Refund, Return & Exchange Policy

The Short Version

  • You have 7 days from the date of delivery to submit an exchange or return request.

  • Items must arrive back at our designated address within 7 days of approval.

  • Clear photos of the piece are required with every request.

  • Return instructions and the address will be sent via email once your request is approved.

  • Customers bear all shipping costs in both directions for exchanges. Tonêff only covers shipping if an item is confirmed defective or the wrong item was sent.

  • We allow exchanges for a different size or another product (subject to stock availability). We do not issue cash refunds or return balance differences in cash/credit for change of mind.

Condition Requirements

To be eligible for an exchange or return, every item must be:

  • In its original, brand-new condition (unworn, unwashed, unaltered, and unused)

  • Free of marks, makeup, pet hair, deodorant residue, and scents (perfume and smoke included)

  • In its original packaging, including the intact branded ziplock bag and all original tags attached

Every return is inspected upon arrival. Items that fail this check will not be processed.

Exchanges (Size Swaps & Change of Mind)

We accept exchanges for a different size or a different product entirely, strictly subject to real-time stock availability.

  • Product & Value Differences:

    • Same Value: Straight swap (subject to stock).

    • Higher Value: You will need to top up the price difference before the replacement is dispatched.

    • Lower Value: You may switch to a lower-priced item; however, any remaining price difference will not be refunded or credited.

  • Availability Only: All exchanges depend on available stock. If your requested item or size is out of stock, we are unable to process the exchange.

  • Shipping Fees (Both Ways): You are responsible for all delivery costs associated with an exchange. This includes sending the original item back to us, as well as the shipping fee to deliver the replacement piece to you (both locally and internationally).

Faults & Incorrect Items (Refunds & Covered Shipping)

We only cover shipping costs and issue refunds to the original payment method if:

  1. The garment has a verified manufacturing fault (e.g., complete seam unraveling/structural tears, failed hardware, or transit damage).

  2. The wrong item or size was delivered by our team.

In these specific instances, Tonêff covers return shipping and will either dispatch the correct replacement at our expense or issue a full refund to your original payment method.

Natural Variations vs. Defects

Our garments are produced in small batches:

  • Measurements may vary by roughly 1.5 cm to 3.0 cm between pieces.

  • Colors may shift slightly between dye lots, as well as between screen displays and natural daylight.

  • Loose or stray threads: Minor loose threads or thread tails naturally occur during standard garment construction and finishing. These can simply be snipped off with scissors and are not considered a defect or fault.

These are standard characteristics of small-batch clothing production and do not qualify an item for a defect claim.

How to Request an Exchange or Return

  1. Email toneffsupport@gmail.com within 7 days of delivery.

  2. Include your Order Number, the reason for your request (size swap, product exchange, wrong item, or fault), the item you wish to exchange for, and clear photos showing the condition of the garment, tags, and any reported defects.

  3. Wait for confirmation: Do not send items back beforehand. If approved, we will reply with stock availability, any top-up instructions, and the delivery address.

  4. Dispatch your parcel so it reaches our address within 7 days of receiving your approval email.

Non-Returnable Items

  • Final sale or archive pieces

  • Digital items and gift cards

  • Items sent without prior email approval

  • Items arriving after the 7-day return window

  • Items missing original tags or the branded ziplock packaging

Order Cancellations

  • Cancelled by you: If you contact us before the parcel has shipped, we will cancel your order. Once dispatched, the order cannot be cancelled.

  • Cancelled by us: If an item is out of stock or unavailable, we will cancel the order and provide an immediate, full refund to your original payment method.

Contact Us

For all inquiries and return requests: toneffsupport@gmail.com

Nothing in this policy limits your statutory rights under Singapore’s Consumer Protection (Fair Trading) Act.