Refund Policy

Thank you for shopping with us at TOMO. We want you to be satisfied with your purchase, but we understand that sometimes things don’t go as planned. Please read our refund policy carefully before making your purchase. Eligibility for Refunds We only offer refunds or replacements under the following conditions:

Damaged or Defective Products

  • If your board game arrives damaged or has missing components, please contact us within 7 days of receiving your order.
  • Include your order number and clear photos of the damaged or defective item(s).

Incorrect Item Received

  • If you received the wrong item, please notify us within 7 days so we can arrange a replacement or refund.

Non-Delivery (Not Including Pre-Orders)

  • If your order hasn’t arrived after 14 working days (West Malaysia) or 21 working days (East Malaysia), please contact us to investigate and process a refund if needed.

Non-Refundable Situations
We do not offer refunds for:

  • Change of mind after purchase
  • Minor packaging dents that do not affect gameplay
  • Opened or used board games
  • Pre-order cancellations after processing
  • Second-hand board games (unless proven defective upon arrival)

Refund Process for FPX Payments

  • Refunds will be processed using the same FPX bank account used during purchase.
  • Processing time: Please allow 7–14 working days for the refund to be completed. This depends on your bank’s processing time and our payment gateway.

How to Request a Refund
Please email us at help.tomoboardgame@gmail.com with:

  • Your order number
  • Reason for the refund
  • Photos or videos (if applicable)
  • Your bank account name and number (for verification)

Returns (if required)
If we request the return of a product:

  • Item must be returned in its original packaging and in unused condition.
  • Return shipping costs are covered by the customer, unless the return is due to our error.

Security Notice
We use secure FPX payment gateways. We will never ask for your online banking credentials. For your safety, do not share your banking login details with anyone, including us.