Last Updated: December 08, 2025
At Totela, we value your shopping experience and strive to provide high-quality service. If you’re not fully satisfied with your purchase, our return and refund process is designed to be simple, transparent, and customer-friendly.
Return Window
You may request a return within 30 days from the date you received your order.
After 30 days, we are unable to offer refunds or exchanges for any reason.
Return Eligibility
To qualify for a return, the item must:
Be unused, unwashed, and in original condition
Include all original packaging, tags, manuals, and accessories
Match the condition received
Include valid proof of purchase (order number or receipt)
Important:
Items showing signs of use, wear, damage, stains, odors, or missing components not caused by Totela will be rejected.
How to Start a Return
To initiate a return, email our support team at support@totela.store with:
Your order number
Product(s) you want to return
Reason for returning
Photos (if the item is damaged, defective, or incorrect)
Our team will send return authorization instructions.
Unauthorized returns may be refused.
Return Shipping Responsibility
Customers are responsible for return shipping costs for standard returns or change-of-mind returns.
Totela covers return shipping only when the product received is defective, damaged, or incorrect.
We strongly recommend using a trackable shipping service for safe delivery.
Return Method
Once your return request is approved:
Ship the item to the return address provided by our support team.
Do not send returns directly to the manufacturer or supplier unless specifically instructed.
Restocking Fee
Totela does not charge a restocking fee for eligible returns.
However, returns not received in original condition may incur a partial deduction to cover handling or restoration costs.
Damages & Issues
If your product arrives:
Damaged
Defective
Incorrect
Contact us within 7 days of delivery at support@totela.store.
Include clear photos of the issue for a fast resolution.
Depending on the case, we may offer a replacement, exchange, or refund.
Non-Returnable Items
The following items cannot be returned:
Products that show signs of use, wear, or damage after delivery
Items missing original packaging, tags, or accessories
Customized, personalized, or special-order items
Clearance, discounted, or final-sale items
Perishable or hygienic items (if applicable to your store)
Exchanges
Totela offers exchanges only when:
The item received is defective
The item received is incorrect
If you need a replacement for these reasons, email us within the return window.
For size or style changes, a new order may be required.
Change of Mind
Change-of-mind returns are accepted within 30 days, provided the product remains unused and in original condition.
Shipping fees for change-of-mind returns are non-refundable.
Refunds
Once your return is received and inspected:
We will email you with an approval or rejection update
If approved, your refund will be issued to your original payment method within 7 business days
Refund excludes shipping charges unless the fault is on Totela’s side.
Late or Missing Refunds
If you haven’t received your refund after 7 business days:
- Check with your bank or card provider
- Contact your payment platform (PayPal, Stripe, etc.)
- If still unresolved, email us at support@totela.store
We will assist you promptly.
Expired Items
Items requested for return after the 30-day windowdo not qualify for refunds or exchanges.
Contact Us
Business Name: Totela
Email: support@totela.store
Business Hours: 09:00 AM – 5:00 PM (Monday to Friday)
Address: 575 E State St, Trenton, New Jersey 08609, United States