Refund policy

Return Policy

We want to ensure that you are completely satisfied with your purchase. Therefore, we offer a return policy that allows you to return your order within 30 days of receipt.

Return Conditions

  • Return Period: You have 30 days to return your product, starting from the day of receipt.
  • Product Condition: Returned items must be unworn, undamaged, and in their original packaging so they can be resold.
  • Exceptions: Certain items are excluded from return, including:
    • Hygiene products such as underwear, bras, tights, and cosmetics
    • Custom-made or personalized products
    • Items that cannot be returned due to their nature

Order Cancellation

  • Cancellation Period: You can cancel your order within 1 hour of placing it. After this period, cancellation is no longer possible.
  • Cancellation for PayPal Orders: The cancellation rule only applies to PayPal orders.
  • Credit Card Orders: There is NO cancellation option.

Return Process

  1. Return Request: Send an email to Support@tom-rose.com to request a return. Provide your contact information, order number, and include clear photos or videos of any defects or damage.
  2. Return Shipment: Once your return is approved, you will receive instructions on how to return the items. Ensure that the items are returned in perfect condition and meet all the return conditions.
  3. Shipping Costs: Customers are responsible for return shipping costs, which will not be refunded.
  4. Proof of Shipment: Don't forget to send us proof of shipment via email, preferably by replying to the previous email contact.

Damaged Products

If a product is damaged upon receipt, we will offer you a free replacement. Please make sure to submit photo or video evidence clearly showing the damage.

Refund

Refunds for returned items will be processed within 2-5 business days after the returned items are received by the supplier.

Notes

  • We are not responsible for incorrect addresses or issues during the shipping process.
  • We reserve the right not to issue a refund if the return conditions are not met.
  • Please note that, if applicable, your items may need to be returned to one of our warehouses, which may be located abroad depending on where the item is in stock.