1) Return window

Eligible items may be returned within 30 calendar days of delivery, provided they meet the conditions set out in this policy. The return window is designed to give you enough time to inspect the product and decide whether it is suitable, while also ensuring that returned goods can be checked, processed and, where appropriate, resold in a fair condition.

Consumer cancellation rights

If you are a UK consumer buying online, you may also have a statutory right to cancel many distance-selling purchases within 14 days of delivery. Our 30-day return window is a store policy for eligible items and may provide additional time beyond the statutory cancellation period, but it does not remove any legal rights you may have.

When the return window may not apply

Some items may be excluded from returns unless faulty, for example consumables, personalised goods, opened sealed items or products that cannot be returned for safety, hygiene or practical reasons. These exclusions are explained in section 3.

Late return requests

If you contact us after the 30-day return window has expired, we may be unable to accept the return unless the item is faulty or your statutory rights apply. Warranty claims may still be handled separately under our Warranty Policy.

2) Eligibility conditions

To qualify for a standard return, products must be returned in a condition that allows us to inspect them and, where appropriate, return them to sale. The product should not show signs of use beyond what is reasonably necessary to inspect it.

• 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, stains, scratches, dents, residue, missing parts or any signs of use.
• Serial numbers, warranty seals, security labels, product labels and barcodes must be intact and match our records.
• Returns must be authorised in advance through our RMA process as described below.
• The item must be returned with all components supplied in the box, including cables, chargers, attachments, manuals, inserts, tools, accessories and promotional items.
• The product must not have been modified, repaired, disassembled, installed, registered, activated or used in a way that affects its condition or resale value.

Reasonable inspection

You may inspect a product in the same way you would reasonably inspect it in a shop. However, using, installing, damaging, marking, registering or altering the product may affect your ability to return it for a full refund.

Return authorisation

All returns must be approved before you send the item back. This helps us identify your parcel, provide the correct return address, prevent delays and ensure the return is handled by the right department.

Proof of purchase

We may ask for your order number, email address used at checkout, delivery postcode, product name or other information required to verify the purchase and match the return to your order.

3) Items excluded from returns

For safety, hygiene, licensing, customisation and practical reasons, some items cannot be returned unless they are faulty, damaged on arrival, incorrect or otherwise covered by your statutory rights.

• Consumables and parts that have been opened or used, such as discs, blades, abrasives, adhesives, oils, filters, seals, nozzles or similar replacement parts.
• Items damaged by misuse, improper installation, modification, neglect, accident, exposure to unsuitable conditions or failure to follow manufacturer instructions.
• Customised, personalised, made-to-order or specially requested items.
• Digital downloads, used software licences, activated codes, registered software or items with opened activation credentials.
• Any item that is not in a resellable condition due to customer handling beyond what is necessary to check the product.
• Items with missing serial numbers, altered labels, removed security seals, damaged retail packaging or missing accessories.
• Products returned without authorisation, without sufficient identification or to the wrong address.
• Items that have been installed, assembled, connected, programmed, configured or used in a way that changes their condition.

Faulty items are treated separately

If an excluded item is faulty, damaged on arrival or incorrect, contact us. We will review it under your statutory rights, this policy and, where applicable, our Warranty Policy. Exclusion from change-of-mind returns does not remove your legal rights for faulty goods.

Hygiene, safety and sealed items

Some items may not be suitable for return once opened because they cannot be safely resold or verified as unused. Where this applies, we may refuse a standard return unless the item is faulty or misdescribed.

Your statutory rights remain unaffected.

4) How to start a return (RMA)

Please do not send items back before contacting us. A return authorisation helps us provide the correct instructions, confirm eligibility, identify your parcel and avoid unnecessary delays.

1. Submit a request: email info@tolvia.co.uk with your order number, item or items you want to return, reason for return and supporting photos where relevant.
2. Receive instructions: we will review your request and, if approved, issue an RMA number and provide the return address and return steps.
3. Pack securely: include all accessories and original packaging, protect sharp, fragile, heavy or moving parts, and write your RMA on the outer box.
4. Ship back: use a trackable service and keep your receipt and tracking number until the return is completed.
5. Inspection: once received, we inspect the item and confirm whether the return is accepted, rejected or subject to deduction.
6. Refund or next step: where approved, we process the refund, exchange or other agreed remedy.

Information to include in your return request

• Your order number and the email address used for the order.
• The product name, quantity and reason for return.
• Whether the item is unused, opened, faulty, damaged, incorrect or unwanted.
• Photos or videos where the item is damaged, faulty, incorrect or has a visible issue.
• Your preferred outcome where relevant, such as refund, replacement or exchange.

Return address

The return address may differ from our registered office address. Always use the return address provided in your RMA instructions. Returns sent to the registered office or an incorrect address may be delayed or refused.

5) Return shipping costs

Return shipping responsibility depends on the reason for return. In general, customers are responsible for return postage where the item is unwanted, unsuitable or returned because of a change of mind. Tolvia is responsible where the item is faulty, misdescribed, incorrect or damaged in transit, subject to inspection and evidence.

Trackable return service

We recommend using a tracked and insured service for returns, especially for higher-value, fragile, heavy or bulky items. If you are responsible for return shipping, the parcel remains your responsibility until it is delivered to the return address.

Reasonable postage reimbursement

Where Tolvia is responsible for return postage, we may provide a prepaid label or reimburse reasonable standard return postage. Premium, express or unnecessary upgraded services may not be reimbursed unless agreed in advance.

International return shipping

For international returns, customs forms, duties, taxes, carrier charges and import handling may apply. Contact us before sending any international return so we can advise on the correct process and documentation.

6) Refund method & timeline

Refunds are normally issued to the original payment method used for the purchase. We cannot usually refund to a different card, account or person because of payment security, fraud prevention and card scheme rules.

• Refunds are issued to the original payment method.
• Once your return is received and inspected, we aim to process approved refunds within up to 14 days.
• Your bank or 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, a faulty item, an incorrect item or where required by law.
• If only part of an order is returned, we will refund the eligible returned item or items and any applicable shipping amount under this policy.
• If a returned item is incomplete, damaged or used beyond reasonable inspection, a deduction may apply where permitted by law.

When the refund period starts

The refund processing period normally starts once we receive and inspect the returned item, or once we have sufficient evidence that the return is valid where applicable. If an item requires technical inspection, warranty assessment or carrier investigation, processing may take longer.

Pending bank processing

After we issue a refund, the timing of the credit appearing on your statement is controlled by your bank, card issuer or payment provider. We cannot speed up bank posting times once the refund has been processed by our payment system.

Cancelled orders before dispatch

If your order is cancelled before dispatch and payment has already been captured, we will refund the amount due to the original payment method. If the payment was only authorised but not captured, your bank may simply release the pending authorisation.

Currency conversion and fees

If your bank converted the payment from another currency, the refunded amount shown on your statement may differ because of exchange rates or bank fees. These conversion rates and charges are set by your bank or card issuer, not by Tolvia.

7) Exchanges

The fastest way to get the right item is usually to return the product following the RMA steps and place a new order for the product you want. This avoids delays caused by stock changes, price changes or return inspection.

Where practical, we may offer a like-for-like exchange for faulty, damaged or incorrect items. Exchange availability depends on stock, product condition, inspection result and the reason for return.

Change-of-mind exchanges

If you ordered the wrong item or changed your mind, we may ask you to return the original item for refund and place a new order. Any price difference, delivery fee or promotional change will be handled according to the current checkout terms.

Faulty item exchanges

If a product is confirmed faulty, we may offer a repair, replacement, exchange or refund depending on the circumstances, product availability and your statutory rights.

Stock availability

We cannot guarantee that the same product will be available by the time your return is received and inspected. If a replacement is not available, we may offer a refund or an alternative option where appropriate.

8) Faulty, damaged or incorrect items

If your item is faulty, damaged in transit or incorrect, please contact us promptly so we can investigate and resolve the issue. Do not continue using a product that appears unsafe, damaged, overheating, sparking, leaking, making unusual noises or otherwise defective.

• Faulty: If a defect appears, stop using the product and contact us. We will help under your legal rights and our Warranty Policy.
• Damaged in transit: Report within 48 hours with clear photos of the parcel, packaging label, outer packaging, inner packaging and damaged contents.
• Incorrect item: Let us know within 7 days; we will arrange the correct item or a refund where appropriate.
• Missing parts: Contact us promptly with photos of the packaging and contents so we can check whether parts were missing from dispatch or lost during transit.
• Unsafe products: Stop use immediately and contact support before attempting further operation.

Evidence required

We may ask for photos, videos, serial numbers, product labels, packaging photos, tracking details or a description of the issue. This helps us assess the problem, support a carrier claim or arrange the correct remedy.

Carrier damage claims

For transit damage, please keep all packaging until the issue is resolved. Carriers may require evidence of the outer box, inner packaging, delivery label and damaged contents before accepting a claim.

Statutory remedies

If goods are faulty, not as described or not fit for purpose, you may be entitled to repair, replacement, refund or other remedy under UK consumer law. This policy does not limit those rights.

9) Inspection & deductions

We inspect all returns after they arrive. Inspection helps us confirm the product identity, order details, condition, completeness, serial number, packaging, accessories and whether the return reason matches the item received.

If the product is not in as-new condition, for example because of missing parts, signs of use, damaged packaging, installation marks, scratches, dents, odours, missing manuals, altered labels or damaged accessories, we may refuse the return or apply a reasonable deduction to reflect diminished value where permitted by law.

Examples of possible deductions

• Missing accessories, manuals, cables, chargers, attachments or promotional items.
• Damaged, written-on, taped or unusable retail packaging.
• Visible signs of use, installation, wear, dirt, residue or odour.
• Scratches, dents, cracks or damage not reported as a delivery issue.
• Removed or altered serial numbers, warranty seals or security labels.
• Products returned with incomplete, incorrect or mismatched parts.

No fault found

If an item is returned as faulty but no fault is found after inspection, we may treat the return as a change-of-mind return if it otherwise qualifies, or we may return the item to you. Additional postage or inspection costs may apply where permitted by law.

Rejected returns

If a return is rejected, we will explain the reason where possible. You may be asked to arrange collection or pay for re-delivery of the item. If the item is not collected or re-delivery is not arranged within a reasonable time, we may handle it in accordance with applicable law.

10) Packaging & accessories

Proper packaging is important because it protects the item during return shipping and helps us inspect the product accurately. Items damaged during return transit because of poor packaging may not be eligible for a full refund.

• Include all manuals, accessories, consumables supplied in the box, cables, chargers, attachments, inserts and any free promotional items.
• Use an outer box to protect retail packaging and sharp, fragile, heavy or moving components.
• Remove old labels if reusing packaging and write your RMA on the outer carton.
• Do not place shipping labels directly on retail packaging unless instructed.
• Protect sharp edges, blades, fragile parts, batteries and loose components to avoid damage or injury during transport.
• Use sufficient padding so the product cannot move freely inside the parcel.

Retail packaging

Original retail packaging forms part of the product presentation and may be required for resale or inspection. Damaged, missing or defaced packaging may reduce the refund amount where permitted by law.

Hazardous or restricted items

Some products, batteries or electrical items may require special packaging or carrier rules. Contact us before returning anything that may be restricted, hazardous, heavy, oversized or difficult to transport.

11) Multi-item orders & bundles

For bundles, promotional sets, multi-item discounts or orders that include free gifts, we may need all related 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 or items.

Partial returns

If you return only part of a multi-item order, we will calculate the refund based on the returned items and the original pricing structure. Discounts, bundle pricing, free delivery thresholds and promotional offers may affect the final refund amount.

Free gifts and promotional items

If your order included a free gift or promotional item because of the product you purchased, we may require the gift to be returned as part of the return. If the gift is not returned, its value may be deducted from the refund where permitted by law.

Split shipments

If your order was delivered in separate parcels, each item may have a different delivery date. The return window for each item normally starts from the date that item was delivered.

Shipping threshold adjustments

If returning items reduces the original order below a free-shipping threshold, we may adjust the refund to reflect the shipping terms that would have applied, where permitted by law and our policies.

12) Contact

To start a return, ask about refund timing, report a faulty item, request an exchange or get help with a damaged or incorrect delivery, please contact our support team using the details below. Include your order number, product name and a short description of the issue.

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.