Return Policy
Return & Refund Policy
We want you to understand your return options before shopping with Tonerae. This policy applies to eligible products purchased directly from tonerae.com.
Nothing in this policy limits any statutory cancellation rights or remedies that may apply to faulty, damaged, incorrectly supplied or materially misdescribed goods.
Return Window
Under our voluntary return policy, eligible return requests should be submitted within 30 days of confirmed delivery.
Returned items must be unused, uninstalled and unassembled where applicable, except to the extent reasonably necessary to inspect the product.
Products should be returned in resalable condition together with their original components, accessories, instructions and packaging where reasonably available.
Requesting a Return
Before sending an item back, please contact us at service@tonerae.com .
Please include your order number, the product name and the reason for your return request.
If the product arrived damaged, incorrect, incomplete or materially different from its description, please include clear photographs of the product and packaging where available.
Once your request has been reviewed, we will provide the appropriate return instructions. Returns sent without prior authorization may experience delays or may not qualify under our voluntary return policy, subject always to applicable law.
Non-Returnable Items
Under our voluntary return policy, certain products may not qualify for return where they have been:
- Used beyond what is reasonably necessary for inspection;
- Installed, altered, modified or assembled in a way that prevents resale;
- Damaged after delivery due to misuse, unsuitable installation, improper storage or inappropriate care;
- Returned with important components, accessories or parts missing;
- Personalized or specially customized;
- Clearly marked as final sale or otherwise non-returnable before purchase;
- Gift cards, digital or downloadable products where applicable;
- Products that cannot be returned for hygiene or safety reasons once opened, where applicable.
These exclusions do not remove any statutory return, cancellation, refund or other consumer rights that apply under applicable law.
Damaged, Defective or Incorrect Orders
Please contact us as soon as possible if your order arrives visibly damaged, defective, incomplete or different from what you ordered.
For visible transit damage, missing components or an incorrect item, we ask that you report the issue within 7 days of delivery where reasonably possible.
Please keep the product, original packaging and any relevant components while we review the issue.
Where a claim is accepted, the appropriate resolution may include replacement parts, a replacement product, a refund or another reasonable remedy depending on the circumstances and applicable law.
The 7-day reporting request does not limit statutory rights concerning defects, damaged goods or products that do not conform to the purchase agreement.
Return Shipping
For an approved voluntary change-of-mind return, you are generally responsible for the cost of returning the product.
We recommend using a tracked shipping service and retaining proof of shipment until your return has been received and processed.
Original delivery charges are generally non-refundable for voluntary returns unless the goods were damaged, defective, incorrectly supplied, materially misdescribed or a refund of those charges is otherwise required by applicable law.
If Tonerae provides a prepaid return label for a voluntary return, any applicable return-label cost will be disclosed before it is deducted from the refund.
Inspection and Refunds
Returned products are reviewed after arrival to confirm their condition and eligibility under this policy.
Once a refund is approved, we normally issue it to the original payment method within 10 business days, subject to any shorter period required by applicable law.
Where permitted by law, the refundable amount may be reduced if an item is returned with missing components, avoidable damage or diminished value caused by handling beyond what was reasonably necessary to inspect the product.
After a refund is issued, your bank, card issuer or payment provider may require additional time before the funds appear in your account.
Exchanges
Direct exchanges are subject to product availability and cannot always be guaranteed.
Where an exchange cannot be arranged, you may return an eligible product in accordance with this policy and place a separate order for the preferred item.
For decorative home pieces, garden objects and tools, product size, finish or colour availability may change over time, so replacement stock may not always be identical or immediately available.
Order Cancellations
If you need to cancel an order, please email service@tonerae.com as soon as possible.
We recommend submitting cancellation requests within 2 hours of placing the order. We will make a reasonable effort to assist, but fulfilment may begin quickly and cancellation cannot be guaranteed.
If the order has already been dispatched, the applicable return procedure will apply.
Nothing in this section affects any statutory cancellation or withdrawal right available under applicable law.
Chargebacks and Payment Disputes
If you have a concern about an order or transaction, we encourage you to contact us first at service@tonerae.com so that we can review the matter and try to provide an appropriate resolution.
This request does not restrict your right to dispute an unauthorized, fraudulent or unresolved transaction through your bank, card issuer or payment provider where applicable.
Contact and Company Information
If you need assistance with a return, refund, damaged item or order cancellation, please contact us at service@tonerae.com .