Refund policy

Returns & Refunds

We want you to love what you ordered. If something isn't right, you are protected by the EU right of withdrawal, and we have tried to make returns as simple as possible.

Right of withdrawal (EU/EEA customers)

You have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), receives the goods. For an order of multiple items delivered separately, the period expires 14 days after receipt of the last item.

To exercise this right, inform us of your decision by an unequivocal statement (e.g. an email) to saleseu@toilab.com before the withdrawal period expires. You may use the model withdrawal form below, but it is not obligatory.

Effects of withdrawal

If you withdraw from your purchase, we will reimburse all payments received from you, including standard delivery costs (except any supplementary costs arising from your choice of a delivery method other than the least expensive standard delivery we offer), without undue delay and no later than 14 days from the day we are informed of your decision. We will use the same means of payment you used for the original transaction, and you will not incur any fees for the reimbursement. We may withhold the reimbursement until we have received the goods back or you have supplied proof of having sent them back, whichever is earliest.

Returning the goods

• Send the goods back to us without undue delay and no later than 14 days from the day you informed us of the withdrawal.
• You bear the direct cost of returning the goods, unless the item is faulty or we delivered the wrong item.
• Items should be returned unused, in their original packaging where possible, with all parts and accessories included.
• You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Return address: toi.lab Returns, c/o VaGo GmbH, Hanauer Landstraße 485, 60386 Frankfurt am Main, Germany. Please contact us before returning so we can issue a return authorization.

Faulty or incorrect items

If your item arrives damaged, defective or incorrect, contact us at saleseu@toilab.com with your order number and photos. We will replace the item or refund you in full, including all shipping costs. This does not affect your statutory rights, including the EU legal guarantee of conformity (minimum 2 years).

Exceptions

The right of withdrawal does not apply to gift cards once redeemed.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: toi.lab (Yona 3 LTD), Returns, c/o VaGo GmbH, Hanauer Landstraße 485, 60386 Frankfurt am Main, Germany · Email: saleseu@toilab.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.

Contact

toi.lab (operated by Yona 3 LTD)
HaRav Kuk Street 21, 6330260 Tel Aviv-Yafo, Israel
Email: saleseu@toilab.com