Tomartacus Returns Policy

Returns and Exchanges:

 

We know that sometimes we change our minds or make a mistake when purchasing and so we aim to be transparent and fair with our returns policy. However, as the majority of our products are made to order please be aware there are some necessary parameters within our policies in regards to cancellation and exchanges and we appreciate your understanding on these.

 

In the first event you should contact info@tomartacus.co.uk

 

Tomartacus has differing policies for market purchases to online purchases which are outlined below.

 

Market Purchases:

 

Any purchases made at any of our market stands you may find us at are eligible for exchange only. You can exchange your item, provided it is in the same condition it was purchased, for any item of the same value or higher, or a combination of items equating to the same value or higher. Any excess balance must be paid in full. 

 

Sale or discounted items are not eligible for return or exchange. 

 

It is the responsibility of the customer, to pay for the postage to the correct address. In order for us to process the refund we will need to obtain the item, and will not be liable for any item lost in transit. We strongly advise you to use a tracked service so you can claim any loss through the relevant courier in this instance. 

 

Online Purchases:

 

Returns:

 

You have 14 calendar days from the date the item was delivered to you to notify us through info@tomartacus.co.uk that you would like to return an item. Items received without prior notification will not be refunded until you have submitted a return request. The customer, is responsible for organising and payment for any items returned under change of mind or unwanted circumstances, except if the item proved to be faulty, damaged or not true to description.

 

We will endeavour to process your refund within 3-5 working days from the date the item is received. Refunds may take up to 5 days to appear back in your account, depending on your bank or payment provider. Shipping costs will not be refunded unless the item was faulty or damaged.

 

Exchanges:

 

Unfortunately we cannot accept exchanges at markets. If you would like to exchange for another item you would be required to follow the above returns process.

 

Cancellations:

 

As the majority of our products are made to order, once your order has been placed the details are processed with our manufacturer and your item sent into production. Therefore, we cannot always guarantee cancellations can be processed before dispatch. In this case you will need to follow the above returns process. Any cancellation requests should be sent to info@tomartacus.co.uk  

 

Order Amendments:

 

If you have made an error on your order we are unfortunately unable to amend the original order as there is only a very small window from order placed and moving to the production line. However, we will endeavour to cancel the order if possible and ask you to place it again with the correct items. As with our cancellations policy, we cannot always guarantee we can complete a cancellation prior to dispatch due to the product being made to order. Please contact info@tomartacus.co.uk as soon as possible and we will work with you on a resolution.

 

Faulty or Damaged Items:

 

Faulty or damaged items must be reported within 30 calendar days from receipt, and you may be asked to provide evidence by way of photograph or sending the item to us for inspection. In the case of faulty items, reasonable postage incurred will be refunded.

 

Wholesale and Trade:

 

Wholesale and trade purchases are bound by separate terms and conditions which can be found on our trade website www.tomartacus.co.uk/wholesale