Return / Refund Policy

Enhanced Return & Cancellation Policy

At Toslan, we strive to provide a seamless shopping experience and prioritize customer satisfaction. Below is our comprehensive return and cancellation policy, designed to ensure transparency and clarity for all customers.

Cancellation Policy for Customized Items

Customized products are created exclusively based on the customer’s specifications provided at the time of purchase. Due to the personalized nature of these items:

1. No Cancellations or Returns:

   • Once an order for a customized item is placed, cancellations or returns are not allowed.

2. Acknowledgment by Customers:

   • By placing an order for a customized product, customers agree that these items are non-refundable and cannot be resold, except in cases of manufacturing defects or errors.

General Return Policy

Toslan is committed to customer satisfaction and offers returns or exchanges under specific conditions within 30 days of the delivery date.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Return Options

Customers can choose one of the following:

1. Full Refund (in eligible cases).
2. Exchange for another item.
3. Store Credit for future purchases.

Note: Store credit or exchanges may be processed faster than refunds, depending on the condition of the returned product.

Conditions for Returns

1. Item Condition:

   • Items must be returned in their original condition:
     • Unworn, unwashed, and undamaged.
     • With original tags and packaging intact.

2. Return Authorization:

   • Customers must contact Toslan’s customer service to obtain authorization and the correct return address before initiating the return.
   • Unauthorized returns will not be processed.

3. Documentation Requirements:

   • To initiate a return, customers must provide:
     • Order number.
     • SKU or product name.
     • A clear explanation of the return reason.

4. Evidence of Defects:

   • For defective, damaged, or incorrect items, clear photos showing the issue must be submitted.

Ineligible Returns

Toslan cannot process returns for the following:

• Items that show signs of wear, stains, or alterations.
• Items missing their original tags or packaging.
• Products that are not purchased from Toslan.

Refund and Return Scenarios

1. Full Refunds
   Toslan will issue a full refund in the following cases:

• Defective or damaged items due to production or transit issues.
• Incorrect items delivered.
• Orders canceled within 24 hours of purchase or before the order has shipped.
• Parcels lost in transit.

2. Partial Refunds
   Partial refunds may be offered for:

• Returns due to personal preference, such as sizing issues or a change of mind.

3. Non-Refundable Cases
   Returns will not be accepted for:

• Customized items (except in cases of defects or errors).
• Returns sent to the wrong address or without prior authorization.

Return Shipping Costs

1. Covered by Toslan:

   • If the return is due to Toslan’s error (e.g., incorrect items, damaged products, or defects).

2. Customer’s Responsibility:

   • For returns due to personal preference or ordering mistakes, customers will bear the shipping costs.

3. Freight Reimbursement:

   • If Toslan determines fault, shipping costs will be reimbursed upon review.

How to Submit a Return Request

1. Contact Customer Service:

   • Submit your request within 30 days of delivery by emailing service@Toslan.com.

2. Provide Required Details:

   • Order number.
   • SKU or product name.
   • Reason for the return.
   • Supporting photos (if applicable).

3. Await Authorization:

   • Wait for approval and the return address from our customer service team.

4. Ship the Item:

   • Return the item with a tracking number and keep the receipt as proof of shipment.

Processing Timeline

• Refunds:

  • Processed within 7 business days after the returned item has been received and inspected.
  • Refunds may take additional time to reflect in your account, depending on your payment provider.

• Exchanges:

  • Processed faster than refunds, depending on the availability of the requested item.

Special Cases

1. Parcels Lost in Transit:

   • Toslan will reship the order at no additional cost or issue a full refund.

2. Incorrect Address:

   • If an incorrect shipping address is provided and not updated before shipping, the customer will be responsible for all losses. Reshipment fees will apply.

Additional Notes

1. Return Labels:

   • For defective or incorrect items, a return label will be provided.
   • For returns due to customer preference, a return label will also be included in the package.

2. Storage of Returned Items:

   • Returned items that do not meet the criteria for a refund will not be processed and may be discarded.

3. International Returns:

   • Customers returning items from outside the shipping region must comply with customs regulations. Toslan is not responsible for customs fees or delays.

Contact Information

For all return and cancellation inquiries, please contact our customer service team at service@Toslan.com.
Our team will respond to your request within 24 business hours.

By shopping with Toslan, you agree to the terms outlined in this policy, ensuring a clear and smooth shopping experience for all customers.

The Toslan customer service team can be reached at :

Tel :  +86 153 890 49711

E-mail : service@Toslan.com

Company Address : Room 408-A009, 4th Floor, Building D3, Yimao International Warehouse, Qinghuayuan Road, Huiji District, Zhengzhou City, Henan Province

Company Name : Zhengzhou Tanyin Information Technology Co., Ltd.

Working Time : Mon - Fri 08:00-17:00(UTC+8)