There are a few important things to keep in mind when returning a product you purchased online from TPOB:-
- Only items that have been purchased directly from TPOB online, can be returned to TPOB
- TPOB products purchased through other retailers including Amazon must be returned in accordance with their respective returns and refunds policy. If the Amazon return window has expired please contact TPOB support.
- You must ensure that the item you are returning is packaged in original shrink wrapped packaging as you received it. This is to ensure it is unused since a used item cannot be refunded.
- You are always responsible for any damage in transit that is due to incorrect or inadequate packaging by you.
- You are responsible for any damage or loss in transit where you arrange the transport.
- Customers have 14 calendar days from receiving the order to arrange a return. We regret that we cannot accept returned goods notified to us after this time.
- You must take good care of the Goods and must return them to us at your own expense by recorded delivery within 14 days of receipt of your order. If the Goods have been damaged whilst in your possession then you will be liable for the cost of repairing that damage.
- Returns can only be accepted on unused products. If you return goods that are used or damaged and cannot be re-sold we retain the right to charge for such damage or usage.
- Please note that hygiene regulations mean that we cannot accept the return for refund of any Scissor, Clipper, Trimmer Razor or Blade (or similar item, this list is not exhaustive) that has been used.
All returns must be booked with us at email@example.com
Any goods sent back to us without prior company approval will not be refunded, replaced or repaired and any costs we incur for this return will be passed onto the customer.
No refunds can be issued without the item back with us, and tracking provided.
Once the item is received back to TPOB and providing the return has been pre booked, a refund will be issued for the cost of the merchandise minus the original cost of shipment and is subject to up to a 10% restocking charge.
- The customer is responsible for the cost of shipping the item back to the return address in the UK and costs will vary according to your location and weight of package.
- If we have sent you a product that you didn't order, you can return it to us free of charge and we will send you the correct product at no extra cost to you.
If you have ordered the wrong product or have changed your mind, then you may return it to us for refund or replacement, with prior agreement, but you must pay any postage charges.
You are also liable for the package's safe return so we suggest a recorded delivery service be used. You will also be charged for postage of any replacement item.
- Returns of any items in a combo (A combo offered by TPOB that consists of multiple individual products)
- The return of a product that is part of a combo must meet all requirements of the return policy to be eligible for return. If the return of the item is approved, any Combo discounts that were applicable will be deducted from the return of the item. The non-returned item will end up being charged at the full product price.
- Refunds will only be processed upon confirmation of return to our stock.
- Refunds will only be given if your product is returned in perfect condition with original packaging intact and complete.
- Original delivery charges will not be refunded.
- A 10% restocking fee will be charged on any refunds.
- Refunds will be made to your original payment method, PayPal, credit card or cheque.
- Refunds will be processed within 14 days of receiving the goods back.
- If for whatever reason you are not satisfied with your order please contact us via email: firstname.lastname@example.org and we will aim to get back to you within 48 hours.
Cancellations Before Delivery
- We are unable to accept cancellation of orders once placed.
- The order is immediately and automatically transferred to our despatch team and processed for delivery, and this cannot be changed in time before despatch is made.
Rejection of the item at the point of delivery for whatever reason, or non response to courier customs requests, will mean the item will get marked as returned to sender. You will be responsible for ensuring the return to us.
However in reality in such cases the item is often destroyed because there is no payment for the return postage costs.
This means the item would not be refunded.
Rejection of the item is therefore strictly at your own risk.
Damaged or Faulty Goods
- Faulty goods does not include any goods that are faulty due to fair wear and tear, wilful damage, accident, negligence by you or any third party, used otherwise than in accordance with their intended use, failure to follow the manufacturer's or our instructions, or any alteration or repair carried out without the prior approval of us or the manufacturer.
- You should notify us as soon as possible if you discover that any goods are faulty goods on arrival.
Take pictures of the damage including packaging and postage labels.
If it is damaged on receipt and the item has not been unpacked or used then the item may be returned for a replacement item.
- Goods found to be faulty or damaged on receipt by you may be returned free of charge if notified to us within 14 days of receipt. Details of how to do this will be sent to you from our returns department once the faulty item has been registered with us.
- Faulty goods may be refunded, replaced with the same item, an item of equivalent value or store credit.
- Faulty goods after using the item - goods found to be defective after using them may be returned within 30 days of receipt with reimbursement of postage costs.
You must be willing to provide evidence and explanation of the fault before return is approved.
Upon receipt the item will be tested and TPOB has sole discretion as to the credit method depending on the problem encountered.
We may issue a refund, credit, ship a replacement, or we may repair the item and return to you.
- If the item is found to be defective due to a manufacturing problem you will be offered a replacement.
- If the item is found to be defective and can be easily repaired your item will be returned to you after repair.
- If your item is found to be irreparable then you will receive a replacement or credit.
- Items that become defective within 12 months of purchase may be returned to us at your expense for repair or replacement according to the manufacturer's instructions - See warranty terms
*European Customs Fee Policy - IMPORTANT*
At TPOB, we understand that customers may encounter unexpected customs fees when receiving international shipments. We strive to provide a clear and transparent policy regarding the rejection of orders due to customs fees. Please carefully review the following guidelines:
a. Customers are responsible for understanding and complying with their country's customs regulations, including any potential fees, taxes, or duties associated with importing goods.
b. Prior to placing an order, customers should research and be aware of the potential customs fees applicable to their specific location.
Order Rejection or Non Response to Courier Requests
a. In the event that a customer rejects an order upon delivery due to customs fees, or does not respond to courier requests for further information, it is important to note that we cannot be held responsible for these fees.
b. Rejected orders will not be refunded.
Return and Refund Policy:
If you reject your delivery due to being unwilling to pay customs fees, please note the following:-
a. The courier will request a return to us due to rejection by the customer.
b. The courier will charge return shipping and customs fee to re enter the UK.
c. On this basis we will not accept a return
d. Your order will therefore be disposed of as per courier policies
e. You will not be eligible for a refund under any circumstances
Please review this policy periodically to stay updated on any modifications.
By proceeding with a purchase from TPOB, customers acknowledge that they have read, understood, and agreed to the terms and conditions outlined in this policy.
If you have any further questions or require additional information, please contact our customer support team.
At TPOB, we strive to provide exceptional products and services to our valued customers. We understand that occasionally disputes may arise regarding transactions, and we are committed to addressing these concerns in a fair and efficient manner.
This Chargeback Policy outlines our guidelines and procedures regarding chargebacks initiated by customers.
Communication and Dispute Resolution
1.1. We encourage customers to reach out to our customer support team first with any concerns or issues they may have regarding their purchase.
1.2. Our customer support team will make every effort to address and resolve any problems promptly and to the customer's satisfaction.
2.1. If a customer decides to initiate a chargeback through their payment provider or credit card company without contacting us first, we may not have the opportunity to resolve the issue directly.
2.2. We recommend that customers contact us before proceeding with a chargeback to allow us to address their concerns.
3.1. In the event a chargeback is initiated, we will cooperate fully with the payment provider or credit card company's investigation.
3.2. We will provide all necessary documentation and evidence to support our position and refute the customer's claim.
Resolution and Finality
4.1. If the chargeback investigation results in a decision in our favor, the funds will be returned to our account, and the dispute will be considered resolved.
4.2. The decision made through the chargeback process is considered final, and the customer's right to the disputed funds is forfeited.
Product Fulfilment and Refunds
5.1. In cases where a chargeback has been resolved in our favour, we are not obligated to provide a refund or fulfil the original purchase.
5.2. Chargeback decisions are final and no further communication will be entered into once a chargeback has been initiated.
Updating the Chargeback Policy
7.1. We reserve the right to update or modify this Chargeback Policy at any time without prior notice.
7.2. Any changes to the policy will be effective immediately and will apply to all transactions and chargeback disputes moving forward.
8.1 Unfortunately a customer who makes a chargeback will be unable to use the TPOB site for a minimum of 1 year.
We value our customers and strive to provide excellent service. Our Chargeback Policy is designed to ensure fair and transparent procedures regarding chargebacks. If you have any questions or concerns about this policy, please contact our customer support team for further assistance.