Returns Policy

Your satisfaction matters. Here is how returns work on Toledo Marketplace.

14-Day Return Window

You may return eligible items purchased on Toledo Marketplace within 14 days of delivery. This applies to items sold directly by Toledo Marketplace and, in most cases, to items sold by third-party sellers on our platform. Some sellers may offer extended return windows — check the product listing for seller-specific return policies.

Conditions for Returns

• Items must be unused, undamaged, and in their original packaging
• All accessories, hardware, manuals, and tags must be included
• You must provide your order number when initiating a return
• The return must be initiated within 14 days of receiving the delivery

Items That Cannot Be Returned

• Custom-made or personalised products
• Items marked as "Final Sale" or "Non-Returnable"
• Assembled furniture that has been disassembled after delivery
• Items showing signs of use, wear, or damage not caused during shipping
• Gift cards and digital products
• Hygiene-sensitive products that have been opened (e.g., mattresses, pillows)

How to Initiate a Return

1. Email info@toledo.one with your order number and the reason for your return
2. Our team will review your request and respond within 2 business days with a Return Merchandise Authorisation (RMA) and instructions
3. Pack the item securely in its original packaging
4. Ship the item using the method specified in your RMA, or arrange a collection if offered

Return Shipping Costs

For standard returns (change of mind), return shipping costs are the buyer's responsibility. For defective items, items damaged during shipping, or incorrect items sent, the seller or Toledo Marketplace will cover return shipping costs. For large furniture items, return shipping can be substantial — please contact us for a return shipping estimate before sending the item back.

Refund Processing

Once the returned item is received and inspected by the seller or our warehouse team, your refund will be processed within 14 business days. The refund will be credited to your original payment method. Depending on your bank or payment provider, it may take an additional 5 to 10 business days for the credit to appear on your statement.

Exchanges

We do not process direct exchanges. To receive a different product, please initiate a return for the original item and place a new order. This ensures the fastest processing.

Damaged or Defective Items

If you receive a damaged or defective item, contact us within 48 hours of delivery at info@toledo.one with photographs of the damage and your order number. We will coordinate with the seller to arrange a replacement or full refund at no cost to you.

Disputes

If you are unable to resolve a return issue directly with a seller, Toledo Marketplace will step in to mediate. Contact us at info@toledo.one and we will work to reach a fair resolution.