We're sorry for the confusion! 💙 A refund can be lower than your order total for a few reasons, depending on what was returned and its condition.
What are the common reasons?
- You returned part of your order. Your refund covers the items you sent back. The original shipping charge and any Shipping Insurance fee are included only in an eligible approved full refund. See our article "Can I return just part of my order?"
- Items came back in diminished condition. If returned products have missing components, used materials or are part of an incomplete kit, we may deduct an amount reflecting the reduction in value.
- A lost order and its replacement were both lost. In this exceptional case, the refund is the amount paid minus the total shipping costs for both delivery attempts, as explained in our Shipping Policy.
Could the rest still be on its way?
Once your refund is approved, we'll process it within 2–3 business days to your original payment method. Your bank or payment provider may take an additional 5–7 business days to reflect the funds. Please check the statement for the card or account you paid with.
What should I do?
If your refund doesn't match what you expected, contact us with:
- Your order number.
- The amount you received and the amount you expected.
- Your RMA number, if you sent a return.
Contact us here:
https://tobioskits.com/pages/contact
Our team will review your refund and explain how it was calculated.