Return & Refund Policy

30-Day Money-Back Guarantee for Any Reason

TOZO provides a 30-day money-back guarantee for any reason. For 30 days after the date of purchase, return your undamaged TOZO product and receive a full refund for any reason. Once the returned item arrives back in TOZO’s warehouse for inspection, the refund process will begin.

You must return all accessories, including original packaging. Returns may be refused if the item does not meet the above requirements.

• For non-quality related warranty claims, the buyer is responsible for shipping costs
• For non-quality related warranty claims, TOZO refunds the cost of purchasing the product itself
• Returns may be rejected if the product does not meet the above requirements

Refund requests for the 30-day money-back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items after this 30-day window has lapsed. For purchases not made directly through TOZO’s online stores, please contact retailers for refunds. 

Warranty Claims for Quality-Related Issues

All quality-related defects on items sold directly by TOZO or TOZO’s authorized resellers are covered by a 12+6 month warranty, starting from the date of purchase. 

For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise, a new item will be sent. In situations where a replacement is not an available or preferred option, TOZO will offer a partial refund according to the usage time of the device.

Warranties on all replacements follow the same warranty timeframe of the original defective item or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.

Process:

• Buyer must provide sufficient proof of purchase
• TOZO must document what happens when buyers troubleshoot the product
• The defective item’s serial number and/or visible proof depicting the defect are required
• It may be necessary to return the item for quality inspection
• Valid proof of purchase:
• Order number from online purchases made through TOZO or TOZO’s authorized resellers
• Sales invoice
• Dated sales receipt from an authorized TOZOreseller that shows a description of the product along with its price

Please note more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).

Warranty claims for product defects expire 90 days after opening a warranty claim. It is not possible to process a warranty claim for items that are no longer within their original warranty timeframe or the 90-day warranty claim request period, whichever is longer.

Shipping costs must be covered by the buyer in the following situations:

• Returning products for any reason other than a proven defect
• Warranty claims on items taken outside the original country of purchase
• Buyer’s accidental returns
• Returning personal items
• Returning items claimed to have defects but were found by TOZO quality control to be in working condition
• Returning defective items using international shipping
• Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

Notes： If the customer provides the wrong address, and this leads to the package being lost or otherwise becoming unrecoverable, the customer shall bear the loss.TOZO will not replace the order or issue a refund.

Not Covered Under Warranty:

• Products without sufficient proof of purchase
• Lost or stolen products
• Items that have expired their warranty period
• Non quality-related issues (after 30 days of purchase)
• Free products
• Repairs through 3rd parties
• Damage from outside sources
• Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, and operating devices improperly)
• Purchases from unauthorized resellers

How do I return an item?

• Please contact our customer service support team first. State the reason for the return and provide an invoice or screenshot to confirm the order number.

Email Address：info@tozostore.com

• Then our customer service support team will share the corresponding return address with you.
• At last, please send a return notification to TOZOwith the following information:
• Name of the courier
• Tracking number

How long does it take to get a refund?

Refunds will be issued once we receive your returned product and confirm that there is no problem. The refund will be credited back using the same method as when your initial order was made. This process takes about 3-5 days.

If you have any questions, comments, or concerns, please don't hesitate to contact us. Email: info@tozostore.com