Refund Policy

Your satisfaction is our #1 priority. Therefore, you can request a refund for ordered products:

  • If you did not receive the product within the guaranteed time (35 days). The product is deemed received with a "Delivered" status. We are not responsible for thefts, lost or damages done by acts of God. 
  • If you received the wrong item or damaged item you can request a refund or a reshipment. 

We do not issue the refund if:

  • Order is still in transit
  • Order did not arrive due to factors within your control e.g. providing the wrong address/name
  • Tracking information shows it has reached your door and/or it has been stolen/lost
  • Order did not arrive due to exceptional circumstances outside the control of totebagi.com  (e.g not cleared by custom or delayed by a natural disaster)
  • Other exceptional circumstances outside the control of totebagi

Refunds & Exchanges are free within 14 days of delivery. As part of our green environment initiative, a flat $5USD processing fee for each item will be charged from the 8th day onwards to discourage increasing waste in our environment. The last day to initiate refunds is 14 days from delivery.

To initiate a refund please contact us at hello@totebagi.com and customer support will help in the best they can. If you are approved for a refund, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within 14 days.

There has been a lot of cases of customer fraud regarding refunds. If there is a dispute, totebagi reserves the right for final decision.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchange & Returns

It’s our internal policy do quality checks before delivery. Sometimes damages do occur by delivery partners which is not within our control however for the sake of customers, we provide exchange or returns for damaged or other unsatisfactory reasons within 30 days after receiving of goods. Please send image/video proof at hello@totebagi.com.

All items must be returned in their original condition, unwashed and undamaged. 

To initiate an exchange & return of an item within 14 days, please contact us at hello@totebagi.com and we’ll send you the return address. The customer bears the return shipping cost. After we receive the item, we will approve then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.

Exchange & Returns are free within 7 days of delivery. As part of our green environment initiative, a flat $5USD processing fee for each item will be charged from the 8th day onwards to discourage increasing waste in our environment. The last day to initiate exchange & returns is 14 days from delivery.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@totebagi.com.