退款政策

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.

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

For orders canceled after 24 hours of purchase but before shipment, a 15% cancellation fee is applied. We will NOT accept order cancellation requests if the orders have already been shipped.

 

RETURNS

In the absence of technical defects and quality problems of the product, our return policy lasts 14 days.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You are responsible for the shipping fee.
To complete your return, we require a receipt or proof of purchase.

Items not eligible for return:
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 14 days after delivery.


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.

Non-REFUNDABLE ITMES

1. Personalized items with “engravings”, such as rings, necklaces, and bracelets, are non-refundable. Totwoo will charge a 35% restocking fee for the exchange of personalized items.

2. Items without jewelry tag or that have been worn, damaged or altered are not refundable and will be returned to the customer at their expense.

3. Items that were worn, or sent to you as Replacement/Exchange are not refundable.


EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at support@totwoo.com

Any item that is more than 7 days after delivery, will not be eligible for exchange. To be eligible for exchange, your item must be in the original packaging. And you will be responsible for the shipping fee and taxes for the exchanging. We will send out new items upon the receiving of exchanging items.

Please make sure you have selected the correct size, exchanging items due to size problem is not available due to the expensive delivery and tax cost. We suggest you buy a new one instead and send the other one to your friend as a gift.


CONTACT US

For more information and supports, please contact your local authorized deal or contact our customer service representative at support@totwoo.com.