Refund policy
Last updated: 29 September 2026
This policy explains how to cancel an order, return an item or report a problem. It is provided by Toveira Limited ("Toveira", "we", "us"). It does not affect your legal rights as a consumer.
1. Changing your mind: 30 days
You can cancel your order for any reason within 30 days of the day you receive it. If your order arrives in more than one delivery, the 30 days start from the day you receive the last item.
To cancel, email info@toveira.co with your order number and the items you want to return. We'll reply with the return address. You then have a further 30 days from the date you told us to send the items back.
2. Condition of returns
Items must be returned in their original condition: unused, sealed, and in the original packaging.
This doesn't apply to faulty items (see section 5).
3. Return postage
You're responsible for the cost of sending a change-of-mind return back to us. We recommend a tracked service and keeping your proof of postage, as the parcel remains your responsibility until it reaches us.
4. Your refund
We'll refund you within 30 days of receiving the returned items, or within 14 days of you giving us proof that you've sent them, whichever is sooner. Refunds are made to your original payment method. Delivery is free on all orders, so there are no delivery charges to refund.
If a returned item has been handled more than was needed to inspect it, we may reduce your refund to reflect its reduced value, as the law allows.
5. Faulty, damaged or incorrect items
If an item arrives faulty, damaged or not as described, or we send the wrong item, please email info@toveira.co within 30 days of delivery with:
- your order number
- a clear photo showing the fault or damage (and the outer packaging, if it was damaged in transit)
Once we've checked the photos, we'll send you a replacement free of charge. We won't usually ask you to send the faulty item back, but if we do, we'll cover the return postage.
Your legal rights: contacting us within 30 days helps us sort things out quickly, but it doesn't limit your rights. Under the Consumer Rights Act 2015, if goods are faulty, not as described or not fit for purpose, you're entitled to a full refund if you tell us within 30 days of delivery, and to a repair or replacement after that. If a replacement doesn't fix the problem, you can ask for a refund.
6. Subscription orders
Each subscription delivery is covered by this policy in the same way as a one-off order. To stop future deliveries, see our Subscription policy.
7. Exchanges
We don't offer direct exchanges. Please return the item for a refund and place a new order.
8. Contact us
Toveira Limited
Email: info@toveira.co