Return & Refund Policy

This policy describes voluntary returns, exchanges, and the remedies available when goods purchased through https://tolseni.com/ are damaged, defective, misdescribed, or not delivered as required. Mandatory consumer protections in your jurisdiction always take priority over less favorable voluntary terms.

1. When to Contact Us
   For an eligible change-of-mind return, please request the return within 30 calendar days after delivery. The request period begins on the date the goods reach you, rather than when you pay. This voluntary window does not shorten the time available for statutory claims regarding nonconforming goods.
2. How to Start a Return
   Email service@tolseni.com with your order number, the product involved, and a description of the request. For damaged, defective, or wrongly supplied goods, tell us what is wrong and attach photographs if reasonably helpful. We will explain the relevant steps and provide a specific authorized return destination when mailing the item back is necessary. Retain proof of shipment and tracking information until the case is resolved.
3. Condition of Change-of-Mind Returns
   Goods returned voluntarily because you changed your mind should generally be unused, in the condition received, with accessories and supplied components included. Keep the original packaging when reasonably possible. These conditions do not interfere with a right to inspect goods under applicable law or with legal remedies for defective or inaccurately described goods.
4. Non-Returnable Categories (Exceptions Where the Law Allows Them)
   Certain items may not qualify for a voluntary change-of-mind return when a lawful exception applies. For hygiene, safety and operational reasons, the following items are ineligible for voluntary return:

• Disposable consumable and hygiene products (including but not limited to disposable stretch food covers, disposable toilet cleaning systems): non-returnable once the original packaging or protective seal is broken, due to health and safety regulations;
• Personal body care products (including but not limited to electric body scrubbers): non-returnable after unsealing and use, unless a verifiable manufacturing defect is confirmed;
• Customized, personalized or made-to-order products produced to your specifications;
• Items clearly marked as "Final Sale", clearance or non-returnable at checkout or on the product page;
• Items that have been damaged, soiled, altered or misused by the customer after delivery.
  Relevant product-specific restrictions will be disclosed before purchase. Remedies for faulty, damaged, or incorrect goods remain available as required by law.

1. Who Pays Return Postage?
   Return shipping costs are allocated based on the reason for return:

• Seller-responsible returns: If an item is defective, damaged, incorrectly supplied, missing parts, or otherwise nonconforming, we cover reasonable applicable return-shipping expenses. Please contact support before purchasing return postage; you may prepay the fee and submit an official freight receipt for reimbursement along with your refund.
• Customer-responsible returns: For a normal change-of-mind return, size mismatch, incorrect ordering or other customer-initiated reasons, the customer generally pays the cost of sending the item to the authorized destination, unless we agree otherwise or applicable law requires us to pay. For international returns, any associated customs duties or import fees are also the customer’s responsibility. We recommend using a trackable shipping service, as we assume no liability for items lost or damaged during return transit.

1. Use the Authorized Return Address
   Do not assume that our registered company address is a warehouse or parcel-return center. We provide the correct address and handling instructions for the case when a shipment is needed. A package sent without the appropriate instructions may be difficult to identify and can delay resolution.
2. Assessment and Available Outcomes
   We may inspect a returned item when reasonably necessary. We will advise whether the outcome is an approved refund, an exchange or replacement where available, or another remedy required by law. Where law requires an earlier refund or allows a remedy without physical return, that statutory requirement governs.
3. Refund Method and Timing
   When a refund is approved, we initiate it to the original payment method within 10 business days after approval, unless applicable law establishes a shorter deadline or different requirement. The date when the payment provider credits your account may be later than the initiation date. Please contact us with the order number if you need help identifying the refund.
4. No Restocking Fee
   We charge no restocking fee, inspection fee or reprocessing fee for an approved return. Return postage that is your responsibility for a voluntary return is a separate shipping cost, not a restocking fee.
5. Exchanges
   If you would prefer an exchange, let us know the item and variation requested. Availability and the circumstances will determine whether a direct exchange is possible. An appropriate refund, replacement, or alternative remedy may be available instead, including where required by consumer law.
6. Cancelling Before Shipment
   If you wish to cancel before dispatch, send your request to service@tolseni.com promptly. We will try to accommodate it, but cancellation is not always possible after packing or carrier handover. Applicable statutory rights of withdrawal or cancellation are preserved.
7. Legal Rights Remain Intact
   Nothing in this policy removes mandatory rights involving withdrawal, repair, replacement, price reduction, refund, or remedies for non-delivery. More favorable statutory periods and processes override the voluntary arrangements described here.

Business and Contact Information

Operating Company: Wuhan Maojiji Trading Co., Ltd.
Unified Social Credit Code (USCC): 91420114MAKBYFQD1P
Company Address: Factory Building 6-1184, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province
Support Email: service@tolseni.com
Contact Phone: +86 1305847916
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)