Refund policy
RETURNS & REFUNDS POLICY
We craft every TONDO ball with care and precision. However, if something isn't quite right, we want the return process to be as straightforward as possible.
You may request a return within 14 days of the date of delivery. After 14 days we are unable to process a return.
Return Conditions
To be eligible for return, items must be:
- Unused and undamaged
- In original packaging, including all inserts and protective materials
- Free from scuffs, marks, or signs of handling beyond inspection
Items that do not meet these conditions are not eligible for return.
Limited Edition Items
Because each TONDO design is produced in limited quantities, returned items may not always be restockable. We assess this on a case-by-case basis and will always aim to offer a refund or replacement where possible.
Sale Items
All sale items are final sale and cannot be returned or exchanged.
How to Request a Return
Contact us at info@tondostore.com within 14 days of receiving your order, including your order number, to request a return. We'll follow up with instructions.
Return shipping costs are the responsibility of the customer and vary by location and courier. For international returns, any customs duties or import taxes are the responsibility of the sender. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
Refunds
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days. Original shipping costs are non-refundable.
Faulty or Damaged Items
If you receive a faulty or damaged item, contact us at info@tondostore.com within 48 hours of delivery with your order number and photos clearly showing the issue. We will cover return shipping and offer a full refund or replacement, whichever you prefer.
Please inspect your order on arrival and contact us immediately if there's a defect, damage, or you've received the wrong item.
Lost or Stolen Packages
Once your order has left our fulfilment centre, you'll receive a shipping confirmation with tracking. If your package appears stuck in one location for several days, this is usually a courier delay — please allow a few more days for an update.
If your package has not arrived within 2 weeks after tracking shows it as "delivered," please contact us immediately.
If an incorrect or incomplete address was provided at checkout, we cannot be held responsible for lost or stolen packages, as the order will have been shipped to the address given.