Refund policy

Refund Policy

We want you to love your purchase from TONGATE. If you're not completely satisfied, we're here to help with returns and refunds.

Return Window
We offer a 14-day return policy from the date you receive your order. Items must be returned within 14 days of delivery to be eligible for a refund or exchange.

Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • Condition: The item must be completely unused, unwashed, and in the same pristine condition as when you received it.
  • Original Packaging: It must be in its original, unopened packaging (including all internal protective films, padding, and outer box).
  • Completeness: All tags, manuals, and accessories must be included and intact.
  • No Signs of Wear: Items showing any scratches, scuffs, or signs of wear will not be accepted for a full refund.

Non-Returnable Items

  • The following items cannot be returned or refunded:
    Gift cards
  • Personalized or custom-made products
  • Items marked as final sale

Return Process

  • Contact our customer support at support@tongate.com to request a return and receive a Return Authorization.
  • We will provide you with a return shipping label (powered by Amazon's fulfillment network).
  • Pack the item securely in its original packaging and attach the provided label.
    Drop off the package at the designated carrier location.

Refunds

  • Once we receive and inspect your returned item, we will notify you by email and process your refund within 7-10 business days. Refunds will be issued to your original payment method.Original shipping costs are non-refundable (except in cases of defective or incorrect items).
  • If the return is due to our error (wrong item, damaged, or defective), we will refund the full amount including shipping.
  • A 15% restocking fee may apply to non-defective returns.

Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 7 days of delivery with photos of the issue. We will arrange a free replacement or full refund.

Exchanges
If you'd like to exchange an item for a different size, color, or variant, please follow the standard return process and place a new order for the desired item.

Questions?
If you have any questions about our refund policy, please reach out to support@tongate.com. We're happy to assist!

Last updated: December 2025