Refund policy

We want you to feel confident ordering from Tomo & Timber. If something isn’t right, please contact us and we’ll be happy to help.

Returns

We accept returns within 30 days of delivery.

To be eligible for a return, your item must be unused, in its original condition, and include all original packaging, accessories, manuals, and components.

Please contact us before sending anything back. Returns sent without prior authorization may not be accepted.

For change-of-mind returns, including items that are no longer wanted or where the wrong product or colour was ordered, return shipping costs are the responsibility of the customer.

Original shipping charges, if any, are non-refundable on change-of-mind returns.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, or incorrect, contact us as soon as possible so we can review the issue and make it right.

We may ask for photos of the product, packaging, and shipping carton to help us assess the issue.

If the return is required because the item arrived damaged, defective, or incorrect, Tomo & Timber will cover the appropriate return shipping costs.

Non-Returnable Items

We cannot accept returns for:

Items that have been used, damaged, modified, or altered after delivery
Items missing original packaging, accessories, manuals, or components
Gift cards
Items marked final sale at the time of purchase

Certain products may also be subject to specific return restrictions for safety, shipping, or regulatory reasons. Any such restrictions will be noted on the product page.

Exchanges

If you would like a different item, colour, or model, please contact us to arrange a return and place a new order for the replacement item.

If you received a damaged, defective, or incorrect product, please contact us before placing a new order.

Refunds

Once your return has been received and inspected, approved refunds will be issued promptly to your original method of payment. Please allow up to 14 days for the refund to be processed and appear in your account, depending on your financial institution.

For change-of-mind returns, refunds apply to the eligible merchandise value only. Original shipping charges and return shipping costs are non-refundable.

We do not charge a restocking fee on approved returns that meet the conditions of this policy.

Return Shipping

Please package returned products carefully and securely.

We recommend using a tracked shipping service, as Tomo & Timber cannot be responsible for return shipments that are lost or damaged before they reach us.

Please do not send products directly back to the manufacturer unless instructed to do so by Tomo & Timber.

Manufacturer Warranty

Some products sold by Tomo & Timber may include a manufacturer’s warranty. Warranty terms and coverage vary by brand and product.

If you experience a problem after the 30-day return period has ended, please contact us and we’ll help determine the appropriate next step.

Fuel and Compressed Gas Products

Fuel canisters, compressed gas, and similar hazardous products are final sale and cannot be returned or refunded.

If a fuel or compressed-gas product arrives damaged, defective, or incorrect, please contact Tomo & Timber as soon as possible. Do not attempt to return or ship the product unless we provide specific instructions.