Refund policy

At Toneloom, we want every customer to shop with confidence. Please review the return, refund, damage-reporting, and cancellation terms below before placing your order.

1. Return Window

Return Term Details
Return Window Within 30 days from the confirmed delivery date
Return Authorization Required before sending any item back
Return Request Method Email support@toneloom.com
Refund Method Original payment method
Customer-Responsible Restocking Fee 15% of the product purchase price

Customers must contact Toneloom within 30 days of delivery and receive written return authorization before shipping any product back.

Returns sent without prior approval may be refused, delayed, or returned to the sender.

2. Return Eligibility

To qualify for a return, the product must:

  • Be unused, uninstalled, and unassembled

  • Be free from stains, scratches, odors, damage, alterations, or signs of wear

  • Include all original parts, hardware, manuals, and accessories

  • Be securely packed in its original packaging

  • Include all original foam, cartons, inserts, crates, and protective materials

  • Be suitable for inspection and resale

Customers may carefully open the package to inspect the product after delivery. However, the product must not be installed, assembled, used, altered, or damaged.

Toneloom may reduce or deny a refund if the returned product does not meet these requirements.

3. Items Not Eligible for Return

The following items cannot be returned or exchanged:

  • Custom-made or personalized products

  • Clearance and Final Sale items

  • Samples and material swatches

  • Gift cards

  • Shipping protection or insurance products

  • Warranty plans or warranty cards

  • Installed lighting products

  • Assembled furniture

  • Used, altered, damaged, or incomplete products

  • Products without original packaging

  • Unauthorized returns

Installed lighting and assembled furniture may still qualify for after-sales or warranty support, but they are not eligible for standard return.

4. Damaged, Defective, Missing, or Incorrect Items

Customers must inspect the product and packaging promptly after delivery.

Requirement Details
Reporting Window Within 48 hours of delivery
Contact Email support@toneloom.com
Required Evidence Order number, product photos, packaging photos, shipping-label photos, and a description of the issue
Confirmed Return Shipping Cost Covered by Toneloom
Restocking Fee None

If the outer packaging is visibly damaged, take clear photos of the packaging and shipping label before refusing or accepting delivery.

Once the issue is confirmed, Toneloom may provide:

  • Free replacement parts

  • A replacement product

  • A partial refund

  • A full refund

  • An approved return at Toneloom’s expense

Confirmed missing parts or hardware will be shipped free of charge.

Claims reported after 48 hours may still be reviewed, but the customer may be responsible for related shipping costs if Toneloom can no longer file a carrier claim.

5. Customer-Caused Damage

Products damaged by installation, assembly, modification, misuse, improper handling, or failure to follow instructions are not eligible for return or exchange.

These cases may be reviewed under the applicable warranty or after-sales service policy.

Toneloom does not cover installation labor, removal costs, reinstallation costs, electrician or contractor fees, or property damage caused by improper installation.

6. Personal Preference Returns

Personal preference returns include:

  • Change of mind

  • Color or style preference

  • Size preference

  • Measurement error

  • Ordering the wrong item or quantity

  • The product not matching the intended space

  • The product not fitting through doors, hallways, stairs, or elevators

Return Reason Return Shipping Cost Restocking Fee
Customer preference or ordering error Customer responsibility 15%
Product does not fit the space or delivery path Customer responsibility 15%

The 15% restocking fee is calculated from the product purchase price after discounts and before sales tax.

The customer is responsible for the actual return shipping cost.

If Toneloom provides a prepaid return label, the shipping cost will be deducted from the final refund.

Toneloom does not charge a restocking fee for confirmed shipping damage, product defects, missing items, incorrect items, or fulfillment errors.

7. Free Shipping and Refund Deductions

Toneloom provides free standard shipping within the contiguous United States, so there is no separate outbound standard shipping charge to refund.

Where applicable, the following may be deducted from a customer-responsible refund:

  • 15% restocking fee

  • Return shipping cost

  • Redelivery or storage fees

  • Address-correction or rerouting fees

  • Return-to-sender freight

  • White-Glove Delivery charges

  • Other customer-responsible carrier costs

Upgraded delivery and White-Glove Delivery fees are non-refundable once the service has been performed or related scheduling costs have been incurred.

8. Natural Materials and Product Variations

Natural and handmade materials may vary in color, grain, veining, texture, pattern, finish, shape, and dimensions.

These variations are not considered defects.

Hand-measured products may vary by approximately 0.5–1 inch.

Product colors may also appear different due to screen settings, photography, room lighting, natural daylight, or production batches.

Reasonable color or material differences do not qualify as manufacturing defects. An eligible customer may still request a personal-preference return, subject to return shipping and the 15% restocking fee.

9. Return Authorization Process

To request a return:

Step Action
1 Email support@toneloom.com with your order number and return reason
2 Provide requested photos or supporting information
3 Wait for written approval
4 Follow the return instructions provided by Toneloom
5 Ship the product to the approved return address
6 Send the return tracking number to support@toneloom.com

Do not ship any product back before receiving approval.

The return address is publicly listed below, but this does not replace the return authorization requirement.

Customers should use a trackable and adequately insured shipping service. Toneloom is not responsible for customer-returned packages lost or damaged before reaching the warehouse.

10. Return Address

Approved returns must be sent to:

Toneloom Returns
915 Secaucus Rd
Secaucus, NJ 07094
United States

Customers must obtain written return authorization before shipping any product to this address.

The order number or Return Merchandise Authorization number must be included when requested.

11. Refused or Failed Deliveries

Situation Handling
Delivery refused without Toneloom approval Treated as a customer-responsible return
Incorrect or incomplete customer address Related carrier fees may apply
Missed delivery appointment Redelivery or storage fees may apply
Product does not fit through the delivery path Treated as a customer-responsible return
Shipment returned for a customer-related reason Refund processed after inspection and deductions

An unauthorized refusal may result in deduction of:

  • 15% restocking fee

  • Actual return freight

  • Storage fees

  • Redelivery fees

  • Address-correction or rerouting fees

Refusing delivery does not automatically cancel the order or guarantee a full refund.

12. Order Cancellations

Order Status Cancellation Result
Within 48 hours after purchase Free cancellation and full refund
More than 48 hours after purchase Depends on processing and fulfillment status
Order already dispatched or shipped Cannot be canceled directly
Order already delivered Return may be requested under this policy
Custom order after production begins Cannot be canceled

To request cancellation, contact support@toneloom.com as soon as possible.

A cancellation is not approved until Toneloom confirms it in writing.

If the order has already shipped, the customer may request a return after delivery, subject to return eligibility, return shipping, the 15% restocking fee, and applicable carrier charges.

13. Custom Orders

Toneloom accepts approved customization requests involving size, color, material, fabric, finish, or other specifications.

The typical production time is approximately 6–8 weeks, excluding transit time.

Once production begins, a custom order cannot be canceled, returned, or exchanged.

If a custom product arrives damaged, defective, incomplete, or materially different from the approved specifications, contact support@toneloom.com within 48 hours of delivery.

14. Refund Processing

Refund Step Timeframe
Return inspection after warehouse receipt Within 3 business days
Approved refund submitted Within 2 business days after approval
Bank or payment-provider processing Usually an additional 5–10 business days

Approved refunds are issued to the original payment method.

The final refund amount may include applicable deductions such as return shipping, restocking fees, carrier charges, or non-refundable delivery services.

Banks, card issuers, PayPal, Shop Pay, and other payment providers may require additional time to display the refund.

15. Partial Refunds

Toneloom may offer a partial refund when:

  • The customer chooses to keep a product with a confirmed issue

  • The issue is minor or repairable

  • A nonessential component is missing

  • Both parties agree to a price adjustment

All partial refunds must be reviewed and approved by Toneloom.

Acceptance of a partial refund may resolve the reported issue and may affect eligibility for a later return based on the same issue.

16. Shop Pay Installments Refunds

For orders paid through Shop Pay Installments, Toneloom will submit the approved refund to Shop Pay.

Shop Pay will handle any adjustment involving completed payments, remaining installments, payment schedules, or financing balances under its own terms.

Toneloom does not control how Shop Pay allocates the refund within the customer’s installment account.

17. Company and Contact Information

Information Details
Brand Name Toneloom
Operating Company Changsha Yanjia Network Technology Co., Ltd.
Business Address Room 1319, 13th Floor, Headquarters Building, Zhongdian Software Park, 39 Jianshan Road, High-Tech Zone, Changsha, Hunan, China, 410000
U.S. Fulfillment and Return Warehouse 915 Secaucus Rd, Secaucus, NJ 07094, United States
Customer Service Email support@toneloom.com
Trade Email trade@toneloom.com
Customer Service Phone +1 209 685 3004
Customer Service Hours Monday–Friday, 9:00 AM–6:00 PM (GMT+8)

Please contact Toneloom and receive written return authorization before sending any product to the return warehouse.

Last Updated: August 2026