Refund policy

1. Return Window

We offer a 30-day return policy. This means you have 30 calendar days from the date of delivery to request a return.

Requests made after this period may not be accepted.


2. Eligibility for Returns

To be eligible for a return, items must meet the following conditions:

  • Be in original condition, unused, unworn and unwashed
  • Include all original packaging, tags and components
  • Be returned in the same condition as received
  • Include proof of purchase (order confirmation or receipt)

We reserve the right to reject any return that does not meet these requirements.


3. How to Start a Return

To initiate a return, please contact us at:

mytotea@use.startmail.com

Once your request is reviewed and approved, you will receive instructions on how to proceed.

Returns sent without prior approval will not be accepted.

 

4. Return Shipping

Unless otherwise stated, return shipping costs are the responsibility of the customer.

We strongly recommend using a tracked shipping method, as we cannot be responsible for lost or undelivered return packages.


5. Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If your item is defective, damaged, or incorrect, you must contact us as soon as possible after receiving it so we can assess the issue and provide a suitable solution.

Depending on the case, we may offer a replacement, partial refund, or full refund.


6. Non-Returnable Items

The following items cannot be returned:

  • Gift cards
  • Sale or discounted items (unless required by applicable law)
  • Custom or personalised products, where applicable
  • Items that cannot be returned for hygiene or safety reasons, where applicable

We reserve the right to refuse returns that do not comply with these conditions.


7. Exchanges

We do not offer direct exchanges.

If you would like a different item, the fastest process is to return your original item (if eligible) and place a new order once your return has been approved.


8. European Union Cooling-Off Period

If your order is delivered within the European Union, you have the legal right to cancel or return your order within 14 days of receipt, without providing a reason.

To be eligible, items must be unused, in original condition, and include all packaging and proof of purchase.


9. Refunds

Once your return has been received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, refunds will be processed to your original payment method within 10 business days.

Please note that processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us.


10. Right to Refuse Returns

Totea reserves the right to refuse any return or refund request if:

  • The item does not meet the return conditions
  • The return is suspected to be fraudulent or abusive
  • The return policy has not been followed correctly