Policies

Overview

At Tomame, we are committed to customer satisfaction. This Refund Policy outlines the conditions under which refunds may be issued for products purchased through our concierge shopping platform.

Understanding Our Service Model

Tomame operates as a concierge shopping and logistics service. We source products from international retailers on your behalf and arrange shipment to Ghana. Because products are purchased specifically for you after you place your order, our refund policy differs from traditional retail stores.

Refund Eligibility

1. Order Cancellation Before Purchase

• Full refund available if you cancel your order before we have purchased the product from the retailer.
• Refunds processed within 3–5 business days.
• Service fees are non-refundable once product sourcing has begun.

2. Order Cancellation After Purchase

Once we have purchased your product from the retailer:

• Refunds are subject to the original retailer's return policy.
• We will attempt to return the item on your behalf where possible.
• Refund amount will be the product cost minus:
  • Non-refundable retailer restocking fees (if any)
  • Return shipping costs incurred
  • 15% administrative processing fee
• Processing time: 10–15 business days after item is returned to retailer.

3. Damaged or Defective Products

We will issue a full refund or replacement if:

• Product arrives damaged due to shipping
• Product is defective or materially different from description
• Wrong item was shipped

Requirements:

• Report damage/defect within 48 hours of delivery
• Provide photographic evidence
• Product must be unused (except to verify defect)
• Original packaging must be retained

4. Lost or Missing Shipments

• If your shipment is lost in transit and cannot be located within 30 days, we will issue a full refund.
• Tracking information will be used to verify loss.
• Refund includes product cost and shipping fees.

Non-Refundable Items

The following are not eligible for refunds:

• Products damaged due to misuse or improper handling after delivery
• Products with tampered or broken seals (cosmetics, electronics, food items)
• Perishable goods
• Custom-made or personalized items
• Products purchased during clearance or final sale events (unless defective)
• Change of mind after product has been shipped internationally

Service Fees

• Tomame service fees (sourcing, handling, and logistics coordination) are non-refundable once product procurement has begun.
• Shipping fees are refundable only if the shipment was not dispatched or is lost in transit.
• Payment processing fees (Mobile Money, credit card fees) are non-refundable.

Refund Process

How to Request a Refund

1. Contact our customer support team:
   • Email: support@tomame.ca
   • WhatsApp: [Your business WhatsApp number]
   • Website: tomame.ca/contact
2. Provide the following information:
   • Order number
   • Reason for refund request
   • Photographic evidence (if applicable for damaged/defective items)
3. Await review:
   • Our team will review your request within 2 business days.
   • You will receive email confirmation of approval or denial.
   • If additional information is needed, we will contact you.
4. Receive your refund:
   • Approved refunds are processed within 5–10 business days.
   • Refunds are issued to your original payment method (Mobile Money account or card).
   • You will receive confirmation once the refund has been processed.

Refund Timeline

Scenario	Processing Time
Cancellation before purchase	3–5 business days
Damaged/defective item	5–10 business days after verification
Cancellation after purchase (return to retailer)	10–15 business days after return
Lost shipment	7–10 business days after loss confirmed

Exchanges

We do not offer direct exchanges. If you wish to exchange an item:

1. Request a refund for the original item (subject to this policy).
2. Place a new order for the desired item.

Disputes

If you believe your refund request was unfairly denied:

1. Contact our customer service manager at support@tomame.ca.
2. Provide your case number and detailed explanation.
3. We will conduct a secondary review within 3–5 business days.

Changes to This Policy

Tomame reserves the right to update this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of our services after changes constitutes acceptance of the revised policy.