Return and Refund Policy

1. Introduction: Our Commitment to Your Satisfaction

At Tandaubar, we take immense pride in the quality and craftsmanship of our artisan baking tools. We want you to feel as confident in using our Bento Minis Cutters and Precision Debosser Sets as we are in creating them. If, for any reason, you are not entirely satisfied with your purchase, we are committed to providing a transparent, fair, and smooth return and refund process. This policy is designed to protect your rights as a consumer while ensuring the highest hygiene and safety standards for our products.

2. Return Window & Eligibility Requirements

We offer a standard return window of 30 days from the date of delivery. To be eligible for a return, your item must meet the following strict conditions:

  • Item Condition: The product must be brand new, unused, and unworn. As our products are used in food preparation, any item showing signs of use, flour residue, or water marks will be ineligible for a refund.
  • Packaging: The item must be returned in its original packaging, including any protective vacuum seals or branded inserts.
  • Integrity: The items must be packed securely to ensure no damage occurs during the return transit. We recommend using the original shipping box and protective bubble wrap to maintain the integrity of the delicate 3D-molded structures.

3. How to Initiate a Return (RMA Intercept)

To ensure your return is tracked and processed without delay, we employ a mandatory Return Merchandise Authorization (RMA) system.

  • Step 1: Contact our support team via email at [email protected] with your Order Number and the reason for your return.
  • Step 2: Our team will review your request (usually within 24 hours) and provide you with a unique RMA Code and the specific Return Address instructions.
  • Step 3: Clearly mark the RMA code on the outside of your return package.

🚨 CRITICAL WARNING: Please do not send items back to the sender's address listed on the original shipping label or our administrative office without contacting us first. "Blind returns" without a valid RMA code cannot be accepted, tracked, or refunded. All authorized returns must be sent to the Return Address provided by our customer service team.

4. Return Shipping Costs: Responsibility Breakdown

We believe in a fair and transparent allocation of shipping costs:

  • Merchant Responsibility (Damaged/Defective/Incorrect Item): If the product arrives broken, has a manufacturing defect, or if we sent the wrong item, Tandaubar will bear 100% of the return shipping costs. We will provide you with a pre-paid return label.
    • Requirement: Please report such issues within 48 hours of delivery and provide clear photographic evidence of the damage.
  • Customer Responsibility (Customer Remorse/Change of Mind): If you decide you no longer want the item, selected the wrong design, or changed your mind, the customer is responsible for the actual cost of return shipping.

5. No Restocking Fees

In our commitment to absolute transparency and a positive customer experience, Tandaubar does not charge any restocking fees ($0.00 Restocking Fee) for returned items. The refund amount will be the full purchase price of the eligible returned product.

6. Refund Process & Timeline

Once your return package is received at our facility, the following timeline applies:

  • Inspection: Our quality control team will inspect the items within 1-3 business days of receipt.
  • Approval: Upon approval, your refund will be processed immediately.
  • Credit Issuance: The funds will be automatically applied to your original method of payment.
  • Banking Delay: Please note that it typically takes 5-10 business days for the credit to appear on your bank or credit card statement, depending on your financial institution's processing times.

7. Order Cancellations & Fraud Prevention

  • Cancellation Window: You may request to cancel your order and receive a full refund within 12 hours of purchase.
  • Post-Window Policy: Once the 12-hour window has passed or the order has entered the fulfillment/shipping process, the order cannot be canceled. In such cases, you must follow the standard return process after receiving the package.
  • Fraud Prevention: We reserve the right to refuse a refund if a return is found to be fraudulent, including but not limited to: returning used items, swapping products, or returning empty packages.

8. Professional Support & Contact Information

For any questions regarding your return or to start the RMA process, please reach out to our verified contact points below:

  • Store Name: Tandaubar
  • Email: [email protected]
  • Phone: +852 93638244
  • Address: 3A 42 Smithfield Kennedy Town, Hong Kong
  • Operating Hours: Monday - Friday: 9:00 AM - 6:00 PM (GMT+8)