At Totetale, we are committed to delivering premium-quality tote bags and custom-manufactured products. Every order goes through strict quality checks before dispatch. However, if you receive a damaged or defective product, you may be eligible for a return or refund.
Please read our policy carefully before placing your order.
1. What Can Be Returned?
Returns are accepted only for damaged or defective products. To qualify:
- The product must have been purchased directly from Totetale.
- Damage must be reported within 48 hours of delivery.
- A clear and complete unboxing video is mandatory.
- The product must be unused, unwashed, and in its original condition with all tags and packaging intact.
- Custom-printed, personalized, and bulk-manufactured bags are NOT eligible for return unless a manufacturing defect is verified.
- Products purchased as combos or special packs cannot be returned.
We request customers to verify product details and customization before finalizing orders.
2. How to Initiate a Return
To initiate a return for a damaged item:
- Email us at totetaleinfo@gmail.com within 48 hours of receiving your order.
- Share your Order ID, describe the issue, and attach the unboxing video showing the damage clearly.
- Our Support Team will review your request and may ask for additional information if required.
3. Inspection & Verification Process
After submitting your return request:
- Our Quality Team will review the provided video and details.
- Additional photos or clarifications may be requested.
- You will be informed once the return request is approved or rejected.
Please ensure your unboxing video clearly shows the package opening and the defect.
4. Refund Policy
If your return request is approved:
- Refunds will be issued using the same payment method used during purchase.
- Refund includes only the product cost (excluding shipping or handling fees).
- Processing time: up to 7 business days, depending on your bank/payment provider.
- Alternatively, you may choose a credit note equal to the refunded amount.
- Credit notes are valid for 30 days and can be used for future purchases on Totetale.
5. Return Shipping
If your return is approved:
- You will receive instructions for sending the product back.
- Products must be returned using a trackable courier service.
- Please retain the shipping receipt until the return is closed.
- For verified manufacturing defects, Totetale may reimburse or cover the return shipping cost (case-dependent).
6. Replacement Option
If the damaged product is available in stock:
- You may opt for a replacement instead of a refund.
- Replacement for custom-printed or personalized products depends on production feasibility and design availability.
7. Non-Eligible Returns
We do NOT accept returns for:
- Customer error (wrong order, wrong size, change of mind)
- Customer dissatisfaction without valid manufacturing defect
- Custom logo/printing/embroidery orders
- Bulk/wholesale orders unless a defect is verified
- Used, washed, or altered products
- Missing or unclear unboxing video
