Refund policy

Effective Date: July 9, 2026 · Last Updated: July 9, 2026 · shoptovi.com

Introduction

We want every Shoptovi purchase to feel like a great decision. On the rare occasion that something isn't quite right, our returns and refunds process is designed to be quick, fair, and refreshingly simple. This policy explains when you can return an item, what's eligible, how refunds work, and exactly what to expect — so you never have to chase us.

Purpose

To set clear, fair rules for returns and refunds so you know your options before and after you buy — and to resolve any issue without unnecessary back-and-forth. It works alongside our Shipping Policy.

Definitions

"Return window" — the 30-day period after delivery in which you can request a return.
"Change of mind" — a return for reasons other than a fault (for example, you no longer want the item).
"Evidence" — clear photos or a short video showing a damaged, faulty, or incorrect item.
"Refund" — return of the amount paid to your original payment method.
"Store credit" — a balance you can use on a future Shoptovi order.

Returns

1. Your 30-Day Return Window

You may request a return within 30 days of receiving your order by emailing refund@shoptovi.com with your order number and reason. Please wait for our confirmation before sending anything back — unauthorised returns can't be processed.

2. Damaged, Faulty, Incorrect or Missing Items — No Return Needed

If your item arrives damaged, defective, the wrong product, or with a missing component, you do not need to ship it back. Email refund@shoptovi.com within 30 days with your order number and clear photos and/or a short video. Once verified, we'll arrange a free replacement or a full refund — your choice where possible.

3. Change-of-Mind Returns

Changed your mind? You may return an item within 30 days if it is unused, unopened, and in its original packaging with any seals intact. For change-of-mind returns, you cover the return shipping, and we refund once we confirm the item's condition.

4. Opened Cosmetics, Skincare & Beauty Devices

For health and hygiene reasons, opened or used cosmetics, skincare, and personal-care products cannot be returned for change of mind. Beauty devices may be returned if unused and in sealed original packaging; if a device is faulty, it's covered through the photo-evidence process above.

5. Non-Returnable Items

Opened or used cosmetics, skincare, and personal-care products (unless faulty)
Items marked "final sale" or "non-returnable"
Gift cards
Items returned without prior authorisation or outside the 30-day window

6. How to Start a Return

Email refund@shoptovi.com within 30 days with your order number and reason.
For damaged, wrong, or faulty items, attach photos or a short video.
We'll reply with next steps. For approved change-of-mind returns, we'll provide the return address.

7. Replacements

For faulty, damaged, or incorrect items, we'll send a replacement once your claim is verified — no need to wait for a physical return in most cases.

Refunds

8. When You're Eligible for a Refund

Your item arrived damaged, faulty, incorrect, or with a missing component (photo/video evidence, within 30 days).
Your item is lost in transit or undeliverable through no fault of yours.
An approved change-of-mind return is received in eligible condition.
Your order is cancelled before dispatch.
An item is out of stock or cannot be shipped to your destination.

9. How to Request a Refund

Email refund@shoptovi.com with your order number and reason. For damaged, wrong, or faulty items, include clear photos or a short video. We review most requests within 1–2 business days.

10. Refund Method

Approved refunds are returned to your original payment method. Where you prefer a faster resolution, we can issue store credit instead.

11. Refund Timelines

Stage	Typical time
We review your request	1–2 business days
We process the approved refund	Within 2 business days of approval
Funds appear in your account	2–10 business days (depends on your bank or card provider)

We'll email you as soon as your refund is processed.

12. Partial Refunds

In some cases a partial refund may apply — for example, when only part of an order qualifies, or a change-of-mind item is returned with reduced value due to use beyond inspection.

13. Late or Missing Refunds

If an approved refund hasn't arrived, first check your bank statement, then contact your card provider, as posting times vary. If you've done both and still don't see it, email refund@shoptovi.com and we'll follow up.

14. Non-Refundable Situations

Tracking shows the order was delivered.
Delivery failed due to an incorrect or insufficient address, or the parcel was refused or unclaimed.
Opened hygiene items returned for change of mind.
Final-sale items and gift cards.
Delays caused by events beyond our control, such as customs holds, natural disasters, or strikes.

Customer Responsibilities

Contact us within the 30-day window with your order number.
Provide clear evidence for damaged, wrong, or faulty items.
Keep change-of-mind items unused and in original packaging, and cover return shipping.
Allow your bank's standard processing time before reporting a missing refund.

Company Responsibilities

Respond quickly and assess claims fairly.
Provide a free replacement or full refund for verified faulty, damaged, or incorrect items.
Process approved refunds promptly and confirm by email.
Honour your statutory consumer rights, and preserve them where applicable law requires more.

Exceptions

Returns are not accepted for opened hygiene items (unless faulty), final-sale items, gift cards, requests made after 30 days, or items damaged by misuse. This policy does not limit or override the mandatory consumer-protection rights available to you under applicable law — where such law grants stronger rights, those rights apply.

Frequently Asked Questions

How long do I have to return an item?
30 days from delivery. Contact refund@shoptovi.com to start.

My item arrived broken — do I have to post it back?
No. Send photos or a short video and we'll replace or refund it — no return required.

Can I return an opened serum or lipstick because I didn't like it?
For hygiene reasons, no — unless it's faulty. Unopened items in original packaging can be returned within 30 days.

Who pays return shipping?
We do for faulty, wrong, or damaged items (usually no return needed). For change of mind, the customer pays return shipping.

How long does a refund take?
We approve within 1–2 business days and process within 2 more; your bank then posts it within 2–10 business days.

Can I get store credit instead of a refund?
Yes, where you prefer — it's often the fastest option.

I was refunded less than I paid — why?
Partial refunds can apply to change-of-mind returns with reduced value, or when only part of an order qualifies. We'll always explain.