Refund policy

Return and Refund Policy

Last Updated: 17th September 2026

At TOLVO, we want you to shop with confidence. If there is an issue with your order, we will do our best to resolve it fairly and efficiently in accordance with the policy below.

Return Eligibility

To be eligible for a return, the item must generally:

  • Be requested for return within 7 days of delivery

  • Be unused, unwashed, undamaged, and in its original condition

  • Include the original packaging, accessories, and any items supplied with the product

  • Be accompanied by proof of purchase or a valid order number

Items showing signs of misuse, accidental damage, improper handling, or excessive wear may not be eligible for return.

Return Timeframe

You must contact us within 7 days of receiving your order to request a return, exchange, or refund.

To start a return, contact us at tolvostorepk@gmail.com or (+92) 316-6922022 with your order number and the reason for the return.

Returns sent without prior approval may not be accepted.

Refund Process and Timing

Once an approved return is received and inspected, we will notify you whether your refund has been approved.

Eligible refunds will normally be processed within 14 business days after the returned product has been received and inspected.

Refunds will be issued through online transaction. Depending on your bank or payment service provider, additional processing time may apply before the refunded amount appears in your account.

Exchanges

If you would prefer an exchange instead of a refund, please contact us within 7 days of delivery.

Exchanges are subject to product availability. If the requested replacement product is unavailable, we may offer another suitable product or a refund where applicable.

Any difference in price between exchanged products may need to be paid or refunded accordingly.

Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, please contact us at tolvostorepk@gmail.com or (+92) 316-6922022 within 7 days of receiving your order.

Please provide:

  • Your order number

  • A brief description of the issue

  • Clear photos or videos showing the product and, where relevant, the packaging

Once the issue has been reviewed and verified, we may offer a replacement, exchange, or refund depending on the circumstances.

If the return is required because of an error on our part or because the product is defective, reasonable return or replacement shipping costs will be covered by TOLVO.

Non-Returnable Items

The following items may not be eligible for return unless they were delivered damaged, defective, or incorrect:

  • Products that have been used, washed, altered, or damaged after delivery

  • Products returned without their original packaging or included accessories

  • Items showing signs of misuse or improper handling

  • Clearance or final-sale products where clearly marked as non-returnable

  • Personalized or customized products, where applicable

  • Products returned after the 7-day return period

For hygiene reasons, products that have been used for drinking or have had direct contact with beverages may not be accepted for return unless they are defective or were supplied incorrectly.

Return Shipping Costs

If a return is requested because you changed your mind, ordered the wrong product, or no longer want the item, the cost of return shipping will generally be the customer's responsibility.

If the return is due to a damaged, defective, or incorrect product, TOLVO will cover or reimburse the reasonable return shipping cost where applicable.

Original delivery charges and return shipping charges are generally non-refundable, unless the return is caused by an error on our part or a defective product.

Refund Exceptions

TOLVO reserves the right to refuse a refund or exchange if the returned item does not meet the eligibility requirements outlined in this policy.

If the product is returned in a condition different from how it was originally delivered, we may contact you before approving or refusing the return.

Contact Us

For any questions regarding returns, refunds, exchanges, or product issues, please contact:

TOLVO
Email: tolvostorepk@gmail.com
Phone/WhatsApp: (+92) 316-6922022

We aim to handle genuine concerns fairly and make the return and refund process as straightforward as possible.