Refund policy
Return & Exchange Policy
Thank you for choosing TOZIENT. We are committed to your complete satisfaction. Please review our policy below to ensure a smooth return or exchange process.
This website ereby clarifies that in the text, the brand term "TOZIENT" refers to the sub-brand of "TOZIENT · Office"
1. Return & Exchange Window
You may request a return or exchange within 30 days from the date you receive your product(s). To be eligible, items must be in their original, unused, and resalable condition, with all original tags and packaging intact.
2. Conditions for Return/Exchange
Eligible Items: Items must be unused, unassembled, unmodified, and free of any scratches, damage, or signs of wear. We reserve the right to refuse returns that do not meet these conditions.
Original Packaging: All items must be returned in their original, manufacturer-sealed packaging to ensure safe transit. Products returned without original packaging may be subject to a repackaging fee (see Section 7).
International Returns: Returns must be shipped from and returned to a warehouse in the original country of delivery (e.g., orders delivered to the US must be returned from a US address to a US warehouse). The specific return warehouse address can be found in your order details or by contacting our customer service.
Non-Returnable Items: The following items are final sale and cannot be returned or exchanged:
Clearance, promotional, or discontinued items.
Custom-made or bespoke products.
Products marked as "Non-Returnable" on the product page.
Items that have been assembled, altered, or used.
3. How to Initiate a Return or Exchange
Step 1: Contact Customer Service
Before sending anything back, please contact our Customer Service team via email at tozientoffice@gmail.com or by phone at (+1) 702-309-9303. Provide the following information:
Your order number.
Proof of purchase.
A brief description of the reason for return.
For faulty/damaged items: Clear photos or a video clearly showing the issue.
Step 2: Repackage the Item
Once your return is authorized, carefully place the item(s) and the original receipt/packing slip into the original packaging.
Step 3: Ship the Package
After the courier has verified the shipment, securely seal the package. We recommend retaining the shipping receipt until your refund is processed.
4. Refund Processing
Refund Method: Approved refunds will be credited to your original payment method.
Processing Time: Please allow 7-14 business days after we receive your return for processing and inspection. You will receive a confirmation email once your refund has been issued.
PayPal: Refunds typically appear in your account shortly after processing.
Credit/Debit Cards (Apple Pay, Google Pay, Affirm, etc.): Please note that your bank or card issuer may require additional time to post the refund to your account.
Non-Refundable Shipping Costs: Original shipping fees are non-refundable for returns based on customer preference (e.g., change of mind).
5. Cancellation Policy
Orders can be cancelled without penalty only if the cancellation request is made before your order enters the processing stage. Unfortunately, we cannot cancel orders that have already been shipped.
6. Specific Scenarios
Wrong/Defective Item or Shipping Damage: Please contact us within 7 days of delivery. We will cover return shipping costs and offer a full refund, exchange, or repair.
Incorrect Address Provided by Customer: The customer is responsible for any return shipping fees incurred due to an incorrect shipping address provided during checkout.
7. Important Fees & Exceptions (Enhanced for Clarity)
To maintain competitive pricing while upholding high service standards, fees apply for returns not due to our error:
Restocking Fee: For returns due to customer preference (change of mind, not as expected), a restocking fee of 20% of the product's original price will be deducted from your refund to cover processing, inspection, and restocking costs.
Repackaging Fee: If the original packaging is missing or damaged, an additional $30 repackaging fee may be deducted.
Example Refund Calculation:
Product Price: $500
Restocking Fee (20%): -$100
Repackaging Fee (if applicable): -$30
Final Refund Amount: $370
8. Customer Service Support
We are here to help from Monday to Friday, 8 AM to 6 PM PST.
Email: tozientoffice@gmail.com
Phone: (+1) 702-309-9303
We strive to respond to all inquiries within 24 hours.