This Return and Refund Policy explains how returns, refunds, and cancellations are handled at Totedora. By placing an order on our website, you agree to the terms outlined below. We recommend reviewing this policy carefully before making a purchase.
Return Window
Customers may request a return within 30 days from the date of delivery.
Return requests submitted after the 30-day period will not be eligible for approval. The return window begins once the order is marked as delivered by the shipping carrier.
Eligibility for Returns
To qualify for a return, the item must meet all of the following conditions:
- The product must be unused and unworn
- The product must be in its original condition
- Original packaging, tags, and accessories must be included
- The item must not show signs of damage caused after delivery
Items that are used, altered, washed, or damaged after delivery are not eligible for return approval.
How to Start a Return
All returns require prior approval. Returns sent without authorization may not be accepted.
Step 1: Contact Us
To initiate a return, contact our support team within 30 days of delivery at support@totedora.shop and include:
- Your order number
- The item(s) you wish to return
- The reason for the return
Step 2: Review & Approval
Our team will review your request to ensure it meets return eligibility requirements. Once approved, return instructions will be shared via email.
Step 3: Return Instructions Provided
After approval, Totedora will provide a prepaid return shipping label via email for you to download and print for returning the item. Customers must follow the provided instructions carefully.
Step 4: Send the Item Back
The item must be securely packaged in its original condition to prevent damage during transit. Tracking details should be retained for reference.
Step 5: Inspection & Refund Processing
Once the returned item is received and inspected, the refund process will begin according to our refund timeline.
Change of Mind After Purchase
If you change your mind after placing an order, a return may still be accepted as long as:
- The request is submitted within 30 days of delivery
- The item meets all return eligibility conditions
Change-of-mind returns are treated the same as standard returns.
Return Shipping & Labels
Totedora covers the return shipping cost. Instructions and prepaid return label are provided via email.
Wrong Item Ordered by Customer
If a customer orders the wrong item by mistake, a return may still be accepted provided:
- The request is made within the return window
- The item is unused and in original condition
Customers are encouraged to carefully review product details before completing their purchase.
Damaged or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us as soon as possible after delivery.
Please include:
- Your order number
- Clear photos showing the issue
Our team will review the case and provide an appropriate resolution.
Restocking Fee
No cost. Totedora does not charge any restocking fee.
Refunds
Once the returned item is received and inspected, the refund process will begin.
- Refunds are issued to the original payment method
- Refund processing may take up to 10 business days after inspection approval
- A confirmation email is sent once the refund has been processed
Exchanges
Exchanges are accepted within 30 days of delivery, subject to availability.
Exchange conditions:
- The item must be unused and in original condition
- Original packaging and tags must be included
- Exchange requests depend on product availability
If the requested replacement is unavailable, a refund may be issued instead.
Order Cancellation
Order cancellations are only possible before the order has been processed or shipped.
Once an order has entered processing or has been dispatched, cancellation is no longer possible and the order must follow the return process instead.
Non-Returnable Situations
Returns may be declined if:
- The return request is made after 30 days
- The item shows signs of use, wear, or damage
- Original packaging or accessories are missing
- The item is returned without authorization
Policy Updates
Totedora reserves the right to update or modify this Returns and Refunds Policy at any time. Any changes will take effect immediately once published on the website.
Contact Information
For return or refund related questions, please contact us.