Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at tobicshop@outlook.com. Please do not send anything back before contacting us — items sent back without first requesting a return cannot be accepted. Once your return is accepted, we’ll send you instructions on how and where to send your package.

Returns are sent to:

Xmb Global EOOD (Tobic’s Shop)

Vitosha 78

1463 Sofia

Bulgaria

Return shipping costs are paid by the customer, unless the item is faulty or incorrect — in that case we cover them.

Damages and issues

Please inspect your order when it arrives and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain items cannot be returned: personalized and custom-made products (such as engraved tags, photo keyrings, and named harnesses), and personal care goods. Please get in touch if you have questions about your specific item. We cannot accept returns on gift cards.

Exchanges

The fastest way to get what you want is to return the item you have, and once the return is accepted, place a separate order for the new one.

European Union 14 day cooling off period

If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know whether the refund was approved. If approved, you’ll be refunded automatically on your original payment method within 10 business days. Please remember that your bank or credit card company may need some additional time to post the refund

If more than 15 business days have passed since we’ve approved your return, please contact us at tobicshop@outlook.com.