Girls' sweatshirt with a round neck and a print on the front

What is your Return & Exchange Policy?

We believe that a great shopping experience doesn't end at delivery. That's why we've established a clear and fair return and exchange policy to ensure your comfort and protect your rights every step of the way.

• Customers are eligible to request an exchange or return within 14 days of the delivery date, whether due to sizing issues or any other accepted reason.
• In the event of a manufacturing defect or a clear product fault, the eligibility window extends to 30 days from the date of delivery.
• The item must be returned in its original, unused condition with the tag still attached, exactly as it was received.
• Requests submitted outside these timeframes, or for items with removed tags or signs of use, will not be accepted.

How does the exchange process work?

Step-by-step guide to exchanging an item:

• Place a new order for the item you wish to exchange for, directly through our website.
• Contact customer service and provide your new order number to initiate the official exchange process.
• Our team will calculate any price difference between the returned item and the new one, and notify you of any amount due or refundable.
• Shipping is handled on a swap basis; your return and the replacement item are exchanged simultaneously through the courier.

How does the return process work?

Step-by-step guide to getting your refund:

• Contact customer service or send a message through our official page to submit your return request, including your order number and reason for return.
• Our team will review your request, verify it meets the return conditions, and inform you of the approval and shipping instructions.
• Send the item in its original condition with the tag attached, following the instructions provided by our customer service team.
• Once we receive and inspect the item, your refund request will be activated and processed.
• The refund will be issued minus shipping costs, using the same payment method used at the time of purchase.

What are the available Refund Methods?

Based on your original payment method:

• Cash orders: Refunds are sent via Vodafone Cash or any available electronic wallet, processed as soon as the item inspection is complete and the request is approved.
• Visa / bank card orders: Refunds are processed within 21 business days from the approval date, in accordance with standard bank procedures which are outside our control.

I cannot see the refund in my bank account. What should I do?

We make sure all refunds to all our customers are processed immediately once confirmed. If you haven't received your refund within 21 days, please check with your bank first. If you still haven't received your refund, please contact our Customer Care Center or email us at info@tomatostores.com.