TOMbag Australia Returns Policy

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What’s your return policy?

 

It’s simple. If you decide you do not want our product anymore, simply return it to us within 30 days of purchase, and we’ll refund you money. All we ask is that the product is unused and in its original package without damage. Just email us to returns@tombag.com.au with your invoice and contact details.

 

Now for all the fun return policy stuff.

 

You may cancel your purchase within 24 hours of placing your order. After that time, we are unable to cancel orders and you will need to complete the return process to receive a refund.

You have 30 days after the original date of purchase to return your order. Beyond 30 days, from the date of purchase, we are unable to refund orders.

The product you wish to return must be in the same condition in which it was received and undamaged in any way. All returned/exchanged merchandise must be unused, in its original packaging to be eligible for a refund or exchange.

The customer is responsible for covering the cost of return shipping. Free shipping is provided for exchanges.

If you are shipping an item over A$100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Our return and exchange policy only apply to purchases made on our website—www.tombag.com.au If you purchased a TOMbag from an authorized retailer and would like to return the product, please contact the original store/seller directly.

Only normal-priced merchandise is eligible for a refund. We’re unable to refund promotional items.

When we receive your return, our team will inspect it and process your refund. If the product is damaged in any way, or you have initiated the return after 30 calendar days have passed, you will not be eligible for a refund.

The money will be refunded to the original payment method used to make the purchase. For credit card payments, please allow 7 to 10 business days for a refund to appear on your credit card statement.

If you have any questions, contact our customer support team at refunds@tombag.com.au.

 

 

So, why is my order being “returned to sender?”

 

For some reason, the post office deemed your address undeliverable. Your address might have been confused by the delivery service.

 

We have a couple of other ideas about what went wrong. If you live outside of the U.S., your package could have gone unclaimed at customs. Or, for some (strange) reason, the person to whom you sent a TOMbag refused the order.

 

No matter the cause, here’s what we can do. Once your order makes it back to us, you'll be sent an invoice to cover the cost of reshipping your package and you can tell us how you’d like to proceed. If you send an updated address or if your order was returned to us due to you leaving it at customs unclaimed, and you’d like us to reship your order, you’ll be sent an invoice to cover shipping fees.

 

In all cases, we first listen to what you have to say before we apply our policy. We are human and have not yet been hijacked by algorithms😊