Refund policy

At Tomosino, we want you to love what you wear. If something is not quite right, this policy explains how cancellations, returns, exchanges and refunds work. Tomosino is a brand operated by Gardashov LLC, and returns are handled from the United States.

1. Your statutory right to cancel — 14 days

If you are a consumer in the UK, you have the right to cancel this contract within 14 days without giving any reason, under regulation 29 of the Consumer Contracts Regulations 2013.

The cancellation period expires 14 days from the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the goods (regulation 30). Where your order is delivered in separate consignments, the period runs from the day you receive the last item.

To exercise the right to cancel, you must inform us of your decision by a clear statement — for example an email to support@tomosino.com. You may use the model cancellation form in Schedule 3 to the Regulations, but you are not obliged to. To meet the deadline it is enough to send your communication before the cancellation period expires.

Refunds after cancellation

If you cancel, we will reimburse all payments received from you, including the standard delivery costs (regulation 34). Where you chose a more expensive delivery method than our cheapest standard option, we refund the standard cost only.

We will make the reimbursement without undue delay, and not later than 14 days after the day we receive the goods back from you, or the day you supply evidence of having sent them back, whichever is earlier (regulation 34(3)). We will use the same means of payment you used, and you will not incur any fees as a result.

Cost of returning the goods — please read

You will have to bear the direct cost of returning the goods to us. As the return is sent outside the United Kingdom, this cost may be significant; the exact amount depends on the carrier you choose and the weight of the parcel.

We give you this information before you order precisely because, under regulation 35(5) of the Consumer Contracts Regulations 2013, if we fail to tell you that you must bear the cost of returning the goods, we must bear that cost ourselves.

You must send the goods back without undue delay and in any event not later than 14 days from the day you told us you were cancelling.

Deduction for handling

You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning (regulation 34(9)). Trying an item on, as you would in a shop, is fine and will not affect your refund.

When the right to cancel does not apply

Under regulation 28, the right to cancel does not apply to goods made to your specification or clearly personalised, or to sealed goods which are not suitable for return for health protection or hygiene reasons if unsealed after delivery — this covers underwear and swimwear where the hygiene seal has been removed.

2. Our additional 30-day returns policy

On top of your 14-day statutory right, we voluntarily offer 30 days from the date of delivery to request a return for any reason. This is a commercial goodwill policy, not a legal entitlement.

Under this additional policy:

• you pay the cost of returning the item;
• items must be unworn, unwashed and undamaged, in their original condition with all tags, labels and packaging intact;
• the return must be authorised by our team before you send anything back.

These conditions apply only to the additional 30-day policy. They do not apply to a statutory cancellation under section 1, which is governed solely by the Regulations.

3. Items excluded from the additional policy

• Items marked as Final Sale or clearance
• Personalised or made-to-order products
• Underwear and swimwear where the hygiene seal has been removed
• Gift cards

These exclusions do not affect your statutory cancellation rights or your rights where goods are faulty.

4. Cancelling before dispatch

You may cancel your order within 6 hours of placing it, provided it has not yet entered processing. After that, the order cannot be stopped — but your 14-day statutory right to cancel after delivery is unaffected.

5. If something is wrong with your order — Consumer Rights Act 2015

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described (sections 9, 10 and 11).

• Within 30 days of delivery you have the short-term right to reject faulty goods and obtain a full refund (section 22).
• After 30 days and within six months, you are entitled to a repair or replacement; if that fails, to a price reduction or a refund (sections 23 and 24). During this period a fault is presumed to have been present at delivery unless we show otherwise (section 19(14)).
• Up to six years from delivery (five years in Scotland) you may still have a claim if the goods were not of satisfactory quality when supplied.

We also cover delivery costs both ways where goods are faulty, incorrect or damaged. Contact us at support@tomosino.com with your order number and photographs.

6. How to start a return

Email support@tomosino.com with your order number, the item(s) concerned, the reason, photographs where the item is faulty or incorrect, and your name and address. We will review and send instructions within 1–2 business days. Returns sent without prior authorisation cannot be processed.

Please send returns only to the address our team gives you when authorising the return.

7. Refund timing

Once we receive and inspect your return, we will email you the outcome. Approved refunds are issued to your original payment method within 5–10 business days, and always within the statutory 14-day period where you have exercised your right to cancel. Your bank may take additional time to show the credit.

8. Exchanges

Exchanges are free where you received the wrong size, the wrong item, or the item arrived damaged or faulty. Email support@tomosino.com and we will arrange it at no cost to you.

9. Complaints and alternative dispute resolution

If you are unhappy with how we have handled your return, email support@tomosino.com and we will try to resolve it. You can also get free, impartial advice from Citizens Advice (citizensadvice.org.uk, consumer helpline 0808 223 1133). Nothing in this policy affects your right to take a claim to court.

10. Contact

Tomosino, a brand operated by Gardashov LLC
25 SE 2nd Ave Ste 550 #996, Miami, FL 33131, United States
Phone: +1-918-238-6311 · Email: support@tomosino.com

Customer Support Hours (GMT/BST)
Monday – Friday: 9:00 am – 6:00 pm · Saturday: 10:00 am – 4:00 pm · Sunday: Closed