Returns and Refunds
We hope you will be pleased with the products you purchased, however if for any reason you would like to return your products, please see details below. Products must be returned the way they are purchased.
1. Online Orders
If you want to cancel/return your order you must tell us within 14 days (beginning on the day you receive the goods).
Please visit https://www.tofs.com/a/returns and fill in the form to request a return. Returns should not be taken to a store as they will be unable to process them.
Returns are free, and once the return has been approved you will be sent a Collect+ label to send the products back. The products should be returned within 14 days and should be unopened, in their original condition and packaging.
Once we receive your return, we will inspect it. If the return is approved, we will refund you the price you paid for the products by the method you used for payment; delivery charges will be refunded if the contract is cancelled within fourteen (14) calendar days, or if your order included faulty or incorrect items. However, we may make certain deductions (see 8.5 in Website Ts&Cs).
Your refund will be made within 14 days from the day on which we receive the product(s) back from you.
Please read the Website Ts&Cs for full details.
2. In-store Purchases (including Reserve and Collect)
These should be returned to one of our stores with a valid receipt or proof of purchase.
For any queries, please contact us via email (email@example.com) or check in store. This returns policy does not affect your statutory rights. If you purchase an item in-store and change your mind, you have 14 days to get a refund or up to 28 days to exchange the item. A valid receipt / proof of purchase is required, and the item must be in a saleable condition. Refunds are available up to a maximum of 28 days after purchase if you are returning an item because of an error on our part or because it is defective. Where a replacement is not required, a full refund for the item will be made. It is your responsibility as the customer to ensure the item is returned suitably packaged and is received in a fully re-saleable condition. Returning any item in a state showing evidence of use beyond that required for necessary handling may result in a reduction of the amount refunded. This does not affect your statutory rights. If you have any queries regarding returns, exchanges or refunds please contact our Customer Care team.
3. Products we are unable to refund or exchange
We do not accept returns on opened bedding, opened mattresses, opened mattress toppers, opened duvets, opened pillows, cosmetics, fragrances, earrings, piercing jewellery, swimwear, underwear, inflated balloons, perishable products or CDs, DVDs, electrical items that have been used or computer software that has been opened unless faulty, damaged, not as described or unfit for intended purpose. NB. Mattresses, or mattress toppers, are non-returnable once they have been removed from the packaging due to health and hygiene reasons. Your statutory rights are not affected. Please see clause 7.5 in the Website Ts&Cs for details.
We hope that you will never have cause for complaint. However, in the unlikely event you do please contact our Customer Care team at firstname.lastname@example.org
5. Statutory Rights
This policy is not intended to replace or compromise your statutory rights.