Refund policy

P U R P O S E  &  S C O P E

Purpose and Scope

This policy applies to eligible products purchased directly through a TOMAR-operated online store. Purchases made through an authorized distributor or reseller are subject to that seller's return policy. Orders governed by a quotation, purchase-order acknowledgment, distributor agreement, or other written contract are subject to the terms of that agreement.

R E T U R N S

Eligible Returns

Eligible products may be returned within 30 days after delivery. To qualify, the product must be unused, uninstalled, in its original condition and packaging, complete with all components, accessories, manuals, and labels, and accompanied by proof of purchase.

R E T U R N   A U T H O R I Z A T I O N

Return Authorization

All returns require prior authorization from TOMAR. Products returned without authorization may be refused. To request a return, contact info@tomar.com and provide the order number, product information, quantity, reason for the return, and photographs when applicable.

Do not ship a product back until TOMAR has issued return instructions.

R E T U R N   S H I P P I N G

Return Shipping and Original Freight

Customers are responsible for return-shipping costs unless the product was defective, damaged upon arrival, or shipped incorrectly by TOMAR. When TOMAR provides a prepaid label for a standard customer return, the label cost may be deducted from the refund. Original shipping and handling charges are non-refundable unless the return resulted from an error by TOMAR.

N O N - R E T U R N A B L E   P R O D U C T S

Non-Returnable Products

• Custom-configured, modified, or made-to-order products
• Special-order products or items identified as non-cancellable / non-returnable (NC/NR)
• Software, digital products, activation keys, and licenses after delivery or activation
• Clearance or final-sale products
• Products that have been installed, used, altered, damaged, or improperly handled Please contact TOMAR before ordering if the return eligibility of a product is unclear.

D A M A G E D ,   D E F E C T I V E   O R   I N C O R R E C T

Damaged, Defective, or Incorrect Products

Please inspect shipments promptly after delivery. Contact info@tomar.com if a product arrives damaged, is defective, or does not match the order. Include the order number, product information, a description of the issue, and photographs when applicable. TOMAR will review the claim and provide repair, replacement, return, or refund instructions as appropriate.

O R D E R   C A N C E L L A T I O N S

Order Cancellations

Requests to cancel an order should be submitted as soon as possible. Standard orders may be cancelled before shipment when processing has not been completed. Custom, special-order, modified, or made-to-order products may not be cancellable once materials have been committed or production has started.

E X C H A N G E S

Exchanges

The fastest way to obtain a different product is to request a return of the original eligible item and place a separate order after the return is approved.

R E F U N D S

Refund Processing

TOMAR will inspect approved returns after receipt. Customers will be notified whether the refund has been approved. Approved refunds will be issued to the original payment method within 10 business days after approval. Financial institutions may require additional time to post the refund. Contact info@tomar.com if more than 15 business days have passed since TOMAR approved the refund and you have not yet received it.

W A R R A N T Y   C L A I M S

Warranty Claims

Warranty claims are handled separately from standard returns and remain subject to the applicable TOMAR limited warranty and any product-specific warranty terms.

A P P L I C A B L E   C O N S U M E R   R I G H T S

European Union and Other Statutory Rights

For eligible consumer purchases shipped into the European Union, applicable statutory cancellation and return rights, including the 14-day cooling-off period, will be honored as required by law. Nothing in this policy limits rights that cannot legally be waived in the customer's jurisdiction.

C O N T A C T

Return and Refund Questions