Returns and Exchanges

STORE RETURN/EXCHANGE POLICY

• Items for return or exchange must be returned to the same store it was bought from within 15 days after their purchase.
• Items must be accompanied by original packaging, manuals, labels, swing tags, accessories and corresponding sales invoice.
• Items must be in good condition.
• Items cannot be process for return/exchange if 

1.  Item has been intentionally defaced
2.  Products are worn/washed
3.  Item has been altered in any way
4.  The customer suddenly changes mind after the transaction.
5. Items with any writings, markings, or alterations on the original packaging are not eligible for return.

Items may be exchanged with an item of the same price or a higher value. The customer will pay for the price difference.

The customer may opt to have it refunded as a gift certificate should the desired replacement is not available.

TOBYS.COM RETURN/EXCHANGE POLICY

• Toby’s Sports allows a 15-day return or exchange on products purchased from the website. We will need necessary documents and information to process your return. Kindly make sure to keep the receipt as it is needed for the return process. See below for the return process.
• The item should be returned within 15 days upon receipt of the item.
• All orders are deemed valid and final. The customer may still cancel an order if an item hasn’t been shipped yet. Cancelled orders prior to shipment will be issued an Online Voucher within 2-3 days
• Items not valid for a return or exchange are: underwear, consumable products (such as nutrition, supplements, energy gels, etc), swimwear, gift certificates, and store vouchers.
• Items received in good condition, should be returned accompanied by manuals, labels, swing tags, accessories. Item’s original packaging such as the shoe box should also be returned in good condition.
• Items with any writings, markings, or alterations on the original packaging are not eligible for return.
• All return requests are subject for evaluation. In the event that the product claim is approved, a product replacement (same or comparable after discussion with the customer) will be sent. If no replacement fits the order due to stock issues, an Online Voucher will be given.
• For samples, promotional products, garage sale items, discounted/ flush-out items (Items 40% off and above) that were returned will be refunded via Online Voucher.
• All customers making a return or exchange request must fill out a Return Request Form (click here). However, return of bulky items such as treadmills and exercise bikes must be coursed through our Customer Support Champions via email, support@tobys.com, or landline, 8651-7700 (Monday to Sunday, 9AM-5PM, except holidays). Returns and replacements for online orders cannot be coursed through physical stores.
• The Return Slip (printed copy included in your parcel) and the complete product packaging should be in order and must be submitted along with the receipt or proof of purchase.
• For electronic gadgets, for your data privacy, kindly make sure to delete usernames and passwords.
• A full refund via reversal is applicable for the following instances:

1. An item received is damaged or defective
2. A wrong item was delivered
3. Double charging of transaction

• Refund/Exchange requests due to change of mind are not honored.

• We observe a one-time replacement policy

 

TOBYS.COM RETURN PROCESS

An item from my online order is damaged or defective. How do I return it?

1.Return the item by sending a Return Request Form (click here).

2.In your return request, please ensure to indicate the reason for the return and attach photos of the item being sent to us.

3.Upon receipt of the request, A Customer Support Champion will evaluate your Return Request, reach out to you through email and will inform you if you qualify for:
       a) a refund through original mode of payment (for the refund process kindly click here)
       b) an online store voucher of the same value as the item usable only in the online store, or
       c) a replacement of the damaged/defective item with an item of the same or greater value.

4.To proceed with returns, our Customer Support Champion will advise which of the following options are available based on the return request.

1.        1.We will book a courier like Grab, Lalamove etc. (For NCR orders only) to pick up the item.
2.        2.Customer will book his own bike courier like Grab, Lalamove etc. to send to our fulfillment hub and the shipping fee will be refunded.
3.        3.Customer to ship through preferred courier (For provincial orders) and the shipping fee will be refunded.
   
   

Return Address:
Quorum Group Centre, #73 C. Raymundo Ave, Brgy. Caniogan, Pasig City

Attention: Darby Gonzales/ July Claudio

5.For item replacement, note that the 7-14 days processing time will commence upon our receipt of the returned item. We can only start processing of item replacement upon receipt of the damaged item in our fulfillment hub. If the replacement item is not available, you will be issued an online store voucher.

6.To follow up on your return or refund status, feel free to reach out to our Customer Support Champion through our email support@tobys.com or through phone at 8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).

An item from my online order doesn’t fit me. How do I return it?

1. Return the item by sending a Return Request Form (click here).

2.In your return request, please ensure to indicate the reason for the return and attach photos of the item being sent to us.

Upon receipt of the request, A Customer Support Champion will evaluate your Return Request, reach out to you through email and will inform you if you qualify for:

3.        a) replacement of the item with the preferred size or replacement of the item with an item of the same or greater value,
4.        b) If preferred size is unavailable, an online store voucher, usable only in the online store.

 

4.To proceed with returns, our Customer Support Champion will advise which of the following options are available based on the return request.

1.        1.Customer will book his own bike courier like Grab, Lalamove etc., shoulder the shipping fee and send the item for replacement to our fulfillment hub.
2.        2.Customer to ship through preferred courier (For provincial orders), shoulder the shipping fees and

send the item for replacement to our fulfillment hub.

Return Address:
Quorum Group Centre, #73 C. Raymundo Ave, Brgy. Caniogan, Pasig City

Attention: Darby Gonzales/ July Claudio

5. For item replacement, note that the 7-14 days processing time will commence upon our receipt of the returned item. We can only start processing of item replacement upon receipt of the item in our fulfillment hub. If the replacement item is not available, you will be issued an online store voucher.
   
   
6. To follow up on your return or refund status, feel free to reach out to our Customer Support Champion through our email support@tobys.com or through phone at 8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).

I received a wrong item in my online order. How do I return it?

1.Return the item by sending a Return Request Form (click here).

2.In your return request, please ensure to indicate the reason for the return and attach photos of the item being sent to us.

3.Upon receipt of the request, A Customer Support Champion will evaluate your Return Request, reach out to you through email and will inform you if you qualify for:

3.        a) a refund (for the refund process kindly click here)
4.        b) an online store voucher usable only in the online store, or
5.        c) if available, a replacement of the item with an item of the same or greater value.

*For claims, we will be requesting pictures of the received item and other documents. Kindly allow us additional 2-3 working days for processing.

 4.To proceed with returns, our Customer Support Champion will advise which of the following options are available based on the return request.

1.        1.We will book a courier like Grab, Lalamove etc. (For NCR orders only) to pick up the item.
2.        2.Customer will book his own bike courier like Grab, Lalamove etc. to send to our fulfillment hub and the shipping fee will be refunded.
3.        3.Customer to ship through preferred courier (For provincial orders) and the shipping fee will be refunded.

Return Address:
Quorum Group Centre, #73 C. Raymundo Ave, Brgy. Caniogan, Pasig City

Attention: Darby Gonzales/ July Claudio

5.For item replacement, note that the 7-14 days processing time will commence upon our receipt of the returned item. We can only start processing of item replacement upon receipt of the item in our fulfillment hub. If the replacement item is not available, you will be issued an online store voucher.

6.To follow up on your return or refund status, feel free to reach out to our Customer Support Champion through our email support@tobys.com or through phone at 8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).

 

Something is missing from my online order. What should I do?

We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately. If an item is still missing and any additional packages have not arrived within the estimated delivery dates, please contact our Customer Support Champions at support@tobys.com or 8651-7700 with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can. Kindly see process below:

1.Upon receipt of the request, A Customer Support Champion will investigate your concern, reach out to you through email and will inform you the next possible steps to take:

1.        a) missing item will be sent to you, or 
2.        b) if for claims, a refund (for the refund process kindly click here),
3.        c) an online store voucher usable only in the online store, or
4.        d) if available, a replacement of the item with an item of the same or greater value.

*For claims, we will be requesting pictures of the received item and other documents. Kindly allow us additional 2-3 working days for processing.

 To proceed with returns, our Customer Support Champion will advise which of the following options are available based on the return request.

1.        1.We will book a courier like Grab, Lalamove etc. (For NCR orders only) to pick up the item.
2.        2.Customer will book his own bike courier like Grab, Lalamove etc. to send to our fulfillment hub and the shipping fee will be refunded.
3.        3.Customer to ship through preferred courier (For provincial orders) and the shipping fee will be refunded.

2.If your product return is qualified for replacement, kindly note that the replacement item is subject to availability. In case of unavailability, please feel free to choose another item that is of the same value or higher.

3.For item replacement, note that the 7-14 days processing time will commence upon our receipt of the returned item. We can only start processing of item replacement upon receipt of the item in our fulfillment hub. If the replacement item is not available, you will be issued an online store voucher.

4.To follow up on your incomplete order, feel free to reach out to our Customer Support Champions through our email support@tobys.com or through phone at 8651-7700 (Monday to Sunday, 9AM-5PM, except holidays).

 

More FAQs available here:

For other questions and clarifications about Toby’s Sports Return and Exchange Policy, feel free to reach out to our Customer Support Champions by sending us an email at support@tobys.com or calling us at (02)8651-7700 (Monday to Sunday, 9AM-5PM, except holidays). The team will be more than willing to assist you with your concern.