Default return window
The default return window is 30 days from carrier-confirmed delivery. The eligibility and deadline shown for your specific order are authoritative. Returns are currently handled at the full-order level rather than as partial-item returns.
Changed-mind returns
If an eligible return is requested because you changed your mind, you are responsible for the cost of returning the books unless applicable law requires otherwise. Tomegate does not charge a restocking fee. Original outbound shipping charges are not refundable for a changed-mind return except where required by law.
Damaged, wrong, or materially not-as-described books
If a book arrives damaged, the wrong item is delivered, or the item materially differs from the listing, open an order-linked support case so Tomegate can review the issue. Tomegate may determine that no physical return is required and will communicate the available resolution through the order/support workflow. If Tomegate requires the item to be returned for one of these reasons, Tomegate will provide the return instructions and cover the required return postage.
How to start a return
Start from the delivered order in your Tomegate account. A return cannot be opened before carrier-confirmed delivery, after the order's return deadline, or while another conflicting cancellation/refund workflow is active. Submitting a request does not itself issue a refund; the request first enters review.
Approval and return destination
If a return is approved, follow the return instructions provided for that order and keep the complete order together unless Tomegate tells you otherwise. The approved return instructions will identify the appropriate return destination. Do not send returns to Tomegate's public business mailing address unless the return instructions specifically direct you there.
Receipt and inspection
A return is not considered physically received merely because tracking shows movement. Tomegate may confirm receipt and inspect returned books before a refund decision is completed. Inspection can determine whether inventory is safe to restock, must be quarantined, or should not return to sellable stock.
Refund processing
When a refund is approved after the required review or inspection, it is processed against the payment associated with the order. A refund is not complete until the payment provider confirms it. The time a completed refund takes to appear on your statement can depend on Stripe, your card network, bank, or other financial institution.
Cancellations before shipment
If you need to stop an order before the carrier has possession, use the pre-shipment cancellation process rather than opening a return. See the Cancellation policy.
Start with your order
Your account shows order-specific return eligibility and preserves the context support needs to review a problem.