Exchanges and Refunds
Our product exchange policy aims to provide customers with complete confidence regarding the products purchased from our store.
All our products come with a warranty against manufacturing defects.
We also facilitate exchanges for products that are different from what the customer ordered.
If you receive a product from us with any manufacturing defects or different from what you ordered, follow these steps to initiate the exchange:
If more than 7 business days have passed and the product has any flaw or defect, contact us, providing your TNF, order number, the product to be returned, and the defect.
Once we receive the email, we will forward your request to our quality department for verification. Authorization from this department is required for a possible exchange. After the analysis is done, we will contact you with the decision and whether a replacement is necessary.
The deadline for requesting an exchange for this reason is 90 days after receiving the product.
Please note that we will not process exchanges or refunds after this deadline.
Your complaint will be analyzed within a maximum of 7 business days, and if the problem is confirmed, we will contact you via email, and you can choose one of the following alternatives:
Receive a refund of the amount paid. Receive a new product identical to the one ordered. Receive a product of similar value. Receive a voucher with the product's value to use in future purchases. According to the Consumer Protection Code (CDC), the request for cancellation of virtual purchases must be made within 7 business days from the receipt date.
For credit card refunds, our finance department has a maximum of 7 business days to process it with the credit card company, and the deadline for the balance to return to your credit card is up to 120 days, according to credit card companies and depends on your statement closing date.
If a refund is necessary, it will be made to the current account within a maximum of 10 business days after the quality analysis, and it can only be processed to an account with the same CPF used on our site.
In the case of products returned without prior communication, outside the deadline, with missing or divergent items, without the label or invoice, they will be resent to customers.
The same applies to exchanges rejected after the analysis by our quality department. They will be resent to customers via Sedex with charges, and the shipping cost for this resend must be paid by the customer.
Note: Tomeno is not responsible for the shipping expenses for returns followed by a refund, chargebacks, or exchanges for other products; this expense is the responsibility of the customer.