Return, Refund & Replacment Policy

At Timond, we are committed to offering a wide variety of unique products made from exceptional materials—perfect for celebrating special moments, sharing your personal story, or gifting to those who matter most. Our team is thoroughly trained, and we collaborate closely with our strategic partners to ensure a customer experience that’s both professional and uniquely personalized. If you’re not completely satisfied with your order for any reason, please contact us. We’ll review your situation on a case-by-case basis and do our best to make things right.

Effective Period

All return, exchange, or refund requests must be submitted within 30 days from the date you receive the product.

Eligibility for Return, Refund or Replacement

Customers may choose to receive a replacement, refund, or return the product if:

  • The product is defective, damaged, broken, or not functioning properly.

  • The product received is different from the description or personalized information on the order.

  • The size (or specifications) does not match the order.

  • The product is missing, lost, or not delivered correctly.

  • The product is damaged during shipping.

Note: If the request is approved, customers do not need to return the original item.

Non-Eligibility for Return, Refund or Replacement

The policy does NOT apply to:

  • Requests made after 30 days from the date of receipt.

  • Customers who select the wrong size, product, shipping address, or personalization details (e.g., name engraving, quote).

  • Products damaged due to misuse or poor maintenance.

  • Personal reasons such as change of mind, dislike, or change of style preference.

  • Products purchased on promotion, sale, or during special campaigns.

  • Personalized or custom-made products, except if there is a manufacturer’s defect, wrong delivery, or damage. If the error is caused by incorrect information provided by the customer, no exchange, return, or refund will be given.

How to Submit a Return, Exchange, or Refund Request

Submit your request via our contact page: Contact Timond or by email at support@timond.co.
Please provide the following information:

  • Full name

  • Order number

  • Detailed description of the issue

  • Photos or videos showing the specific issue (please ensure images show the full product and the defect/personalization error clearly)

  • Your preference: replacement or refund

If your request meets the eligibility criteria, we will process your request accordingly.

Return Shipping Address

If a product return is required, please send the item to: 5814 Stephen Ct, Garland, TX 75043, US

Shipping and Replacement Fees

  • If your claim is approved and the fault is due to Timond, all shipping costs for replacements or refunds will be covered by us, and we may provide a prepaid shipping label for your convenience.

  • If the issue is due to incorrect customer information or personal reasons, you may be responsible for shipping fees or any additional costs.

Processing Timeframe

  • Return Processing: Once we receive a returned product, we will inspect it and process the return within 2–7 business days.

  • Refunds: Refunds will be processed after return inspection (if applicable), typically within 2–10 business days. Refunds will be returned to the original payment method as follows:

    • Credit Card: up to 10 business days

    • PayPal: 2–5 business days

  • Replacement Shipments: For approved replacements, Timond will ship the new product of the same or equivalent value shortly after issue verification.

Condition of Returned Products

Returned products must be in original condition, unused, with intact tags, accessories, and original packaging. Returns will not be accepted if the product shows signs of use, damage, or is missing accessories.

Note on Customized & Personalized Products

Customized and personalized items (such as engraved bracelets, NFC-activated items, or items with bespoke text/quote) are non-refundable and non-returnable unless there is a manufacturing error, damage, or the item received does not match the order confirmation. If the error is due to inaccurate information provided by the customer (wrong name, quote, spelling), we unfortunately cannot offer a refund or replacement.

Data Protection

All customer information and payment data are handled securely and will be permanently deleted after your case is resolved.

Timond’s Right of Refusal

Timond reserves the right to refuse returns, refunds, or replacements that do not meet the criteria outlined above.

For any further questions or to begin a claim, please contact us at support@timond.co. Thank you for trusting Timond to celebrate your moments!