts & Non-Refundable Costs

Approved refunds generally cover the eligible purchase price of the returned merchandise.

Original shipping charges are generally not refundable when a return is made because of a change of mind, an ordering mistake, or another reason unrelated to an error on our part, unless otherwise required by applicable law.

Where an order issue results from damaged merchandise, defective merchandise, incorrect fulfillment, or another verified error on our part, we will review the circumstances and determine whether applicable original shipping charges should also be refunded.

If a returned item has been used, damaged after delivery, altered, or returned in a condition that materially affects its resale value, the return may be declined or, where permitted by applicable law, the refund may be adjusted to reflect the reduced value.

8. Payment Disputes & Customer Support

We encourage customers to contact us at [email protected] before opening a payment dispute so that we have an opportunity to review the order and work toward an appropriate resolution.

If a payment dispute is submitted through Stripe, PayPal, a bank, or a card issuer, we may provide relevant transaction and order records to the payment provider. These records may include order confirmation details, payment records, shipping and tracking information, delivery confirmation, customer correspondence, return requests, photographs supplied in connection with a claim, and refund records where applicable.

Any dispute documentation is used to explain the transaction history and assist the payment provider in reviewing the matter. Nothing in this policy is intended to restrict rights available under applicable law or under the rules of the relevant payment provider.

Customers who need assistance with a return, refund, damaged item, or payment-related concern may contact us at [email protected] or visit our Contact Us page.