Refund policy

At Tomodachi, we are committed to ensuring the highest standards of quality and customer satisfaction. Customers wishing to return items or request a refund must contact our customer service team at support@cotomodachi.com within seven days after receiving their order. All requests should include the order number and, where applicable, photographs illustrating the issue. Requests will be reviewed, and a response will be provided within seven business days. Please note that items returned without prior confirmation may not be accepted, and all returns must be authorised before shipment.

All returned items must be unused, unworn, and unwashed. Tomodachi cannot accept items that have been worn, stained, damaged, or altered in any way, and must be genuine to the reason for which they are being returned. Customers are responsible for all return shipping costs, as freight-to-collect (FTC) shipments will not be accepted. Once a return or refund is approved, the refund will be issued to the original payment method in the currency used at the time of purchase.

Certain items are excluded from returns for hygiene, safety, and production reasons. These include tights, underwear, pajamas, swimsuits, socks, masks, sample items, and items intentionally damaged by the customer. Additionally, returns submitted more than seven days after receipt, or items produced accurately according to designs or specifications but no longer desired by the purchaser, are not eligible for return. Items delayed due to incorrect shipping information provided by the customer are similarly excluded.

Customers seeking to cancel their order should contact support@cotomodachi.com promptly to confirm cancellation.

In the event of delayed shipments, Tomodachi aims to complete production and dispatch small-volume orders within 3–7 working days, with shipment no later than the eighth working day after payment. Bulk orders are expected to be completed within 7–15 working days, with shipment no later than the sixteenth working day. If shipping information has not been received within these timeframes, customers may be eligible for a refund of up to ten percent of the order value. Refunds are not applicable if delays result from customer-driven changes, including design modifications or incorrect shipping details. Tomodachi retains the discretion to determine whether delays are caused by customer actions.

All claims for misprinted, damaged, or defective items must be submitted within seven days of receipt. Claims for packages lost in transit must be submitted within seven days of the estimated delivery date. This policy has been designed to maintain transparency and fairness, ensuring that Tomodachi customers receive both high-quality products and responsive support in the event of an issue.