1) Return window

2) Eligibility conditions

• Items must be unused, in as-new condition, and returned with all original packaging, manuals and accessories.
• Products should be free from wear, marks, installation traces, odours, or any signs of use.
• Serial numbers and security labels must be intact and match our records.
• Returns must be authorised in advance (RMA) as described below.

3) Items excluded from returns

For safety, hygiene and practical reasons, some items cannot be returned unless faulty:

• Consumables and parts that have been opened/used (e.g., discs, blades, abrasives, adhesives, oils).
• Items damaged by misuse, improper installation, modification, or neglect.
• Customised, personalised or made-to-order items.
• Digital downloads, used software licences or activated codes.
• Any item that is not in a resellable condition due to customer handling beyond what is necessary to check the product.

Your statutory rights remain unaffected.

4) How to start a return (RMA)

1. Submit a request: email info@tolvia.co.uk with your order number, item(s), and reason.
2. Receive instructions: we’ll issue an RMA number and provide the return address and steps.
3. Pack securely: include all accessories and original packaging, protect sharp/fragile parts, and write your RMA on the outer box.
4. Ship back: use a trackable service and keep your receipt and tracking number.

5) Return shipping costs

6) Refund method & timeline

• Refunds are issued to the original payment method.
• Once your return is received and inspected, we aim to process refunds within up to 14 days.
• Your bank/card provider may take an additional 1–2 billing cycles to post the credit.
• Shipping fees paid on the original order are non-refundable unless the return is due to our error or a faulty item.

7) Exchanges

The fastest way to get the right item is to return the product (following the RMA steps) and place a new order. Where practical, we may offer a like-for-like exchange for faulty items.

8) Faulty, damaged or incorrect items

• Faulty: If a defect appears, stop using the product and contact us. We’ll help under your legal rights and our Warranty Policy.
• Damaged in transit: Report within 48 hours with clear photos of the parcel and contents.
• Incorrect item: Let us know within 7 days; we’ll arrange the correct item or a refund.

9) Inspection & deductions

We inspect all returns. If the product is not in as-new condition (e.g., missing parts, signs of use, damaged packaging), we may refuse the return or apply a reasonable deduction to reflect diminished value.

10) Packaging & accessories

• Include all manuals, accessories, consumables supplied in the box, and any free promotional items.
• Use an outer box to protect retail packaging and sharp or heavy components.
• Remove old labels if reusing packaging and write your RMA on the outer carton.

11) Multi-item orders & bundles

For bundles or multi-item discounts, we may need all items returned to process a full refund. If only part of a bundle is returned, the refund may be adjusted to reflect the standalone price of the retained item(s).

12) Contact

To start a return or ask a question, use the details below:

This Return & Refund Policy forms part of our Terms & Conditions and should be read with our Shipping Policy and Warranty Policy. Your statutory rights are not affected.