Changes

The user may request the exchange of any item purchased through our online store within the first 7 calendar days from the date of product delivery. After this period, no changes will be made.

The product to be exchanged must be in optimal condition for sale, retaining tags, boxes, and packaging; it must not have been used or washed. Changes will not be accepted if the product is not sent under the aforementioned conditions.
The customer is responsible for covering the direct costs of the exchange, including the shipping fees required (round trip).
For discounted or promotional merchandise, to validate the exchange, the price paid by the customer will be taken into account. Exchange Options:
For an identical product, provided it is available in inventory.
For a different product of equal value.
For a higher-priced product, where the customer can settle the outstanding amount with a cash transfer to our business account or through a customized payment link.

To request an exchange, it is necessary to send an email to the address support@tommylion.com with the following information:

Order number.
Product for which exchange is required and reason for the request.
Selected exchange option.

The customer service team will respond to the email with information about the selected exchange option and its availability, as well as specific instructions for shipping the product to be exchanged according to our warehouse stock.

The user must ship the products they wish to exchange following the given instructions. Once the product is delivered to the specified address, a review will be conducted to confirm that the received product meets the aforementioned conditions. If the product meets the requested conditions, the requested exchange option will be sent to the address specified in the original purchase order, and the user will be informed via email. If the product does not meet the requested conditions, the user will be informed via email, and the product may be returned, provided that the user covers the shipping costs beforehand.

Returns

The user may return any item purchased through the portal within the first 7 calendar days from the date of product delivery, provided it is for the following reasons:

The purchased item may be returned as long as the products are in optimal condition for sale, retaining tags, boxes, and packaging; it must not have been used or washed. Returns will not be accepted if the product is not sent under the aforementioned conditions.
The customer must cover the direct return costs.
In accordance with the law, returns of unsealed items will not be accepted, except in cases of defective merchandise.
If the product is defective, within these seven days the customer can also opt for product replacement.
For discounted or promotional merchandise, to validate the return, the price paid by the customer will be taken into account.

After the aforementioned period, no returns will be accepted.

Return for Transport Damage or Shipping Error

If at the time of delivery it is visibly and clearly apparent, without the need to manipulate the shipping packaging or the product packaging itself, that a product has defects caused by transportation damage, or if a shipping error is observed in the merchandise received, the customer must indicate it at the time of delivery and communicate it to the Administrator via email at support@tommylion.com or by text message to +1 302 7510615 within 24 hours of receiving the order to initiate the return of the affected product(s) and thus the replacement with a new one.

Transportation defects that are only noticeable after unpacking the product must be reported within the first 24 hours from receiving the order, as indicated above, specifying the order number, the damages caused to the product, and requesting the return of the affected product and thus the replacement with a new one or the refund of the price paid for it. The Administrator will examine it and communicate whether the replacement is justified. Returns will not be accepted for products that are not in the same condition as received or have been used beyond simply opening the product. The return or replacement of the item will be carried out as soon as possible and, in any case, within 30 days from the date we send an email confirming the return or replacement of the non-conforming item. In these cases, the Administrator will refund the purchase money within 30 days from receiving the User’s communication requesting the return. This will be done through the same payment method used for the purchase, or by bank transfer to the account indicated by the User.

Refunds

The Administrator will refund the purchase money within a maximum period of 30 days from receiving the User’s communication requesting the return. This will be done through the same payment method used for the purchase, or by bank transfer to the account indicated by the User.