Support
Returns & Refunds
We want you to love what you buy. Our 30-day hassle-free return policy is here to give you peace of mind.
Last updated: March 17, 2026
Table of Contents
Section 01
Our Promise
We want every purchase you make at Tbii to feel confident. If something isn't right — whether it's the wrong size, a change of mind, or a defective product — we're here to make it right, no questions asked within the return window.
Your satisfaction is our commitment. Welcome to the Tbii family.
Section 02
Return Window & Eligibility
30-Day Return Window
You can request a return within 30 days of the delivery date.
30 DaysItem Condition
Items must be unused, unworn, in their original packaging, and with all tags attached.
Original ConditionRefund Method
Approved refunds are returned to your original payment method within 5–10 business days.
5–10 Business DaysShipping Fees
Shipping fees are non-refundable unless the return is due to our error (wrong item, damaged, or defective).
Non-refundableSection 03
How to Start a Return
Return Steps
- Email our support team at our contact page with your order number and the reason for the return.
- We'll reply within 1 business day with return instructions, including the return address.
- Ship the item back using a trackable shipping service. We recommend keeping the tracking number until your refund is fully processed.
- Once we receive and inspect the item, we'll notify you of the outcome within 1–2 business days.
- If approved, the refund will be processed to your original payment method.
Return shipping costs are the responsibility of the customer, unless the return is due to our error.
Back to topSection 04
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be automatically processed to your original payment method.
Refunds typically appear on your bank or card statement within 5–10 business days after we process them, depending on your financial institution. Credit card refunds may take an additional 2–3 business days to appear.
If more than 10 business days have passed since we approved your return and you have not received your refund, please contact us at support@tbii.ca.
Back to topSection 05
Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 7 days of delivery with the following:
- Your order number
- A clear photo of the damaged or defective item
- A photo of the packaging if the damage appears to have occurred in transit
We will arrange a full replacement or a complete refund — in most cases, you will not need to return the damaged item. We will also cover any return shipping costs in these situations.
Back to topSection 06
Non-Returnable Items
For health and hygiene reasons, certain items cannot be returned once opened or used. These include:
- Intimate apparel and swimwear
- Pierced jewellery and earrings
- Opened personal care and beauty products
- Items marked as "Final Sale" at the time of purchase
- Digital downloads and gift cards
Where applicable, non-returnable items are clearly noted on the individual product page before purchase.
Back to topSection 07
Exchanges
We do not currently offer direct exchanges. If you would like a different item, size, or colour, please return the original item for a refund and place a new order for the item you want. This ensures the fastest possible turnaround for you.
Sale items are returnable within the same 30-day window unless marked "Final Sale" at the time of purchase.
Back to topSection 08
Contact Us
Need help with a return or have a question about your refund? Our team is here for you.
