Returns & Refund Policy

At TOTEA, we want you to be happy with your purchase. We offer a 30-day return period for eligible purchases, subject to the conditions set out in this policy.

This Returns & Refund Policy applies to purchases made through the TOTEA online store, regardless of the customer's country of residence, subject always to any mandatory consumer rights that apply under the laws of the customer's jurisdiction.

30-Day Returns

You have 30 days from the date you receive your order to contact us and request a return.

Our 30-day return policy applies to eligible change-of-mind returns.

To be eligible for a change-of-mind return, the item must:

• Be unused and unworn.

• Be in the same condition in which you received it.

• Not have been washed, damaged, altered or modified.

• Include its original packaging, tags and accessories, where applicable.

• Be in a condition suitable for resale.

• Be accompanied by valid proof of purchase.

To request a return, please contact us at:

mytotea@use.startmail.com

Please do not send any products back before contacting us and receiving return instructions from TOTEA.

Returns sent without prior approval or return instructions may be refused or may experience delays in processing.

Change-of-Mind Returns

Our 30-day return policy is a voluntary return policy offered by TOTEA for eligible change-of-mind purchases.

A change-of-mind return includes situations where you no longer want the product, ordered the wrong item, changed your mind about your purchase, or no longer have a use for the product.

Unless otherwise required by applicable law, the customer is responsible for the cost of returning an item due to change of mind.

Original shipping charges are non-refundable for change-of-mind returns unless applicable law requires otherwise.

We recommend using a tracked shipping service when returning an item. TOTEA is not responsible for returned items that are lost or damaged while being shipped back to us.

Condition of Returned Items

Returned products must be received in their original condition.

If a returned item has been used, worn, washed, damaged, altered, or is otherwise not in a resalable condition, TOTEA may refuse the return or, where permitted by applicable law, deduct an appropriate amount from the refund to reflect any reduction in value.

This condition applies to voluntary change-of-mind returns and does not limit any mandatory consumer rights relating to defective, faulty, unsafe, misdescribed or non-conforming products.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If you receive an item that is defective, faulty, damaged, incorrect, or materially different from the product description, please contact us at mytotea@use.startmail.com as soon as reasonably possible.

Please include:

• Your order number;

• A description of the issue; and

• Clear photographs or videos showing the issue, where applicable.

We may request additional information or evidence to help us assess the issue.

If the product is confirmed to be defective, faulty, damaged prior to delivery, incorrectly supplied, or otherwise fails to meet mandatory consumer guarantees or statutory rights applicable to your purchase, TOTEA will provide the remedy required by applicable law.

Depending on the circumstances and applicable law, this may include a repair, replacement, refund or other appropriate remedy.

International Returns

For international orders, customers are responsible for following the applicable customs and postal requirements when returning an item.

Unless otherwise required by applicable law, customers are responsible for:

• Return postage costs for change-of-mind returns;

• Any customs duties, taxes, brokerage fees or other charges arising from the return; and

• Ensuring that the returned package is correctly addressed and documented.

TOTEA is not responsible for delays, losses, customs charges or additional fees arising from an international return that is arranged by the customer.

Refunds

Once your return has been received and inspected, TOTEA will notify you whether your refund has been approved.

If approved, the refund will normally be issued to the original payment method.

TOTEA aims to process approved refunds within 10 business days after receiving and inspecting the returned product.

After TOTEA issues the refund, your bank, card issuer or payment provider may require additional time to make the funds available to you.

Processing times imposed by banks or payment providers are outside TOTEA's control.

Where applicable law requires a different refund timeframe, the legally required timeframe will apply.

Shipping Charges

For eligible change-of-mind returns, original shipping charges are generally non-refundable unless otherwise required by applicable law.

Where a product is defective, incorrect, damaged prior to delivery, or otherwise subject to a legally required remedy, TOTEA will handle shipping costs in accordance with the applicable law.

Exchanges

TOTEA does not guarantee direct exchanges.

If you would like a different product, colour or variant, you may be required to return your original item in accordance with this policy and place a new order separately.

Any new order will be subject to the price, availability and shipping options applicable at the time of purchase.

Sale Items and Promotional Products

Unless otherwise required by applicable law, change-of-mind returns may be excluded for products clearly identified at the time of purchase as final sale or non-returnable.

This does not affect any mandatory legal rights you may have if a product is defective, faulty, unsafe, incorrectly supplied, misdescribed or otherwise does not comply with applicable consumer law.

Statutory Consumer Rights

Nothing in this policy is intended to exclude, restrict or limit any consumer guarantee, statutory right, cancellation right, withdrawal right, warranty or other protection that cannot legally be excluded or limited in the country or jurisdiction applicable to your purchase.

Where mandatory consumer protection laws provide rights that are more favourable to the customer than the terms of this policy, those mandatory rights will apply.

For example, certain jurisdictions may provide statutory cancellation or withdrawal periods for online purchases, as well as mandatory remedies for defective or non-conforming products.

Where such rights apply to your purchase, TOTEA will comply with the applicable legal requirements.

European Union / European Economic Area

Where applicable to your purchase, consumers located in the European Union or other jurisdictions providing statutory withdrawal rights for distance purchases may have a legal right to cancel an online purchase within the applicable statutory period.

For eligible EU consumers, this may include a 14-day withdrawal period beginning from delivery of the goods.

Any statutory withdrawal or cancellation rights will apply in accordance with the applicable law, including any applicable exceptions, requirements concerning the condition of returned goods, return deadlines, refund requirements and responsibility for return shipping costs.

Our voluntary 30-day return policy is additional to, and does not replace, any mandatory statutory rights.

Products That Cannot Be Returned

A change-of-mind return may not be accepted where the product:

• Has been used or worn;

• Has been washed;

• Has been damaged after delivery;

• Has been altered or modified;

• Is missing essential original packaging, tags or accessories;

• Is no longer in a resalable condition; or

• Falls within a legally permitted exception to a statutory cancellation or withdrawal right.

These exclusions do not apply where applicable law requires TOTEA to provide a remedy for a defective, faulty, unsafe, misdescribed or non-conforming product.

Refused or Unclaimed Packages

If an order is returned to TOTEA because the customer provided an incorrect or incomplete delivery address, failed to collect the package, refused delivery, or otherwise caused the package to be returned, TOTEA may deduct reasonable return or related shipping costs from any refund, where permitted by applicable law.

If a package is lost or destroyed because of an incorrect address or other information supplied by the customer, TOTEA may not be responsible where permitted by applicable law.

Contact Us

For questions regarding returns, refunds or exchanges, please contact:

TOTEA

Email: mytotea@use.startmail.com

Please include your order number and a description of your request so that we can assist you.

Important Legal Notice

This policy is intended to provide general information about TOTEA's returns process.

TOTEA complies with mandatory consumer protection laws applicable to each transaction. Nothing in this policy is intended to remove or reduce any legal rights that cannot legally be excluded.

Where there is a conflict between this policy and mandatory consumer protection legislation applicable to a purchase, the mandatory legislation will prevail.