Refund policy

1. This replacement and return policy regulates the main principles and procedure for replacing and returning items applicable to the e-shop (hereinafter referred to as the e-Shop) of Total Customs UAB, registration address: Akademijos g. 7, LT-08412 Vilnius, Lithuania (business address: Akademijos g. 7, LT-08412 Vilnius, Lithuania), Company Reg. No. 304427892, VAT Reg. No. LT100010616910 (hereinafter referred to as the Seller), and to its users (hereinafter referred to as the Buyer or you).

2. The Seller provides the Buyer with 14 calendar days from the date of receipt of the items to replace or return an item purchased in the e-Shop in accordance with the procedure set out herein.

3. If you wish to replace or return an item purchased in the e-Shop, you must send an item replacement/return request by email to: sales@tommy-sons.com. In the email, you must specify the following information: the item name, item code, order number, and purchase date.

4. Upon receipt of your completed item replacement/return request, the Seller will, within 48 hours (on business days), send the item return report to the email address specified by you. The report will contain a unique item return code (RMA – Return Material Authorization).

5. You must deliver the item to be replaced or returned to the following address:

Total Customs UAB
Akademijos g. 7
LT-08412 Vilnius
Lithuania

You must bear all costs related to the delivery, except in cases expressly stated in this policy. You must provide the following documents together with the item being replaced/returned:

5.1. A copy of the invoice for the item received from the Seller;

5.2. A printed item return report containing the RMA.

6. If you fail to provide the required documents together with the item, the Seller may refuse to replace the item or refund the amount paid for it.

7. Upon receipt of the item being replaced or returned, the Seller will replace it with another item or refund the amount due to the Buyer within 5 business days from the date the returned item is received by the Seller. Where the item was paid for by credit card, the refund may only be made to the same credit card used for the original transaction.

8. The following conditions must be satisfied when the Buyer replaces or returns good-quality items:

8.1. The item must be in a resalable condition;

8.2. The item must not be damaged;

8.3. The item must include all component parts, accessories, and other items that were provided to the Buyer;

8.4. The item must not have been mounted, installed, used, or otherwise altered by the Buyer;

8.5. The item must not be damaged during its return delivery to the Seller.

9. The Seller agrees to bear the reasonable costs of delivery of a replaced or returned item in the following cases:

9.1. If a defective or poor-quality item was delivered to the Buyer;

9.2. If the item received by the Buyer does not comply with its description;

9.3. If the item received by the Buyer was damaged in the course of delivery to the Buyer.

10. Should you receive an item in damaged packaging, you must immediately inspect the item, evaluate its condition, and notify the Seller of any identified defects no later than within 24 hours after receipt. If you fail to follow the procedure set out herein, the Seller may refuse claims concerning damage allegedly caused to the item during delivery, to the extent permitted by applicable law.

11. In the event that the Buyer decides to cancel an order or request a refund for reasons not related to a product defect, incorrect delivery, or other error on the Seller’s part, the refunded amount will be reduced by the non-refundable transaction processing fees charged by the respective payment provider.

These deductions correspond to the actual payment processing costs incurred by the Seller, including but not limited to:

• PayPal transaction fees; and/or
• credit card transaction fees.

The exact deduction amount will depend on the payment method used and the fees applied by the relevant payment processor at the time of the original transaction.

12. Parcels returned due to the Buyer’s fault

12.1. If a parcel is returned to the Seller by the shipping provider due to circumstances attributable to the Buyer, including but not limited to:

• the Buyer providing an incorrect or incomplete delivery address;
• the Buyer refusing to accept the parcel;
• the Buyer failing to collect the parcel within the period specified by the shipping provider;
• unsuccessful delivery attempts due to the Buyer being unavailable; or
• any other circumstance attributable to the Buyer that prevents successful delivery,

the Buyer shall bear the actual costs charged by the shipping provider for returning the parcel to the Seller.

12.2. If the Buyer requests a refund after such parcel has been returned to the Seller, the actual return shipping costs charged to the Seller may be deducted from the amount refunded to the Buyer.

12.3. Where the Buyer requests the parcel to be shipped again, the Buyer must pay the applicable re-shipping costs, as well as any outstanding return shipping costs incurred by the Seller, before the parcel is dispatched again.

12.4. This provision does not apply where the parcel is returned due to an error attributable to the Seller or the shipping provider and not caused by the Buyer.