Last updated: October 02, 2025
Tovatee builds solid-wood furniture and stands behind every piece. If something isn’t right, this page explains—in clear, simple terms—how Tovatee will fix it. The policy applies to orders delivered in the United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, and Portugal. Because Tovatee also sells apparel, clothing-specific notes are included where needed.
Policy overview
30-day window: Start a return request within 30 days of delivery.
Tovatee’s responsibility: If the problem is on Tovatee (carrier damage, manufacturing defect, wrong item), Tovatee provides a prepaid label or books a pickup and pays the return freight.
Change of mind: Returns for size/fit, color, style, or preference are allowed within the window; buyer covers return shipping.
Refund timing: After the return arrives and passes inspection, Tovatee refunds within 7 business days to the original payment method. For eligible international returns to the countries above, no re-import fees apply when Tovatee’s labels and instructions are used.
Apparel note: Size-related apparel returns are accepted within 30 days when items are unworn, unwashed, with original tags, and packed back into the original polybag or box.
Proof of purchase: Provide the order number or the email/phone used at checkout to begin any return.
General conditions for returns (what must be true)
Furniture
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Item is new, unused, unassembled, and unmodified.
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Signs of use—scratches, dents, stains, odors, pet hair, or alterations (drilled holes, touch-ups, refinishing, installed/leveled bases)—make change-of-mind returns ineligible.
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Keep all original packaging (foam, corner guards, hardware, tools, manuals, accessories). If anything is missing, re-pack with equivalent protection so the item travels safely.
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Items that are fully assembled, installed, glued, or modified aren’t returnable unless Tovatee confirms a defect or transit damage.
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Tovatee furniture is designed for indoor residential/studio use.
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Large pieces may require pallet pickup or liftgate service; Tovatee will confirm the steps.
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Do not tape parts directly onto finished wood—use foam or thick padding.
Apparel & small goods
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Apparel must be unworn, unwashed, unaltered, with any hygiene liners intact and all tags/dust bags/accessories included.
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Shoes must be tried on indoors and returned in the original shoe box placed inside a protective outer carton.
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For hygiene reasons, underwear, swimwear, and pierced jewelry aren’t returnable once tags/seals are removed or packaging is opened, unless defective.
Natural wood note
Solid wood varies in grain, tone, and knots. These natural features are not defects and aren’t considered damage or mis-manufacture.
All conditions above apply in every country listed at the top.
When Tovatee is responsible (damage, defect, or wrong item)
If an item arrives damaged, has a manufacturing fault, or doesn’t match the model/size/finish ordered, Tovatee will put it right.
Examples
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Transit damage: crushed corners, cracked top, chipped finish.
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Manufacturing issues: misaligned parts, tops that don’t sit flat, unstable bases, hardware that won’t seat.
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Apparel issues: stitching faults, broken zippers, wrong size/color sent.
What Tovatee does
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Provides free return shipping and arranges pickup where available in all covered countries.
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Offers a replacement (subject to stock/lead time) or a full refund.
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Refunds any outbound shipping paid at checkout.
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For minor issues, Tovatee may resolve faster with a replacement part, a furniture touch-up kit, or a replacement garment, recommending the quickest path.
Returns at customer request (change of mind)
If the item doesn’t suit your space, finish, or fit, you can request a return within 30 days, provided it is unused and in original packaging.
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Return freight is customer-paid and non-refundable.
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After inspection confirms completeness and new condition, Tovatee refunds the product price.
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Any original outbound shipping paid is not refunded for change-of-mind returns.
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Apparel note: For size exchanges, see Exchanges. Items with removed tags, wear, odors, or makeup/deodorant marks won’t pass inspection and may be returned to sender.
Items that cannot be returned
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Gift cards (digital or physical)
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Final-sale/clearance items
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Any item that is used, assembled, installed, modified, or refinished
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Custom or made-to-order furniture—including non-standard sizes, special edges, custom stains/finishes, inlays/carvings, or non-standard base specs—unless defective or damaged on arrival
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Hygiene-sensitive apparel once opened or tried on (e.g., underwear, swimwear, pierced jewelry) unless defective
Bundle note: If your order included a promotional bundle or free gift, all items must be returned; otherwise Tovatee may deduct the pro-rated value of missing components from the refund.
How to start a return (step-by-step, no jargon)
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Contact within 30 days of delivery: email [email protected] or use the Contact form. Include your order number and a short description of the issue or reason.
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If damaged/defective: contact within 72 hours and attach clear photos or a short video of the outer box, inner packing, and affected areas. For apparel defects, include photos with tags visible.
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Response time: Tovatee replies within 1–2 business days with next steps. If covered by Tovatee, you’ll receive a prepaid label (parcel/apparel) or a freight pickup (large items) plus packing instructions.
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Return address: Tovatee Returns Department, 5297 Questa Dr, Abilene, TX 79605.
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Hand-off deadline: Prepaid labels and freight authorizations usually expire after 10 calendar days. Please hand the parcel to the carrier or be available for pickup within that window.
Packing tips—furniture
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Immobilize tops/bases so they can’t shift.
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Reuse original foam and corner guards when possible.
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Bag all hardware/tools and secure the bag to a fixed point inside the carton.
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If the original carton is missing, use a new heavy-duty box or pallet crate with thick padding on all sides; seal all seams with strong tape.
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For freight items, Tovatee will advise if a pallet is required and will provide BOL (bill-of-lading) details.
Packing tips—apparel
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Place garments back in the original polybag or dust bag, fold neatly, and include all accessories/tags.
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Put presentation boxes (e.g., shoe boxes) inside a protective outer carton.
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Do not ship shoes or garments in display packaging alone.
Refund timing & method (what to expect)
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Once the return arrives and passes inspection, Tovatee processes the refund within 7 business days to the original payment method (USD; major cards and PayPal).
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Prefer store credit? Tell Tovatee when you initiate the return.
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Banks/card issuers may take up to 7 additional business days to post funds.
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International refunds are issued in USD; any currency conversion is handled by your bank/PayPal.
Inspection checklist
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Correct model/size/finish
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All parts & hardware (furniture) or tags & accessories (apparel) included
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No signs of use or modification
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Packed well enough to avoid new transit damage
If parts are missing or packing is inadequate and damage occurs during the return trip, Tovatee may reduce the refund to cover repairs/replacement or offer return-to-sender at customer cost.
Exchanges (another simple option)
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Request an exchange within 30 days for a different size or finish.
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Logistics mirror returns: change-of-mind = customer-paid; Tovatee-fault = Tovatee-paid.
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Furniture exchanges ship after the original item is received and passes inspection.
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Apparel exchanges depend on stock. Need it faster? Place a new order now; Tovatee will refund the original once its return clears inspection.
Restocking fees
None. If your return follows this policy and passes inspection, Tovatee refunds the full refundable amount.
Refused deliveries & undeliverable packages
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If a shipment is refused without contacting Tovatee first and the carrier does not confirm damage, Tovatee may treat it as a change-of-mind return. Actual return freight, storage, and any address correction/re-route charges may be deducted from the refund.
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If a package is marked undeliverable due to an incorrect address or missed appointments, Tovatee can help re-ship (additional freight may apply) or process a return under the rules above.
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For high-value furniture freight, an adult (18+) must be present at pickup/delivery.
Taxes & duties on returns (international orders)
For eligible international returns from the countries listed at the top, Tovatee prepares re-import paperwork and does not charge re-import fees when Tovatee’s labels and instructions are used. If you book your own courier without approval, you may be responsible for duties, VAT/GST, brokerage, customs return processing, and any loss/damage in transit.
Order processing & shipping times (for reference)
Most orders prepare to ship within 1–2 business days (Mon–Fri, U.S. public holidays excluded). Typical post-dispatch transit is 6–8 business days to the U.S. & Canada, 7–9 business days to Europe & the UK (United Kingdom, France, Germany, Spain, Italy, Belgium, Portugal), and 9–10 business days to Australia. Orders confirmed before 2:00 PM CST usually begin processing the same business day; later orders start the next business day.
For carrier details, tracking, and delivery services, see Tovatee’s Shipping Policy.
Apparel note: Apparel-only orders usually move faster than furniture and may arrive sooner than the baseline windows above (subject to destination and network capacity).
Contact Tovatee— support is ready to help
Address: 5297 Questa Dr, Abilene, TX 79605
Email: [email protected]
Support Time: Mon–Sun: 8:00 AM-5:00 PM CST
