Once it has been established that your order is eligible for refund, please follow the process below to obtain your refund:
1. Initiate the Return: Customers are requested to fill out the return form located within the Help Centre Section. This form includes the Order Number, contact details, the collection address, and a reason for the return.
2. Pack the Item: Please ensure that the product is in its original condition, unused, and with all tags and packaging intact. Securely pack the item to prevent any damage during transit.
3. Logistics: Regarding the logistics of the return process, customers have the option for us to arrange for the collection of the item and have the incurred charges for the return deducted from the refund amount. Additionally, customers may arrange a courier service for the return or personally drop off the item.
4. Evaluation: Once we receive and inspect the returned item, our team will conduct a thorough evaluation of the product's condition before granting approval for a refund. Upon completion of the evaluation, we will send you an email confirmation regarding the status of your return.
5. Refund Processing: Once we receive the returned item and inspect it to ensure it meets our return criteria, we will process your refund. The amount will be credited back to the original payment method.
6. Refund Confirmation: We will send you an email notification once your refund has been processed. Please note that it can take up to 14 business days for the refund to be processed on our end. Please note that credit card companies vary on the time it takes for credit to appear on their customer’s records.
If you encounter any issues or have questions about the refund process, please reach out to our customer service team for assistance - https://support.totembags.co.za/hc/en-us/requests/new.