Refund and Returns Policy

IMPORTANT NOTE

Since your order is custom printed just for you, we aren’t responsible for refunds or exchanges due to incorrect fit issues. Buyers assume all risks when choosing the style and fit of their purchase. To better help you in choosing the right size, we have made available a size chart on each product page. Just click on Size Chart to find your best fit!
By making the purchase, you acknowledge and agree that the goods are bespoke, and made specifically for you, they are custom-made goods, and are produced only after your purchase has been made and confirmed. Prior to your purchase, no stock of the purchased goods exists.
Furthermore, based on the information written above, you acknowledge and agree that your rights to make changes or cancellations are within 24 hours from your purchase confirmation. Once the 24 hours have elapsed and your purchase goes into production, your rights to make changes or cancellations are forfeit. Other than where goods are faulty, you have no rights to cancel any order or return any goods purchased and all orders are final.

1. Refund policy

At Timone Store, we take pride in providing high-quality products that meet your expectations. However, in the rare event that you receive a defective or low-quality product, we will take responsibility for any damage that occurred during the production process and delivery. You may be eligible for a refund or replacement within 14 days of the delivery date.
To help us quickly and effectively resolve your issue, please include a photograph demonstrating the poor quality or the damaged area of the item. The most optimal pictures should be taken on a flat surface, with the tag and error of the items clearly displayed. We will review your request and send you a refund/replacement as soon as we confirm the situation. You do not need to return the defective ones.
To request a refund or replacement, please contact our customer service team via our email: [email protected].
 
Please note that: This warranty only covers manufacturing defects and does not cover:
 – Damage caused by accident – Improper care
 – Normal wear and tear – Breakdown of colors and materials due to sun exposure
– Aftermarket modification.
 
We will process a refund or replacement immediately for the following reasons:
  •  Lost Orders:
If an order is lost in transit, we will dispatch a refund or replacement to you at our expense. You will be provided a tracking number and this is what we use to determine if an order has been lost in transit or delivered.
  •  Refund/Replacement conditions
All products go through a quality control check before being sent to you – But just in case read below!
If the product encounters one of the problems below when you open the package, let us know by taking a picture and emailing us directly with your order number. Returns are handled on a case-by-case basis. Refund of your purchase is permitted ONLY when the goods delivered fall under the following criteria:
–  The goods received are damaged.
–  There are visible defects with the print.
–  The item is the wrong size/color/design/style from the one ordered.
–  Other mistakes caused by us…

2. Return policy

If you want to return a package, please follow the instructions below so that we can receive the package and process a refund:
Step 1: Please contact our customer service and indicate the item(s) you would like to return and the reason.
Step 2: After receiving return instructions from us, please pack up the item(s) to be returned with the original packing.
Step 3: Take the package to your local post office and send it out. Take down the return tracking number and send it to our service team.

Note: – Returns are only accepted when the item has not been used or washed and is in the same condition that you received it.
– Please note that the return process will take time so we do not recommend you to return a package. Please email us at [email protected] to help you find the best solution for your issue.
– We’ll email you once we process your return or exchange. Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
– The refund will be processed in 24 hours after we receive your package. Your credit will be shown on your balance following the below criteria:

    • For PayPal, the refunded amount will show up immediately on your balance sheet after we confirm the refund processed.
    • For Credit cards, it will take up to 3 – 5 business days to show up on your balance sheet.
    • After the above time frame, if you still see the refund amount unavailable on your balance sheet, please Contact us, or by emailing us at [email protected].

ORDER NOT RECEIVED

If your item has not arrived within 30 days for apparel products after having ordered, contact one of our heroes through our Contact Us for a free replacement order or a full refund of your purchase.
This policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.

Note: If the tracking number shows your package was delivered but you did not receive it, please help us recheck your house, your family and your neighbors first.