Refund Policy

We want every TLOB S.A.R.L order to arrive right. This Refund Policy explains when refunds are available and how to request one.

1. When You May Be Eligible for a Refund

• An item you ordered was missing from your delivery.
• You received the wrong item or a different item than what you ordered.
• An item arrived damaged, spoiled, or not fit for use.
• Your order was not delivered at all.

2. How to Request a Refund

Report the issue through the app's order support option or by contacting TLOB S.A.R.L support as soon as possible after delivery, ideally within 24 hours. Please include your order number and, where relevant, a photo of the item received. Our support team will review your request and, where needed, coordinate with the vendor or delivery partner involved.

3. How Refunds Are Issued

Approved refunds are issued either as a credit to your TLOB S.A.R.L wallet or back to your original payment method, depending on how the order was paid. Processing times may vary depending on your payment provider.

4. Situations Not Eligible for a Refund

• A change of mind after the vendor has already started preparing the order.
• Reports made significantly after delivery, without a valid reason for the delay.
• Issues caused by an incorrect delivery address provided by the customer.

5. Cancellations Before Delivery

Orders may be cancelled before a vendor begins preparation at no charge. Once preparation has started, cancellation may not be possible, or a partial charge may apply to cover costs already incurred.

6. Contact Us

If you have any questions about a refund, please reach out through the app or the contact details listed on our Contact Us page. We aim to resolve every request fairly and promptly.