At TONAS WOOD MEXICO, we strive to offer products of the highest quality. Our return policy is designed to protect both our customers and our company. Returns will only be accepted if the customer has received an item with proven manufacturing defects. If the warranty is honored, we will replace the product with one of equal value or quality. Alternatively, and only in exceptional cases, a refund may be considered. For more details, please see our FAQs and/or the warranty section. It is mandatory that the customer contact our customer service team before initiating any return process.
Contact: support@tonaswood.com
Conditions for Returns:
- All returned items must be in 'new' or 'unused' condition and must include all original packaging.
- Returns will not be accepted if the item:
- It has been used or removed from its original packaging.
- It has been disassembled, tampered with, or modified in any way.
- It shows signs of physical damage, such as breaks or dents.
- It has been submerged in water or exposed to conditions for which it was not designed.
- It is a personalized product, as these are not eligible for return or refund under any circumstances.
Return Process: To initiate a return, the customer must email our customer service team with their personal information and purchase details. Returns and/or refunds will only be processed if all the aforementioned requirements are met.
Deadlines and Costs:
- The return and/or refund process may take between 7 and 10 business days from confirmation of receipt of the returned product.
- TONAS WOOD MEXICO reserves the right to reject any return that does not comply with our policies.
- In the event of an approved return, TONAS WOOD MEXICO will be responsible for the shipping costs associated with the return.
Note: TONAS WOOD MEXICO is not responsible for product loss or damage during the return process if the customer does not follow the shipping instructions provided. We reserve the right to modify this policy at any time without prior notice.
This policy is designed to ensure that both our customers and our company are protected and that returned products meet the necessary conditions for acceptance.