Refund Policy
This Refund Policy applies to all purchases made through the official website of TOTOENHAM LLC.
Customer satisfaction is our priority. If you are not completely satisfied with your purchase, you may request a return and refund in accordance with the terms set out below.
1. Right of Withdrawal (14 Days)
In accordance with applicable consumer protection laws, you have the right to withdraw from your purchase within 14 days of receiving your product without providing any reason.
To exercise your right of withdrawal, please send an email to:
Please include the following information:
- Your order number.
- Your full name.
- The product you wish to return.
- Photos of the product (only if it is defective or damaged).
You will receive a response within 48 business hours with instructions on how to return your item.
2. Refund Eligibility
To qualify for a refund, the product must:
- Be returned within 14 days after notifying us of your withdrawal.
- Be unused, undamaged, and in perfect condition.
- Be returned in its original packaging, including all tags, accessories, and dust bag (where applicable).
Returns will not be accepted for:
- Customized or made-to-order products.
- Items marked as “Final Sale”.
- Products that have been used, damaged, or returned without their original packaging.
3. Return Shipping Costs
Return shipping costs are the customer’s responsibility, except in the following cases:
- Defective products.
- Products damaged during shipping.
- Incorrect items shipped by us.
In these situations, TOTOENHAM LLC will cover the full cost of the return shipping.
4. Defective or Incorrect Products
If you receive a defective, damaged, or incorrect product:
- Contact us within 48 hours of delivery.
- Attach clear photos of both the product and its packaging.
Once the issue has been verified, you may choose between:
- ✅ Free replacement (subject to availability).
- 💸 Full refund, including the original shipping costs.
5. Refund Processing Time
Once your returned item has been received and inspected, you will receive a confirmation email.
Your refund will be processed within 5–10 business days using the same payment method used for the original purchase:
- Credit or debit card.
- PayPal.
- Klarna (Pay Later or Installments).
⏱️ Note: The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
6. Exchanges
We currently do not offer direct exchanges.
If you would like a different product, please return your original item and place a new order.
7. Non-Refundable Items
The following items are not eligible for refunds:
- Personalized or customized products.
- Final sale items.
- Gift cards or gift vouchers.
8. International Returns and Customs Duties
For returns shipped from countries outside the European Union, any customs duties or import taxes are non-refundable.
We recommend marking your parcel as:
“Returned Goods – No Commercial Value”
to help avoid additional customs charges.
9. Transparency and Customer Protection
TOTOENHAM LLC is committed to providing a fair, transparent, and customer-friendly refund policy in compliance with consumer protection laws and the requirements of major payment service providers.
10. Contact Us
If you have any questions regarding returns or refunds, please contact us:
TOTOENHAM LLC
File Number: 5681901
16192 Coastal Highway
Lewes, DE 19958
County of Sussex
United States