Refund policy

Thank you for choosing our brand. We strive to provide high-quality, safe, and discreet products for our customers. This Refund and Return Policy outlines the terms and conditions for returns, exchanges, and refunds for all purchases made on our Shopify store. Please read this policy carefully before making a purchase.

1. Eligibility for Returns & Refunds

Due to the intimate and personal nature of our products (including but not limited to personal massagers, wellness devices, and related accessories), we have strict eligibility requirements to ensure the health and safety of all our customers:
  • Products must be unopened, unused, and in their original sealed packaging (including all tags, manuals, and accessories) to be eligible for a return or refund. Once the product packaging is opened, we cannot accept returns or issue refunds, as we cannot guarantee the hygiene and safety of the product.
  • Returns must be requested within 7 calendar days of the delivery date. Requests made after 7 days will not be accepted.
  • Products that are damaged, defective, or incorrect (e.g., wrong product, wrong color) upon delivery are eligible for a return, exchange, or refund, even if the packaging is opened (please provide photo/video evidence of the damage/defect).
  • Customized or personalized products are non-returnable and non-refundable, unless they are damaged or defective.

2. How to Request a Return & Refund

To initiate a return or refund, please follow these steps:
  1. Contact our customer service team via [Insert Your Customer Service Email] within 7 calendar days of delivery. Please include your order number, product name, and a detailed description of your request (e.g., "defective product", "unopened return").
  2. For damaged, defective, or incorrect products: Attach clear photo/video evidence of the issue to your email. Our team will review your request within 2-3 business days.
  3. Once your return request is approved, we will send you a return shipping label and detailed instructions for returning the product. Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., defective product, wrong item).
  4. Ship the product back to us in accordance with the instructions provided. Please ensure the product is properly packaged to avoid damage during transit. We are not responsible for products lost or damaged during return shipping.
  5. Once we receive and inspect the returned product (to confirm it meets eligibility requirements), we will process your refund or exchange within 3-5 business days.

3. Refund Process

  • Refunds will be issued to the original payment method used for the purchase (e.g., PayPal, credit card).
  • Processing times for refunds may vary depending on your payment provider, but typically take 3-7 business days to reflect in your account.
  • Shipping costs paid at the time of purchase are non-refundable, unless the return is due to our error.
  • If you received a free gift with your purchase and request a refund, the free gift must be returned unopened and unused; otherwise, the value of the free gift will be deducted from your refund amount.

4. Exchanges

If you wish to exchange an eligible product (unopened, unused, or defective), please follow the return process outlined above and specify your desired exchange product in your email. Once we receive and inspect the returned product, we will ship the exchanged product to you at no additional cost (excluding return shipping costs, if applicable).

5. Discreet Shipping & Return

We understand the importance of privacy. All products (including returns) are shipped in plain, unmarked packaging with no brand logos, product descriptions, or identifying information. Your privacy is our top priority.

6. Exceptions

We reserve the right to refuse returns or refunds if:
  • The product is opened, used, or not in its original sealed packaging (unless damaged/defective).
  • The return request is made after 7 calendar days of delivery.
  • The product is damaged due to improper use, neglect, or mishandling by the customer.
  • The product is a customized or personalized item (unless damaged/defective).

7. Contact Us

If you have any questions, concerns, or need assistance with a return or refund, please contact our customer service team at:
Email: sales@tumando.co
Response Time: 2-3 business days
By making a purchase on our store, you agree to the terms and conditions outlined in this Refund and Return Policy. We reserve the right to update or modify this policy at any time; any changes will be posted on this page with an updated effective date.