Return & Refund Policy

At Tomount, we stand behind the quality of our professional outdoor gear. If you need to return an item or request a refund, please review our comprehensive, customer-first policy below. We aim to make the process as clear and straightforward as possible.

1. Return Window & Eligibility We offer a 30-day return window starting from the date of delivery. To ensure fairness and efficiency, return requests made after this 30-day period cannot be accepted.

  • Quality Issues & Transit Damage: If your product arrives damaged due to shipping (e.g., ripped fabric, broken poles, or damaged components) or contains a manufacturing defect, it is fully eligible for a free return, replacement, or a 100% full refund.

  • Personal Reasons (Change of Mind / Incorrect Selection): We accept returns for non-damaged items under the condition that they are brand new, completely unused, unstained, and in their original packaging with all original tags, manuals, and accessories (stakes, ropes, poles) intact. If an item is returned altered, used, or missing major accessories, a partial refund may be issued based on the condition of the return.

2. Fees & Return Shipping Responsibilities We believe in 100% price transparency. There are no hidden fees.

  • Defective / Damaged in Transit Returns:

    • Return Shipping Fee: Covered by Tomount ($0)

    • Restocking / Handling Fee: $0 (No Restocking Fee)

  • Personal Reasons Returns (Change of mind, wrong size/color):

    • Return Shipping Fee: Paid by Customer

    • Restocking / Handling Fee: $0 (No Restocking Fee)

  • No Restocking Fees: Tomount never charges any restocking, handling, or processing fees for any returns.

  • Return Shipping Arrangement: For personal preference returns, customers are responsible for organizing and paying for their own shipping and courier services.

3. Order Cancellations

  • Unshipped Orders: You can cancel your order for a 100% full refund at any time before the package leaves our warehouse. Please contact us immediately at support@tomountclub.com to halt processing.

  • In-Transit Orders: Once a package has been dispatched from our facility, the order cannot be canceled or modified in transit. If you no longer desire the product, please accept the delivery first and then initiate our standard return process.

4. Step-by-Step Return Process To ensure your refund is processed seamlessly, please follow these steps. Unauthorized returns sent without prior confirmation may experience severe processing delays.

  • Step 1: Initiate Request Email our dedicated customer support team at support@tomountclub.com with your Order Number and the specific reason for your return.

  • Step 2: Provide Documentation Please attach clear photos or videos showing the current condition of the product and its packaging (this is required for transit damage or defects). Our team will review and reply within 24 to 72 business hours.

  • Step 3: Ship the Item Once your request is approved, we will provide you with official return authorization. Please note that returns must be sent to our centralized processing center listed below, rather than the original fulfillment warehouse address:

    Authorized Return Address: Room 305, Zone C, 3rd Floor, No. 99 Xiqing Road, Xiangcheng District, Suzhou, Jiangsu, 215000, China Contact Phone: +86 18621355171 Contact Email: support@tomountclub.com

5. Refund Timeline

  • Inspection: Upon receiving your package at our processing center, we will inspect the returned items within 3 business days and notify you via email regarding the approval status of your refund.

  • Processing: Approved refunds will be issued back to your original payment method (PayPal or Credit Card) within 24 to 72 hours.

  • Bank Posting Time: Depending on your financial institution or credit card issuer, the funds typically take 1 to 15 business days to reflect in your account.

6. Package Rejection & Refusal of Delivery If a customer refuses to accept a delivery from the local carrier for personal reasons (such as changing their mind after shipment, or providing an incorrect/incomplete address that prevents delivery), the order will be treated as a standard return.

Upon the safe return of the package to our facility, we will issue a refund minus the actual outbound and return shipping costs incurred by the carrier during the transit process. If a package is permanently abandoned or destroyed by the carrier due to a customer's persistent refusal to cooperate with delivery, a refund cannot be guaranteed.

7. Authenticity Warranty Tomount products are sold exclusively through our Official Website and our Authorized Amazon Store. We do not utilize unauthorized third-party distributors. We cannot provide after-sales service, replacements, or refunds for counterfeit or unauthorized items purchased from non-official third-party platforms.