Return & Refund Policy
Order Confirmation & Policy Agreement
By placing an order on Tom & Anna Toronto (tomannatoronto.com), you confirm that you have read, understood, and agreed to this Return & Refund Policy.
By completing your purchase, you acknowledge that:
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You have reviewed and accepted our return conditions and timelines.
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You agree to follow the return procedure outlined below.
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In the event of a payment dispute or chargeback, this policy and all related order records may be used as supporting documentation.
Returns
If you are not fully satisfied with your purchase, you may request a return within 30 days of delivery, provided the following conditions are met.
Eligibility Requirements
To qualify for a return:
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The item must be unused, unworn, and unwashed.
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The item must be in its original packaging and original condition.
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Only normal inspection and handling may have occurred.
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The customer is responsible for return shipping costs.
Returns are processed within 7 business days after we receive the returned item.
We reserve the right to decline a return if the item shows signs of wear, misuse, damage, or alteration not caused by us.
How to Request a Return
To initiate a return:
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Email us at info@tomannatoronto.com within 14 days of delivery.
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Include:
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Your order number
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Reason for return
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Photos (if the item is damaged or defective)
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Your full name and shipping address
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Do not return items without receiving return instructions first. Unauthorized returns may be refused.
We strongly recommend using a tracked shipping service and keeping proof of shipment until your return has been processed.
All approved returns must be sent to our international fulfillment warehouse. Return shipping costs are the responsibility of the customer.
Defective or Damaged Items
If your order arrives damaged or defective, please contact us within 2 days of delivery at:
Include:
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Your order number
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A short description of the issue
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Clear photos or a short video showing the defect
After verification, we may offer:
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A replacement (subject to availability), or
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A refund, depending on the situation
In some cases, a return may not be required for defective items.
Replacement processing typically takes 7–14 business days.
Lost or Unclaimed Packages
If your package is lost in transit:
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Contact us with your order number and tracking information.
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We will assist you in filing a claim with the carrier.
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If confirmed lost, we will arrange a replacement or refund.
If a package is refused, unclaimed, or returned due to an incorrect address provided by the customer, a $35 CAD administrative and shipping fee will be deducted from the refund.
Cancellations
Orders may be canceled before shipment by contacting us at:
If the order has already been dispatched, it cannot be stopped. You may return the item after delivery following the return procedure above.
Return shipping costs remain the responsibility of the customer.
Chargebacks & Disputes
If you experience an issue with your order, please contact us first. We are committed to resolving concerns quickly and fairly.
In the case of a chargeback, we will provide relevant documentation to the financial institution, including:
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Order confirmation
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Tracking confirmation
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Email correspondence
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Submitted photos
Submitting a chargeback without prior contact may delay resolution and may affect future purchasing eligibility.
Hygiene & Final Sale Items
For hygiene reasons, items returned in used or unsanitary condition will not be accepted.
Return shipping fees are not covered by Tom & Anna Toronto.
Contact Us
For questions about returns, please contact:
Tom & Anna Toronto
Email: info@tomannatoronto.com