Refund policy
General Terms and Conditions
These General Terms and Conditions govern the contractual relationship between FSR, owner of the website www.tometgaby.com, with its registered office at Rue du Bas-beurre 18, 7711 Mouscron, Belgium, registered under number 0537.163.630, and any person making a purchase on the website www.tometgaby.com (hereinafter referred to as “the Customer”).
Products and Pricing
The products offered for sale are described and presented as accurately as possible. However, minor variations may occur. The photos are not contractually binding.
Prices are indicated in euros (€), including all taxes (VAT included). Delivery costs are specified before order confirmation. FSR reserves the right to modify its prices at any time, but products will be invoiced based on the price in effect at the time of the order.
Orders
The Customer places an order via the website www.tometgaby.com. Any order is considered final after payment has been received. FSR reserves the right to cancel or refuse an order in case of a dispute with the Customer.
Payment Methods
Payment can be made using the following methods:
• Credit card (Visa, MasterCard, etc.)
• Apple Pay
• PayPal
Transactions are secured, and no banking data is stored on the website. If payment is refused, the order will be canceled.
Warranty and Claims
Products are covered by the legal guarantee of conformity and the warranty against hidden defects. Any complaint must be sent to hello@tometgaby.com, including proof of purchase and photos of the defective product if applicable, within 48 hours of receiving the products.
Liability
FSR cannot be held responsible for damages resulting from improper use of the products or force majeure events.
Data Protection
Customer personal data is collected solely for order processing and will not be shared with third parties without consent. See our Privacy Policy for more details.
Shipping Policy
Delivery Methods
We offer the following delivery options for shipping your orders:
✅ Mondial Relay (Pick-up Point) – Free 🚚
✅ Home Delivery (Other Carrier) – €6.95
You can select the delivery method that suits you when placing your order.
Processing and Shipping Times
📦 Order Processing:
All orders are prepared within 2 business days after payment confirmation.
🚚 Estimated Delivery Times:
• Mondial Relay (Pick-up Point): 3-6 business days
• Home Delivery: 3-6 business days
Delivery times may vary depending on peak periods or exceptional conditions (strikes, weather conditions, etc.).
Return and Refund Policy
Right of Withdrawal (Online Purchases)
In accordance with Belgian consumer law and the European Directive 2011/83/EU, you have 14 calendar days from the receipt of your order to exercise your right of withdrawal, without having to provide a reason or pay penalties.
Conditions for Exercising the Right of Withdrawal
✅ The product must be returned in its original condition: all tags intact, the orange color link must not have been cut, and the pouch must contain the 3 emotion patches delivered with the product. Items must be packed in the Tom et Gaby backpack provided.
✅ Some items are not eligible for return:
🚫 Exceptions to the Right of Withdrawal (in accordance with Article VI.53 of the Belgian Economic Law Code):
• Patch sets if purchased alone
• Gift cards
📩 To exercise your right of withdrawal, notify us in writing via email: hello@tometgaby.com
You then have 14 additional days after your request to return the item.
Return Procedure
1️⃣ Contact us via email at hello@tometgaby.com with:
• Your order number
• The item(s) concerned
• The reason for the return (optional)
2️⃣ Wait for our confirmation before returning the item.
3️⃣ Carefully package the items and ship them to the address provided in the confirmation email.
4️⃣ Keep the proof of shipment until your return is processed.
📦 A €2 return fee will be charged to cover part of the handling costs.
Refund Policy
Once your return is received and inspected, if compliant, a refund will be issued via the original payment method within 14 days after receipt of the return.
• Initial shipping fees are non-refundable, except in case of an error on our part.
Product Exchange
If you wish to exchange an item for another size, color, or product, please return the original item following the return policy and place a new order on our website.
Order Issues (Defective Item or Shipping Error)
If you receive a damaged or incorrect item, contact us immediately or within 48 hours with:
📷 A photo of the received product
📜 Your order number
Return shipping costs will be covered by us in case of a defective or damaged item.
TOM ET GABY cannot be held responsible for damages resulting from improper product use.
For any questions regarding our return and refund policy, contact us at:
📩 Email: hello@tometgaby.com
📍 Mailing Address: FSR, Rue du Bas-beurre 18, 7711 Mouscron, Belgium
Intellectual Property
📌 All elements of the website (texts, images, logo, design, etc.) are protected by intellectual property law and are the exclusive property of TOM ET GABY.
Any reproduction, modification, or use without written authorization is strictly prohibited.
Governing Law and Disputes
📍 Governing Law: These GTC are governed by Belgian law.
⚖ Disputes: In case of a disagreement, we encourage an amicable resolution. If no agreement is reached, the courts of Tournai will have exclusive jurisdiction.
By confirming their order, the Customer unconditionally accepts these GTC.
FSR reserves the right to modify these GTC at any time. Changes will be published on the website and take effect immediately.
📅 Last Updated: 01/03/2025