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Contact Our Team
Email service@tonavera.com and explain that you would like to request a return.
Return & Refund Policy
TONAVERA™ · AFTER-SALES CARE
Return & Refund Policy.
Clear Support After Every Purchase.
OFFICIAL STORE DETAILS
Business Information
Brand
Tonavera™
Company Name
Chengdu Zhonghao Qiyun Technology Co., Ltd.
Business Address Room 507, 5th Floor, Unit 1, Building 5, No. 299 Yinglong South 1st Road, High-tech Zone, Chengdu, China
Unified Social Credit Code
91510100MAEF8UYN6K
Legal Representative
Zhang Jiafeng
Customer Support Email
Telephone
RETURN GUIDELINES
Return Eligibility.
We want our customers to feel informed about their purchases and understand the available after-sales support options.
Return requests are reviewed according to product condition, the applicable return period, and relevant consumer protection requirements.
Before Requesting a Return
Tonavera™ accepts return requests for eligible products within 30 calendar days after delivery. To initiate a return, please contact service@tonavera.com within this 30-day period and wait for written return instructions before shipping any product back.
For preference-based returns, items should generally be unused, unwashed, complete, and in their original condition, including applicable packaging and accessories.
- The return request is submitted within 30 calendar days after delivery.
- The product is in a condition suitable for the type of return requested.
- Relevant accessories and packaging are included where required.
- The customer provides the necessary order details.
Certain products may have specific return restrictions based on their condition or nature, subject to applicable consumer rights.
SIMPLE AFTER-SALES GUIDANCE
How to Request a Return.
To begin a return request, please contact our customer support team before sending any product back. Our team will review the information provided and explain the next steps.
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Share Order Details
Include your order number, product name, and reason for the return request.
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Provide Supporting Details
If applicable, attach photographs showing product condition, defects, or incorrect items.
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Follow Return Instructions
Wait for written guidance from our support team before arranging the return shipment.
Contact Email: service@tonavera.com
Please keep your order confirmation and related communications until the request is resolved.
Please keep your order confirmation and related communications until the request is resolved.
PRODUCT ISSUE SUPPORT
Damaged or Incorrect Items.
If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact us promptly. We will review the issue and determine an appropriate solution.
Report the Issue
Provide your order number, the affected product name, and a clear description of the problem.
Share Photographs
Photographs of the product, affected area, packaging, or missing components may help us review the issue.
Receive Next Steps
Depending on the circumstances, an appropriate resolution may include replacement, return, or refund, consistent with applicable law.
SHIPPING RESPONSIBILITIES
Return Shipping Costs.
Responsibility for return shipping depends on the reason for the return, the applicable terms disclosed to the customer, and any relevant statutory consumer protections.
Preference-Based Returns
For eligible returns requested because of a change of mind or personal preference, customers may be responsible for return shipping costs where permitted and disclosed.
Before arranging shipment, please follow the return instructions provided by customer support.
Seller Error or Qualifying Defect
If a return is necessary because of our error, an incorrect shipment, or a qualifying product defect, we will arrange an appropriate remedy in accordance with applicable consumer law.
Customers will not be improperly charged for correcting such issues.
PAYMENT & REFUND INFORMATION
Refund Processing.
Once a return is received and inspected, where required, we will review the request and notify the customer of the outcome. If approved, Tonavera™ will normally initiate the refund within 5–10 business days after approval.
Review & Approval
After receiving and inspecting the returned item, where required, we will notify the customer whether the refund is approved. Eligibility depends on the reason for the request, applicable return conditions, and consumer rights.
Original Payment Method
Approved refunds are normally initiated to the original payment method used during checkout within 5–10 business days after approval.
Financial Processing
After the refund is initiated, the payment provider or financial institution may require additional time for the funds to appear in the customer’s account. Original shipping charges and other fees will be refunded where required by applicable law or the relevant order terms.
PLEASE REVIEW BEFORE RETURNING
Important Return Information.
Important — Return Address & Instructions
Do not send returns to our registered business address unless customer support has explicitly confirmed that location in writing.
Return locations and shipping instructions may differ depending on the product and fulfillment arrangements. Sending an item to an unconfirmed address may delay resolution.
We recommend retaining relevant shipping receipts and tracking details when returning merchandise, where applicable.
Nothing in this policy limits statutory rights or remedies available to customers under applicable consumer protection laws.