Overview

Tovah Marketplace connects customers with independent vendors. Each vendor sets its own return and refund policy and is responsible for customer service, returns, and refunds for the products it sells.

Review the selling vendor’s policy for the return deadline, eligible items, and any conditions or exclusions before requesting a return.

Requesting a return

Contact the vendor that sold your item to ask about eligibility, the return deadline, and the steps for requesting a return or exchange. Include your order number and the item you are asking about.

Have your receipt or proof of purchase available. Ask whether the item must be unused, in its original condition, and in its original packaging. Eligibility for opened, used, damaged, perishable, personal-care, digital, or gift-card items depends on the vendor’s applicable policy.

Refunds

Ask the vendor how returned items are inspected and how you will be notified of the refund decision. The vendor can explain whether a full or partial refund applies, the refund method, and the expected processing time.

Late or missing refunds

If a vendor has confirmed a refund but it has not appeared, check the account or payment method used for the purchase. Your bank or payment provider may need time to post it. If it is still missing after the stated processing time, contact the vendor for the refund status and your payment provider for posting information.

Sale items

Check the vendor’s policy to find out whether sale items are eligible for a return, refund, or exchange.

Exchanges

For a damaged or defective item, or another exchange request, contact the selling vendor with your order details and a description of the issue. Confirm exchange eligibility, replacement availability, and shipping instructions before sending the item back.

Gifts

For a gift return, ask the vendor what proof of purchase is needed and how any refund or credit would be handled. Confirm whether it would go to the original purchaser or the gift recipient; gift-credit arrangements depend on the vendor’s policy.

Shipping returns

Before shipping an item, obtain the return address and shipping instructions from the vendor. Ask the vendor to confirm who pays return shipping and how any approved refund will be handled.

Confirm whether original shipping charges are refundable and whether any return-shipping costs will be deducted. Use the destination the vendor provides rather than assuming the item should go to the manufacturer or marketplace. Consider a tracked shipping service or insurance for valuable items, and keep your shipping receipt.