Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@totkeeps.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@totkeeps.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Return
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Return Address: Zhejiang, Hangzhou, Yuhang District, Oumei Financial City T2

Returned packages must be in perfect packaging and resalable. If the return is due to a non-selling party issue, the return shipping fee shall be borne by the customer. If the return is due to the seller's problem, all costs, including return shipping, shall be borne by Totkeeps.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@totkeeps.com.

Rerurn Steps

Step:1

Contact Customer Service and Confirm Return Eligibility
Please contact our customer service email: support@totkeeps.com. Provide your shopping email , order number,  return reasons along with photos of the problematic product. Our customer service will verify your order within 24 hours and provide you with the return and refund options.

Step:2

Proceed with the Refund Process
After confirming your refund eligibility, we will offer you a solution:
Option 1: Free replacement product — we will send you a brand-new product free of charge along with free shipping.
Option 2: If you no longer need the product, you can request a refund only.
Option 3: Our customer service will provide you with the return address and return information.

Step:3

Refund Confirmation
After receiving the returned product, we will process a full refund within 7 business days and send an email confirmation.
The refund will be processed through the bank; please confirm receipt of the refund within 3 days.