‌Effective Date: October 15, 2026‌

1. Introduction

Welcome to the official Refund and Returns Policy of TONY TIENDAS, S.A. DE C.V., the operator of the desktop life tools e-commerce platform available at www.tonytiendas.com. We specialize in sourcing compact, practical little daily helpers that turn every messy work corner into a tidy, pleasant space, and all of our products balance clean design, durable quality and daily usability with no useless frills or overpriced gimmicks included. This policy is designed to create a fair, transparent shopping experience for all our customers, and clearly outlines all standardized rules for product return, exchange and refund requests submitted on our platform.

We place extreme emphasis on order transaction fairness for both our customers and our operations. The core principle of this policy is that ‌no partial or full “refund only” request is accepted under any circumstances that do not involve confirmed irreversible product quality defects verified by our official team‌. We never approve any application that asks for a direct refund without the customer returning the corresponding physical product to us, to safeguard the legitimate rights and interests of all parties in the transaction.

If you have any inquiries about the content of this policy, or need to submit a service application related to return and refund, you can reach us through the following official channels at any time:

• Contact Email: pixen@tonytiendas.com
• Physical Address: Avenida Urano 585, Interior B, Colonia Jardines de Mocambo
• Contact Telephone: +52 800 925 6278

2. Eligibility for Returns and Exchanges

To submit a valid return or exchange request, your application must meet all the following general conditions:

1. You submit the request within 30 calendar days starting from the date when you successfully sign for receipt of the ordered product.
2. The product you return remains in brand-new, unused condition, with all original packaging, attached accessories, instruction manuals, and free gifts that came with the order fully intact and not damaged.
3. You provide the complete order number, valid photo evidence of the product status, and comply with all application submission procedures specified on our platform.

Products that do not meet the above conditions, including customized engraved desktop tools, clearance sale items marked on our product page as “non-returnable”, and products damaged due to improper man-made use after delivery, are not eligible for return or exchange.

3. Core Rule: No “Refund Only” Requests Permitted

To avoid transaction disputes and ensure fairness between customers and our operations, we strictly prohibit any “refund only” demand that does not require the return of the purchased physical product. This rule applies to all order scenarios without exception:

• For orders where you report you never received the parcel, we will first launch a full verification process with our official logistics partners, check the complete delivery signature records and on-site delivery photos. Only when we confirm that the parcel is truly lost during transit and cannot be retrieved, will we arrange a full free reshipment of the corresponding product to you, and no direct refund will be issued.
• For scenarios where you claim the product has minor appearance flaws, size mismatch, or does not meet your personal preference, we will not approve any application for a full or partial refund without you returning the item. You can either return the unused product to our designated warehouse to get an even exchange for another item you prefer of equal value, or complete the return process to obtain a store credit equal to 100% of your original order amount that can be used for any future purchase on our platform.
• We will never process any application that asks for a partial cash refund while you keep the product, even if the product you received has very minor non-functional appearance differences from the product page description. In such cases, you can choose to keep the product and get an exclusive store discount coupon of corresponding amount, or return the product to get a full value store credit.

4. Return Processing Flow

You can follow the standardized process below to complete your valid return application:

1. Submit your return request in the “My Order” section of your account on www.tonytiendas.com, upload required photos of the product and its packaging, and select your preferred follow-up processing solution (exchange or store credit).
2. Our customer support team will review your application within 24 working hours, send you the official return address and the unique return tracking label after approval.
3. Send the product back to our designated warehouse using a regular trackable courier. For all return requests caused by confirmed product quality defects, we will cover the full cost of your return shipping. For returns initiated due to personal preference reasons, you only need to bear the basic return shipping fee, and we will not charge any extra restocking fee.
4. After our warehouse team receives and verifies that the returned product meets all return eligibility requirements, we will process your exchange shipment or issue the corresponding store credit to your account within 3 working days. The store credit has no expiration date, and you can use it for any purchase of our fresh desk gear and other products at any time.

5. Final Notes

This policy takes effect on October 15, 2026, and all orders placed on or after this date will be governed by the content of this version. We always work to resolve every customer concern reasonably on the premise of adhering to this policy. If you have any questions about our rules, please feel free to contact our support team at any time for further assistance.