Refund policy

REFUND & RETURN POLICY

1. RETURNS

Our return policy lasts 30 days from the date of delivery. If 30 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange.

To be eligible for a return:

  • The item must be unused, un-worn, and in the same condition that you received it.

  • It must be in the original packaging with all accessories and manuals included.

  • Any quality-related grievances must be reported to info@themytom.com within 14 days of delivery.

Restocking Fees: All returns are subject to a 15% restocking fee. We will issue a partial refund of the initial order (total purchase price minus 15%) to your original payment method.

Return Shipping: Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable.

2. ORDER ADJUSTMENT & CANCELLATION

We begin processing orders immediately to ensure timely delivery.

  • 1.1. Modification: You have 06 hours from the time of purchase to request changes (product variant or shipping address) via help@themytom.com.

    • If a change increases the order value, additional payment is required within 48 hours.

    • If a change decreases the order value, the price difference is non-refundable.

  • 1.2. Cancellation within 06 hours: You may cancel your order for a refund, but you will be responsible for any non-refundable payment processing fees incurred.

  • 1.3. Cancellation beyond 06 hours: Cancellations are not allowed after the 6-hour window as the order has already entered the fulfillment process.

3. REPLACEMENT & REFUND CONDITIONS

We will provide a replacement or a full refund under the following specific conditions:

3.1. Non-Delivery:

  • Your order is not successfully delivered after 45 business days (Standard shipping) or 60 business days (Eco shipping) from the order date, provided the delay is not due to incorrect address information provided by the customer.

3.2. Quality Issues:

  • The product arrived damaged, defective, or is significantly different from what was ordered. Claims must be submitted within 14 days of the delivery date.

4. PROOF REQUIREMENTS FOR CLAIMS

To process a replacement or refund promptly, we require clear evidence. Please provide:

  1. An unboxing video recorded when you first receive and open the package (Highly recommended).

  2. Clear photos of the quality issues or damaged parts.

  3. Photos of the incorrect item received (if applicable).

  4. A photo of the original shipping label on the package.

5. PROCESSING YOUR REFUND

Once your return is received and inspected (or your claim is approved), we will notify you via email.

  • Replacements: Tracking numbers for replacements will be provided within 7-10 business days after confirmation.

  • Refunds: Approved refunds are processed within 07 business days. Please note it may take an additional 3-5 business days for the amount to reflect in your account, depending on your bank or payment provider.