Return Policy
Return Policy
We accept returns on products. Customers have the right to request a return within 30 days of receiving the product. To initiate a return, please contact our customer service team:
Email: support@tsby.com
Tel:+(86) 18644516718
Eligibility for Return
To be eligible for a return, your item must be unused, in the same condition as when received, and in its original packaging. A receipt or proof of purchase is required. Please contact us before sending back your product.
Online Return Policy Guidelines
For products purchased on Tsby, you must provide a valid order number for replacements or refunds. The return period is 30 days from the delivery date. If a product is damaged or defective, you are entitled to a replacement or refund. If the replacement is out of stock, no further replacement requests will be accepted.
For unsatisfactory replacements that are not damaged, no further returns or refunds will be granted.
You can cancel your order within 24 hours of placing it without incurring any extra costs, and you will receive a full refund. Orders cannot be canceled after they have been shipped. If you need to cancel, please email our customer service team.
Return Conditions
You have 30 days from the delivery date to request a return or exchange.
Customized items cannot be returned or exchanged.
Returned items must be unused and in their original condition.
We do not accept items that have been worn, washed, damaged, or altered in any way.
Items with nonreturnable markings or free gifts cannot be returned.
We do not accept returns without a proper return request.
Returns must be made at your own cost. Shipping charges are nonrefundable.
NonReturnable Items
Items returned after 30 days from receipt.
Items with signs of use.
Items that are not in their original condition or are damaged.
Return Shipping Costs
You are responsible for paying for the return shipping costs, which may vary depending on your location . Shipping costs are nonrefundable and will be deducted from your refund.
How to Return an Item
1. Repack the item with labels and tags still attached.
2. Send an email to support@tsby.com with your name, order number, and items you wish to return, along with the reason for the
return.
3. Drop off your package with your carrier and provide us with the tracking number and website to track the package.
Refund Process
Once we receive and inspect your return, we will send you an email confirming receipt. We will notify you whether your refund has been approved or rejected. If approved, your refund will be processed.
Please allow 36 business days for our aftersales team to process your request. Refund processing times are as follows:
PayPal refunds: Allow up to 36 business days for the transaction to appear in your account.
Refund Due to Tsby's Error
Refund Amount: 100% of the total order amount.
Return Shipping: Paid by Tsby.
Replacement Shipping: Paid by Tsby.
Refund Due to Customer’s Error
Refund Amount: 100% of the product price (excluding shipping).
Return Shipping: Paid by the customer.
Replacement Shipping: Paid by the customer.
Late or Missing Refunds
If you haven’t received your refund, please check your bank account again. Then contact your credit card company or bank, as processing may take some time. If you’ve done all this and still haven’t received your refund, please contact us at:
Email: support@tsby.com
Tel: +(86) 18644516718
Order Cancellation
We accept order cancellations before the product has been shipped or produced. If you cancel your order, you will receive a full refund. Orders that have already been shipped cannot be canceled. You must contact us within 24 hours of placing your order to request cancellation.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us:
Email: support@tsby.com
Tel: +(86) 18644516718