Returns and Refunds
Last updated: January 2026
Transparent policy in compliance with Legislative Decree 206/2005 (Consumer Code). We understand how important it is to have the freedom to change your mind or receive a compliant product. That's why at Tomaino.it we offer a clear and secure procedure for returns and refunds.
Right of withdrawal – 14 days
You have 14 working days from receipt of the product to communicate your intention to return it, without needing to provide a reason.
How to activate the procedure
- Write to resi@tomaino.it or fill out the online form.
- You will receive instructions and any return authorization.
- After quality control, the refund will be issued within 14 working days of final approval.
The product must be shipped within 7 days of the return acceptance confirmation. Returns shipped after this deadline may not be accepted.
When return shipping costs are covered by us
Return or replacement shipping costs are entirely covered by Tomaino exclusively in the following cases:
- product damaged during shipping;
- incorrect item or not conforming to the order;
- missing parts or components in the packaging.
In these cases, we arrange for the product to be collected or for a new shipment at no additional cost to the customer.
The issue must be reported within 48 hours of delivery, attaching clear photographs of the product and/or packaging. Late reports may not be accepted.
When the return is at the customer's expense
If you wish to return a product due to a change of mind, an error in choice, or because it does not meet your expectations:
- return shipping costs are at the customer's expense;
- the product must be new, unused, and complete;
- the product must be returned with its original or equivalent protective packaging.
Practical examples
| Situation | Who pays for the return |
|---|---|
| The color is not as you expected | Customer |
| The product does not fit in the intended space | Customer |
| You mistakenly purchased the wrong model | Customer |
| The product is damaged upon arrival | Tomaino |
| Accessories are missing from the box | Tomaino |
Exclusions from returns
- all personalized or customizable products;
- used, assembled, altered, or tampered with products;
- products damaged due to reasons attributable to the customer;
- returns made without prior authorization.
Conditions for refund
- product intact and unused;
- complete with all parts and accessories;
- original or equivalent protective packaging.
Otherwise, the refund may be reduced or refused.
| Condition of returned product | Refund expected |
|---|---|
| Perfectly resalable | 100% |
| Missing or damaged packaging | -10% / -30% |
| Used or altered product | up to -100% |
Initial extra shipping costs (express or personalized services) are non-refundable. The refund exclusively concerns the value of the product, unless the error is attributable to Tomaino.
Refund method
The refund is made using the same payment method used for the order, unless technically impossible.
Bulky products and merchandise collection
- the product must be properly packed by the customer;
- collection only takes place at street level.
The risk of damage during return transport is borne by the customer, unless errors are attributable to Tomaino.
Damage from incorrect assembly
Damage caused by incorrect assembly, improper use, or use of unsuitable tools is not covered by the right of withdrawal or warranty.
Quality control
Each return is subject to internal technical verification. The refund will only be issued after quality control approval.
Abuse prevention
- refusing anomalous or abusive returns;
- limiting future return requests;
- deactivating users who abuse the return policies.
Return address
Tomaino Srl
Via San Bernardo 56
20021 Bollate (MI) – Italy
Acceptance of terms and conditions
By confirming an order on Tomaino.it, the customer fully accepts the return, refund, and warranty conditions described herein.
Assistance
Email: resi@tomaino.it
Tel: 02 3510239
WhatsApp: 393 815 0091
