Return Eligibility
To be eligible for a return, items must be in their original condition, unworn, and with all tags attached. You must initiate the return process within 30 days of receiving your order. Items that show signs of wear or have been altered in any way will not be accepted for return. Please ensure that the item is packaged securely to prevent damage during transit.
Return Process
To start a return, you must email us at [email protected]. In your email, include your order number, the reason for the return, and any relevant details about the item. We will respond with instructions on how to proceed with the return. Please note that returns must be initiated via email only; we do not accept returns without prior authorization.
Return Shipping Costs
Customers are responsible for all return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. Toughessence.com is not responsible for items lost or damaged during return shipping. If we agree to cover the return shipping costs, we will provide you with a prepaid shipping label.
Refund Processing Time
Once we receive your returned item, we will inspect it to ensure it meets our return criteria. Refunds will be processed within 7-10 business days after the inspection is complete. The refund will be issued to the original payment method used for the purchase. Please note that it may take additional time for your bank or credit card company to process the refund and reflect it in your account.
Exchanges
At this time, we do not offer direct exchanges. If you wish to exchange an item for a different size or color, you must return the original item and place a new order for the desired item. Follow the return process outlined above to return the original item. This ensures that you receive the correct item as quickly as possible.
Defective or Damaged Items
If you receive a defective or damaged item, please contact us within 7 days of receiving the item. Include photos of the defect or damage in your email to [email protected]. We will assess the situation and may offer a replacement or refund based on the circumstances. It is important to report any issues promptly to ensure a satisfactory resolution.
Final Sale Items
Items marked as final sale are not eligible for return or refund. This includes items that have been discounted or are part of a special promotion. Please review the product description carefully before making a purchase to ensure you are aware of any final sale items. If you have questions about a specific item, feel free to reach out to us before purchasing.