Refund policy

Please read this policy carefully before purchasing. By placing an order you agree to these terms. They're designed to be clear and fair — and they apply to every order unless your local consumer law gives you additional rights (see "Your legal rights" below).

At a glance

Returns must be requested within 30 days of delivery, and authorised by us first
Only unused, unopened, factory-sealed items in original packaging can be returned
For hygiene reasons, opened or used items cannot be returned (unless faulty)
You pay return shipping; original shipping is non-refundable
A refund on a "didn't work" basis requires a photo or video of the issue
Refunds are issued within 7 business days of approval, after inspection

1. Return window

You have 30 days from the delivery date (as confirmed by the carrier's tracking) to request a return. Requests made after 30 days will not be accepted.

2. Returns must be authorised first

We do not accept unauthorised returns. Email hello@toneeskin.com with your order number to request a Return Authorisation. If we approve it, you must:

Ship the item back within 7 days of approval, and
Ensure it reaches us within 14 days of approval.

Any item sent back without authorisation, or outside these timeframes, will not be refunded and cannot be returned to you unless you cover reshipping.

3. Cancelling an order

Orders cannot be cancelled through the website. There is no cancellation button or self-service option at checkout or in your account — the only way to cancel is to contact us directly.

If you need to cancel, email hello@toneeskin.com as soon as you can with your order number. We process orders within 1–3 business days, so please get in touch quickly — once an order has been dispatched we can no longer stop it.

Not dispatched yet — we'll cancel it and refund you in full to your original payment method within 3 business days.
Already dispatched — we can't stop it, but you're still covered by our returns policy above. Wait for it to arrive and email us within 30 days.
Changing an order — same process. Email us your order number and what you'd like changed, and we'll do what we can before it ships.

We aim to reply to every email within 2 business days. If you haven't heard from us, please check your spam folder and email again — we don't want anything slipping through.

Customers in the UK and EU: this does not affect your statutory right to cancel within 14 days of receiving your order, as set out above.

4. Condition required (strictly enforced)

To qualify for a refund, an item must be all of the following:

Unused and unworn — not applied to skin or removed from its seal
Unopened and factory-sealed, in its original packaging with all inserts
Free of any damage, marks, or modification
Accompanied by valid proof of purchase (order number or receipt)

Every return is inspected on arrival. Items that don't meet these conditions will be rejected, not refunded, and disposed of after 14 days unless you arrange and pay for reshipping.

5. Hygiene policy — opened or used items

Because Tonee products are adhesive items applied directly to the skin, opened, unsealed, or used items cannot be returned, exchanged, or refunded for health and hygiene reasons. The only exceptions are a genuine fault or defect (section 5) and our first-pack satisfaction promise (section 8).

6. Damaged, faulty, or incorrect items

Please inspect your order as soon as it arrives. If an item is defective, damaged on arrival, or not what you ordered, email hello@toneeskin.com within 48 hours of delivery with your order number and clear photos. Once verified, we'll send you a free replacement — you won't need to return the original item, and there's no cost to you. If a replacement isn't available, we'll issue a refund instead.

7. Application help & "it didn't work" claims

If your tape isn't adhering, creases, or isn't giving the result you expected, email hello@toneeskin.com within 30 days with your order number and a short photo or video showing the issue (for example, the tape lifting or creasing). This lets our team see what's happening and either help you get it working or, if appropriate, offer the remedy in section 8.

Photo or video evidence is required to issue any refund on a "didn't work" basis. We are unable to process a refund on this basis without it. Please only share what you're comfortable showing — a clear photo or video of the tape itself is all we need, and we never ask for images of intimate areas.

8. Return shipping costs

For standard returns (section 3), you are responsible for all return shipping costs. Tonee does not cover or reimburse return postage in these cases. Use a tracked service — we are not responsible for returns lost or damaged in transit to us, and a standard return is only eligible once we physically receive it. (Faulty/damaged items under section 5 do not need to be returned.)

9. First-pack satisfaction promise

New to Tonee? If your first pack doesn't work out, contact us within 30 days and we'll help you get the best results. If you're still not satisfied, we'll offer a one-time store credit or refund for a single pack — however, you will still be required to return it. This is:

Limited to one claim per customer/household, on first-time orders only
Capped at the value of a single pack (bulk and repeat orders follow the standard policy above)
Conditional on the photo or video evidence in section 6

10. Refunds

Once a refund is approved, we'll email you to confirm.

Approved refunds are issued to your original payment method within 7 business days of approval.
Original shipping charges are non-refundable and are deducted from your refund — including where free shipping was applied to your order.
Time for the refund to appear depends on your bank or card provider.

11. Non-returnable / non-refundable

The following cannot be returned or refunded:

Opened or used items (hygiene — section 4), except under sections 5 and 8
Items returned without authorisation or outside the timeframes
Sizing or change-of-mind returns
A "didn't work" claim with no photo or video evidence (section 6)
Original shipping charges and any Shipping Protection fee
Free gifts, samples, and promotional add-ons
Orders where delivery failed due to customer-provided errors (section 11)

12. Failed or undeliverable deliveries

Please check your shipping details carefully at checkout. We are not responsible for orders that are delayed, returned, or lost because of an incorrect or incomplete address provided by you, or because no one was available to receive the order. Refunds are not issued in these cases. Reshipment may be available at your cost.

13. Lost or stolen parcels

Lost in transit (no delivery confirmation). If the carrier's tracking does not show your order as delivered and it appears genuinely lost in transit, email us at hello@toneeskin.com. If you purchased Shipping Protection, we'll arrange a replacement or refund once the loss is confirmed with the carrier. Without Shipping Protection, we'll help you open a lost-parcel claim with the carrier where possible.

Parcels showing Proof of Delivery. If the carrier's tracking shows your order as delivered to the address you provided, the order is considered fulfilled, and we are not responsible for parcels that are stolen, removed, or go missing after delivery. No refund or replacement is issued for orders with valid Proof of Delivery, and this is not covered by Shipping Protection. Please first check around your delivery address, with anyone else at your address and with your neighbours, and allow up to 3 business days (parcels are sometimes scanned slightly early). If you believe your parcel was taken after delivery, you are responsible for raising it directly with the carrier and, where appropriate, reporting the theft to your local authorities — we'll provide the tracking details you need. This does not affect any statutory rights you may have where the law makes us responsible until the order is physically received by you.

14. Shipping Protection

Shipping Protection is an optional service you can add at checkout that covers your order while it's on its way to you.

Covered: orders lost in transit (where tracking does not show delivered), orders that arrive damaged, and parcels that go missing in the carrier network before delivery — we'll arrange a replacement or refund once confirmed with the carrier.
Not covered: parcels marked delivered by the carrier (Proof of Delivery), including items taken or stolen after delivery; deliveries that fail due to an incorrect address provided at checkout; and customs delays or charges.

Protection applies only while your order is in transit. Once it is scanned as delivered to the address you provided, it is considered received (see section 12).

15. Abuse, fraud & chargebacks

We reserve the right to refuse, limit, or decline any return or refund we reasonably believe is fraudulent, abusive, or in breach of this policy, and to refuse service to customers who repeatedly do so. If you have any issue with your order, please contact us first — opening a chargeback before contacting us may delay resolution.

16. Your legal rights (these always apply)

Nothing in this policy removes rights you have under the law where you live:

EU customers: you may cancel and return your order within 14 days of receiving it, for any reason, under the cooling-off period.
Faulty, misdescribed, or not-as-ordered items are always covered, regardless of the conditions above.