Refund policy
REFUND AND RETURNS POLICY
At TOVYNX, we want you to be satisfied with your purchase. This policy explains your rights and how returns, refunds, damaged products, promotional items and order cancellations are handled.
14-DAY RIGHT TO CANCEL
If you purchase a product from TOVYNX online, you generally have the right to cancel your order within 14 days of receiving it without giving a reason.
To exercise this right, email us at returns@tovynx.com within 14 days of receiving your order and include your order number.
After notifying us of your cancellation, you must return the product within a further 14 days.
Certain legal exceptions may apply, including products that are personalised or made specifically to your requirements.
RETURN CONDITIONS
Returned products should be:
- In their original condition
- Unused, except for handling reasonably necessary to inspect the product
- Returned with their original packaging and included accessories where reasonably possible
- Securely packaged to prevent damage during return shipping
If a product has been handled beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect any resulting loss in value where permitted by law.
RETURN SHIPPING COSTS
If you are returning a product because you changed your mind under the applicable cooling-off period, you are responsible for the cost of returning the product.
If the product is faulty, damaged, incorrect or not as described, TOVYNX will cover reasonable return shipping costs or provide another appropriate remedy.
Please contact returns@tovynx.com before returning any item so that we can provide the correct return instructions and return address.
Products must not be returned to the address shown on the original shipping package unless TOVYNX specifically confirms that address.
DAMAGED, FAULTY OR INCORRECT PRODUCTS
Please inspect your order when it arrives.
If your product is damaged, faulty, incorrect or not as described, contact returns@tovynx.com as soon as possible.
Please include:
- Your order number
- A description of the issue
- Clear photographs or a short video showing the product and, where relevant, its packaging
Depending on the circumstances and your applicable legal rights, we may provide a replacement, repair, price reduction or refund.
Nothing in this policy limits your statutory consumer rights.
SALE, PROMOTIONAL AND DISCOUNTED ITEMS
Products purchased during a sale, promotion or with a discount code are subject to the same statutory consumer rights that apply to full-price products.
Where applicable law gives you a right to cancel an online purchase within a cooling-off period, that right is not removed simply because the product was discounted.
However, TOVYNX does not offer any additional voluntary change-of-mind return rights for sale, promotional, clearance or final-sale products beyond those required by applicable law.
This does not affect your rights where a product is faulty, damaged, incorrect, not as described, or where you have a statutory right to cancel an online purchase.
NON-RETURNABLE PRODUCTS
The statutory right to cancel may not apply to certain products where an exception applies under consumer law, including products that are personalised or made specifically to your requirements.
This exception does not affect your rights if the product is faulty, damaged, incorrect or not as described.
REFUNDS
Once we receive the returned product, or you provide acceptable evidence that it has been returned, we will process the return in accordance with your applicable rights.
Approved refunds will be issued to the original payment method within the required legal timeframe.
When you legally cancel an entire order during an applicable cooling-off period, we will also refund the cost of our least expensive standard delivery option.
Any additional amount paid for express, premium or upgraded delivery is not refundable unless required by law.
We may withhold the refund until we receive the returned product or receive acceptable evidence that it has been sent back, where permitted by law.
Your bank or payment provider may require additional time to display the refund in your account.
ORDER CANCELLATIONS AND CHANGES
If you need to cancel or change an order, contact support@tovynx.com as soon as possible.
We will try to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once processing or fulfilment has started.
If the order has already been dispatched, you may use any applicable return or cancellation rights after receiving it.
EXCHANGES
The quickest way to receive a different product, colour or phone model is to return the original product in accordance with this policy and place a new order separately.
CONTACT US
For returns and refunds:
returns@tovynx.com
For general order questions or cancellation requests:
support@tovynx.com
Please include your order number whenever possible.