Refund policy

Thank you for shopping with Toneloom. We want you to be completely satisfied with your purchase. If you need to return or exchange an item, please review our comprehensive policy below.

1. 30-Day Return Window

You have 30 days from the date you receive your item to request a return or exchange. To be eligible, your item must be in the same condition that you received it: unworn or unused, with all original tags attached, and in its original packaging. You will also need to provide the receipt or proof of purchase.

2. Return Shipping Costs

  • Customer Preference (Change of Mind): If the return is due to personal preference, style adjustments, or change of mind, the customer is responsible for the return shipping fees. The actual cost will depend on the carrier you choose. We highly recommend using a trackable shipping service.

  • Damaged, Defective, or Incorrect Items: If the return is due to our error (e.g., the item arrived damaged, defective, or is the incorrect product), Toneloom will cover all return shipping costs and provide a prepaid shipping label. You will not bear any fees for these reasons.

3. How to Start a Return

To initiate a return, please contact our Customer Support team at support@toneloom.com.

If your return is accepted, we will provide a return shipping label along with detailed instructions on how and where to send your package.

  • Please note: Authorized returns must be sent to our dedicated distribution center: Toneloom Returns Department, Building E, 500 Linden Logistics Way, Linden, NJ 07036, United States

  • Items sent back to us without a prior return request will not be accepted or processed.

4. Damages and Issues

Please inspect your order immediately upon arrival. If you discover that the item is defective, damaged, or that you received the wrong item, contact us within 48 hours at support@toneloom.com so that we can evaluate the issue and make it right with a priority replacement or refund.

5. Exchanges & Defect-Related Returns

We welcome exchanges to help you find the perfect piece for your home. To ensure fairness and clarity, our exchange and return framework is divided into two categories based on the nature of the request:

  • A. Mis-shipped or Defective Items (Reported within 7 Days): If you discover a manufacturing defect, quality issue, or that the received item is completely incorrect (e.g., a completely different SKU from your ordered item), please contact us within 7 days of delivery. In these instances, Toneloom will bear all return and exchange shipping costs and provide a prepaid shipping label.

    • Disclaimer on Color Variations: Please note that "incorrect color" refers strictly to receiving a completely different SKU/color product. Minor color variations due to digital screen settings, professional studio lighting, or natural photography exposure do not constitute a product defect or mis-shipment.

  • B. Customer Preference & Ordering Errors (Change of Mind): If the exchange or return is due to personal preferences or buyer mistakes—such as ordering the wrong size, entering an incorrect shipping address, or subjective dissatisfaction with the color—the customer is strictly responsible for all return shipping fees.

    • How to Exchange: To secure your preferred replacement item before it sells out, please place a separate, new order directly on our website. You must ship the original item back to our designated warehouse at your own expense. Once our team receives and inspects the returned item in its original condition, we will close the original order and issue a refund to your original payment method, minus the necessary shipping and handling costs.

  • C. Direct Exchange Assistance: If you need expert assistance regarding dimensions, materials, or selecting an alternative item to better suit your space, please reach out to us at support@toneloom.com. Our dedicated customer care team is here to guide you through a seamless and worry-free process.

6. Non-Returnable Items & Final Sale

Please note that the following items cannot be returned or exchanged:

  • Natural Materials: Products crafted from natural wood or stone. Natural grain variations, unique texture patterns, and organic splitting are inherent characteristics of these premium materials and do not constitute structural defects.

  • Custom Orders: Any personalized, custom-made, or special-order items tailored specifically to your design requirements.

  • Lighting Fixtures: Any lighting products or components that have already been installed, mounted, or hardwired.

  • Sale Items & Gift Cards: Unfortunately, we cannot accept returns on clearance sale items, promotional gift cards, or store vouchers.

7. Refunds

Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund.

  • If approved, your refund will be automatically processed back to your original payment method within 10 business days.

  • Please keep in mind that it can take additional time for your bank or credit card company to process and post the transaction to your account.

  • If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at support@toneloom.com.

8. Contact Information

For any questions regarding returns, exchanges, or refunds, please reach out to our dedicated support team:

  • Brand Name: Toneloom

  • Customer Support: support@toneloom.com

  • Corporate Office Address: Room 1319, 13th Floor, Headquarters Building, Zhongdian Software Park, 39 Jianshan Road, High-Tech Zone, Changsha, Hunan, China, 410000

  • Return Warehouse Address: Building E, 500 Linden Logistics Way, Linden, NJ 07036, United States