Returns Policy

Our first priority is you, our customer and we hope you are delighted with any products you order. However, if you need to return an item, we understand. This returns policy outlines the conditions under which you can return items to Toma.ie.

Right to Withdraw (Consumer Contracts Regulations 2014)

Under the Consumer Contracts Regulations 2014, you have the right to withdraw from your purchase within 14 days of the day you receive the goods (or the last item in a multiple item order). You do not need to give a reason for your withdrawal.

How to Return

To return an item, please follow these steps:

  1. Contact Us: Let us know of your intention to return the item(s) by contacting our customer service team within 14 days of receiving your order. You can contact us by email at customers@toma.ie. Please provide your order number and the details of the items you wish to return.
    Items returned to us without contact being made with us beforehand will not be refunded.
  2. Return the Item(s): Package the item(s) securely and return them to us to the address we give you when you contact us. We cannot accept them if they are not returned in the same state they were received in.
  3. Please include a copy of your order confirmation or packing slip in the return package. We recommend using a tracked postal service for your return.

Returns Costs

You are responsible for the cost of returning the items to Toma.ie. We recommend using a tracked postal service to ensure the safe return of your items. We provide return labelling for you to make this process for you easier.

Condition of Returned Items

You must take reasonable care of the items while they are in your possession. This means that you should not use them, damage them, or do anything else that would reduce their value.

Items must be returned in their original condition, with all tags and labels attached, and in the original product packaging (excluding the delivery packaging) . We reserve the right to refuse a refund or exchange if the items do not meet these conditions.

Refunds

Once we have received and inspected your returned item(s), we will process your refund within 14 days. The refund will be made to the original payment method used for the purchase.

Items that Cannot be Returned

Please note that some items cannot be returned, including:

  • Items that have been made to your specification (custom-made items)
  • Items that have been clearly personalized
  • Perishable goods (e.g., food).
  • Sealed goods that are not suitable for return due to hygiene reasons.

Faulty or Damaged Items

If you receive an item that is faulty or damaged, please contact us immediately at customers@toma.ie. We will arrange for the return of the item, at our expense, and provide you with a full refund or replacement subject to the provision of any video, photo or other evidence that may be required. We strongly recommend that all packages are recorded with photos or videos from the time they arrive with the customer and when they are opened.

We make every effort to ensure your purchase is well protected from any possible accidents or mishandling during transit and in ensuring temperature sensitive products are properly insulated at the required temperatures. However, it’s not possible to guarantee this 100% so there may be occasions when the products arrive damaged.
It is vital that the customer inspects any food products as soon as it arrives and report any issues without delay.

Contact Us

If you have any questions about our Returns Policy, please contact us by email at customers@toma.ie

This Returns Policy does not affect your statutory rights.

Please note that this is a sample Returns Policy and you may need to modify it to suit the specific needs of your business. You should also consult with a lawyer to ensure that your Returns Policy complies with all applicable laws and regulations.