CANCELLATIONS, RETURNS & REPLACEMENTS
CANCELLATIONS:
Changed your mind? No problem.! If you decide to cancel your order, we’ll be happy to give you a full refund. Here’s how it works:
- You have only 24 hours after placing your order to apply for cancellations.
- We will refund the amount you paid for your order, including any delivery fees.
- There’s a small cancellation fee of ₹50 to cover our processing costs. This will be deducted from your total refund amount.
For example: Let’s say you placed an order for ₹1000 with a ₹80 delivery fee, so your total order amount is of ₹1080. If you cancel your order within 24 hours, you’ll get a refund of ₹1030 that is –
[₹1000 (order total) + ₹80 (delivery fee)] – ₹50 (cancellation fee) = ₹1030.
Placed orders can be cancelled only within 24 hours, that is, before the personalization &/or dispatch process is initiated. The amount transfer for your cancelled order will be initiated through online bank transfer. This may take up to a maximum of 7-15 working days as this is third-party system dependent. We request your patience during this period.
If you face any issues/challenges in cancellation of your order, kindly get in touch with our support team at support@totopandadesigns.com with the subject – ‘Issues in order cancellation’.
RETURNS & REPLACEMENTS:
Note: An uncut unedited unboxing video is mandatory to claim any replacements of purchased products.
We strongly advice to always make an uncut & unedited video of unboxing of the parcel received, so that it is easier to understand & help in case you receive any damaged parcel or defective product. We will ask you to share the unboxing video in both of these cases (damaged/defective product) to claim for any replacements.
What is a Defective Product?
If the product received is different from as mentioned in its description on the product page, or has missing parts or accessories, it is considered as a Defective Product.
Under rare of the rarest conditions, there is a chance that you receive a defective product from our end as the entire process from order creation to packaging is done by our team who carry out the internal quality check at each stage.
If still, you receive the order in a defective condition or different from that as mentioned in its description on the product detail page, or has missing parts or accessories, it will be eligible for a replacement after our inspection team reviews the same. You are advised to maintain the original packaging of the product and also keep the product received in an unused condition.
Please note that defective products are eligible for replacements only and not refunds.
If you find that the product received is defective/different from as mentioned in its description on the product page, or has missing parts or accessories, you have to mail us at support@totopandadesigns.com and our support team will get in touch with you. You can apply for the replacement of the order within 2 days from the date of receiving the order.
- The product would be eligible for replacement only and only if it is found to be defective/different from as mentioned in its description on the product page, or has missing parts or accessories. Any physical damage that is caused to the product/packaging during the shipping process is not under our control and we are not liable for any refunds for the same.
- Upon contacting the support team, you will be asked to provide the uncut unedited unboxing video of the product received, also you are advised to keep the product as well as its packing in its original condition as received. It should not have been used by you. Also retain the original invoice sent to you with the product.
- Once our inspection team completes the review process for your replacement request, our team will provide you the address where you have to ship back the product to us. As we do not have a reverse pickup facility yet, you are requested to ship the product(s) back to us at your own costs. Please pack the items securely to prevent any loss or damage during transit. All returned items must be in unused condition with all original tags and original packaging intact.
- Pack the product in the same original packing safely, so that it is completely tamper-proof and courier it back to us. For best service network, you may use India Post. Mail us about the same and register the tracking number of the courier which you have sent to us so that we can also track your courier. Once the returned product(s) are received back, they will be checked. Upon satisfaction, we will replace and send a new one within the next 7 – 10 working days.
What is a Damaged Product?
A product and/or packaging that is physically damaged during the shipping process is considered as a damaged product. This is by any means not under our control and we are not liable for any refunds for the same. However, you can apply for a replacement for the damaged product.
If you receive a damaged packaging, please accept the product from the courier and immediately mail us an uncut unedited video of the packaging as received at support@totopandadesigns.com with the subject – ‘Damaged packaging received’. We will review the video and our team will get in touch with you for further help.
We advise you to not open the damaged package unless guided by our support team.
Following is the time frame in which the application for any order cancellation / return / replacement will be considered:
Request for | Apply before/within |
1. Cancellation of order | Within 24 hours of placing the order (that is before the personalization &/or dispatching of the product). |
2. Replacement of defective product | Immediately or within 2 days of receiving the order. Contact us via mail |
3. Replacement of damaged product | Immediately or within 24 hours of receiving the order. Contact us via mail and our team will guide you with the further steps. |
REFUNDS:
- Refunds are only applicable for orders that are cancelled within 24 hours after placing the order. We will refund your order amount after deducting a cancellation fee of ₹50. The amount transfer for your cancelled order will be initiated through online bank transfer. This may take up to a maximum of 7-15 working days as this is third-party system dependent. We request your patience during this period.
- Please note that we do not provide any refunds for any defective or damaged products. You can only apply for replacements.
