Refund policy

At Toneyourown, we take pride in creating personalised products tailored specifically to your preferences. Due to the nature of our products, which are custom-made and personalised, we do not offer returns or refunds for change of mind or non-faulty items.

Faulty or Defective Products

If you receive a faulty or defective product, we apologise for any inconvenience caused and are committed to resolving the issue promptly. Please follow the steps below to initiate a return for a faulty product:

Contact our customer support team within [number of days, e.g., 14 days] of receiving your order to report the issue. You can reach us via [email/phone number].
Provide detailed information about the fault or defect, including any relevant photographs if possible.
Our customer support team will assess your request and guide you through the return process.
If the fault or defect is confirmed, we will offer a replacement of the same item or provide a refund as per your preference.
Please note that we may request you to return the faulty product for inspection, and we will cover any associated shipping costs.

Personalization Accuracy

We take great care to ensure that the personalization of your items is accurate based on the information you provide during the ordering process. It is essential to double-check the details, including spelling, design, and color choices, before finalizing your order.

If, however, we have made an error in the personalization of your product that differs from the information you provided, please notify us within five-working-days of receiving your order. We will rectify the issue by offering a replacement or refund, depending on the circumstances.

Contact Us

If you have any questions or concerns about our Returns Policy, or if you need assistance with a faulty product, please don't hesitate to contact our customer support team. We are here to help.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.