Refund policy
We hope that you will be happy with any items you’ve ordered from us, but if you’re not entirely satisfied, please find details of our returns policy below.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give you 14 calendar days from the date you received or collected your complete order to notify us of items you are not completely happy with. We must receive any item you return to us within 14 calendar days of your notification to us. Orders cancelled under these Regulations are entitled to a refund of any standard postage paid for the delivery of your order, but you are responsible for any postage incurred in returning the items you wish to cancel, to us. Unfortunately, we do not refund postage on return of part orders.
Items must be returned in the condition you received them, which includes keeping any hygiene seals in place. You will lose your right to return an item if you unseal a product that needs to be sealed for health or hygiene reasons.
How to Return Items
Please email ( info@toneko.co.uk ) us if you would like to return the item. We will advise you how to return your items.
Returns by Post
To return items by post please repackage them carefully and return them to:
TONEKO Ltd
Cherry Hill, Mountview Road,
Claygate, Esher, Surrey
KT10 0UD
Please ensure that your package contains your completed returns form. A blank returns form is enclosed with your items.
Faulty Items
If you believe any of the items you have ordered to be damaged or faulty, please contact us. Either email info@toneko.co.uk, or call 075 2307 9005 during our opening hours (Monday-Friday 09:00-17:00) and we will advise you how to return the items.
Refunds
Your refund will be processed once we receive your returned items. Refunds are credited to the original card you paid with and will take 5-7 working days to be credited to your account, depending on your card provider.
We will refund any standard postage paid on orders returned in full. Unfortunately, we do not refund postage on return of part orders. We do not also refund postage for trial products.
Unfortunately, you cannot return anything that has a hygiene seal that has been broken. You cannot return items that you have used, unless you are returning them because they are damaged or faulty.
[The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give us the right to reduce the amount of refund that you receive, in the event that non faulty items being returned are damaged or used in any way. The amount of that we might reduce your refund by will be dependent on the decrease in value of your use of the item. You should note that should your use mean that your items cannot be resold, this reduction may be 100%.]