Cancellation, Return, Refund and Exchange

CUSTOMER SERVICE

All Totwoo jewelry have been tested strictly to meet international standards and certifications. Totwoo will repair manufacturing/technical faults free of charge up to One year, and appearance faults free of charge up to three months from the original date of purchase. Please retain your receipt for any warranty services. After warranty period, we provide paid repair services. Please note that accidental damage such as scratches, dents and broken ones are not covered by warranty; silver oxidation, which is normally seen in silver products, will not be covered either.

Order Cancellation

Your order will be fully refunded if it is canceled within 24 hours of purchase(Except the package has already been shipped within 24 hours.

Please submit a help ticket from Contact Us if you decide to cancel the order.

For orders canceled after/within 24 hours of purchase but before shipment, a 15% cancellation fee is applied

If your order status is shipped, it cannot be canceled. We do not accept the cancellation of personalized orders more than 24 hours after an order is placed. No refund will be given for personalized orders canceled more than 24 hours from the time of order.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Note:

If you are returning your purchase, you may be eligible for a refund of all or a portion of the duties and taxes. Contact your local customs office for information. Shipping charges, as well as duties and taxes, are nonrefundable for undeliverable or refused shipments. Upon receipt of the refused delivery, a refund will be issued for the item(s) only.

Our Return & Exchange Policy

Customer satisfaction is our number one priority. If you are not completely satisfied with your purchase, you may exchange or return it within 14 business days of the original purchase date.

To return an item(s), please contact us, Monday-Friday from 9:00AM to 7:00PM UTC by email at support@totwoo.com to obtain a request and refund address. 

The item(s) you return must be presented in its original, saleable condition with the appropriate sales invoice and all original packaging, enclosures/product documentation, and all accessories.

We recommend shipping returned merchandise via insured parcel post for tracking purposes. We also recommend that customers request adequate insurance to cover the purchase price of the shipment.

Please note that you are responsible for paying all shipping costs, and where applicable, including but not limited to, any duties, customs, and tariffs.Totwoo will not assume responsibility for reimbursement or compensation in the event that returned package(s) is lost, stolen, or mishandled. We offer a refund in the same manner in which the original sale was made for the item(s) exchanged or returned, less any original shipping, handling, and insurance charges previously applied.

Personalized items are final sale and may not be exchanged or returned. Engraving fees are non-refundable.

Exchanges

Once your exchange is received, we will send you an email to notify you that we have received your package. After your exchange has been inspected, we will process your new order within the guidelines as indicated under Order Processing and Shipping. You will be responsible for all shipping and handling charges for the new order, as indicated under Order Processing and Shipping.

If you need assistance with a return or exchange, please send an email to support@totwoo.com

 Please allow 24 hours for a response.