Refund policy

Last updated: 29 July 2026

We hope that you will love your TÓLME. If you change your mind or there is an issue with your order, the following Return & Refund Policy explains how we can assist you.

This policy applies to purchases made through thetolme.com and does not limit any mandatory consumer rights available to you under applicable law.

1. Your 14-day right of withdrawal

If you are a consumer in the European Union, you generally have the right to withdraw from your purchase within 14 days without giving a reason.

The withdrawal period begins on the day after you, or a third party designated by you other than the carrier, physically receive the goods. If products from the same order are delivered separately, the period begins when the final product is received.

To exercise your right of withdrawal, email us at hello@thetolme.com before the 14-day period expires. Please include:

  • your name;

  • your order number;

  • the product or products you wish to return; and

  • a clear statement that you wish to withdraw from the purchase.

You do not need to provide a reason for the return.

2. Return instructions and return address

Please contact us at hello@thetolme.com before sending any return. We will provide you with the correct return address and return instructions.

All returns must be sent to the designated return address within Europe provided by us. Do not send a return to our registered business address or to another address unless we have expressly instructed you to do so. We cannot guarantee that parcels sent without contacting us first, or sent to an unauthorised address, can be received or processed.

After notifying us of your withdrawal, you must send the product back without undue delay and no later than 14 days from the date on which you informed us of your decision.

3. Condition of returned products

You may inspect the product as you would in a physical shop to establish its nature, characteristics and functioning.

Please return the product complete, together with all accessories, cables and other items supplied with it. Where reasonably possible, use the original protective packaging or packaging that provides equivalent protection during transport.

You are responsible for any diminished value caused by handling beyond what is necessary to inspect the product. Where permitted by law, a corresponding amount may be deducted from your refund.

The absence of the original packaging does not by itself remove your statutory right of withdrawal, but you remain responsible for packaging the product safely for its return.

4. Return shipping costs

For a return made because you changed your mind, you are responsible for the direct cost of returning the goods to the designated return address within Europe.

We recommend using a tracked and appropriately insured shipping service and retaining your proof of postage. We may withhold the refund until we have received the returned goods or you have supplied evidence that you sent them, whichever occurs first.

Different rules apply if a product is faulty, damaged or incorrect; please see Section 7 below.

5. Refund amount

For a valid withdrawal, we will reimburse:

  • the purchase price of the returned product; and

  • any initial standard delivery costs paid by you.

If your order qualified for complimentary shipping, no initial delivery costs were paid and therefore no delivery costs will be reimbursed.

Additional delivery costs resulting from your choice of a more expensive delivery method will not be reimbursed.

The direct cost of returning a product because you changed your mind is not reimbursed.

If you return only part of an order, any initial delivery costs will be reimbursed only where required by applicable law.

6. How and when refunds are issued

We will issue the refund without undue delay and no later than 14 days after the day on which you inform us of your withdrawal.

We may withhold the refund until:

  • we have received the returned goods; or

  • you provide evidence that the goods have been sent to the return address supplied by us,

whichever occurs first.

The refund will be made to the original payment method unless expressly agreed otherwise. We do not charge a fee for issuing the refund. The time required for the refunded amount to appear in your account may depend on your bank or payment provider.

7. Faulty, damaged or incorrect products

If your TÓLME arrives damaged, is faulty, does not correspond to the product ordered or otherwise does not conform to the sales contract, please contact us promptly at hello@thetolme.com.

Please include:

  • your name and order number;

  • a description of the issue; and

  • clear photographs or a short video showing the product, the issue and, in the case of transport damage, the shipping packaging.

Please retain the product and its packaging until we have reviewed the issue and provided instructions. Do not arrange a return at your own expense unless we ask you to do so.

Where the product is faulty, damaged or incorrect, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include:

  • repair;

  • replacement;

  • a proportionate price reduction; or

  • a refund where the legal conditions for a refund are met.

Where a return is necessary because the product is faulty, damaged or incorrect, TÓLME will cover the reasonable return shipping costs or arrange the return for you. No return shipping charge will be deducted from a refund in such a case.

If the contract is terminated because of a faulty, damaged or incorrect product, we will also reimburse any delivery costs that must be refunded under applicable law.

Your products are protected by the mandatory legal guarantee applicable within the European Union. This policy does not exclude or restrict those rights.

8. Products damaged after delivery

We are not responsible for damage caused after delivery by:

  • misuse or accidental damage;

  • failure to follow the product’s care, charging or safety instructions;

  • unauthorised alterations or repairs;

  • exposure to rain, standing water or excessive moisture where the product is not expressly identified as waterproof; or

  • ordinary wear and tear.

This section does not affect your rights where the damage results from a defect or lack of conformity for which we are legally responsible.

9. Exchanges

If you would like a different product, please contact us at hello@thetolme.com. Exchanges are subject to availability.

Where a direct exchange is not possible, you may exercise your right of withdrawal and place a new order. Unless the original product is faulty, damaged or incorrect, you are responsible for the cost of returning it.

10. Refused and unclaimed deliveries

Refusing delivery or failing to collect a parcel does not automatically constitute a valid withdrawal. Please contact us at hello@thetolme.com if you wish to withdraw from your purchase.

Where permitted by law, reasonable additional costs resulting from an incorrect address, an unclaimed parcel or an unjustified refusal of delivery may be deducted from the amount refunded. This does not apply where the refusal results from a faulty, damaged or incorrect product or another valid exercise of your legal rights.

11. Exceptions

The statutory right of withdrawal does not apply where an exception under applicable law applies, including to goods made to your specifications or clearly personalised.

Any exception relevant to a TÓLME product will be clearly stated on the product page before you place your order.

Sale or promotional products are not excluded from the statutory right of withdrawal merely because their price has been reduced.

12. Contact

For all withdrawal, return, refund or product-related requests, contact:

TÓLME
Operated by Rédey Viktoria Desirée e.v.
Email: hello@thetolme.com