Refund policy

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 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. 

RETURNS

Eligibility for Returns:

You may apply for a return within 30 days of receiving the product. The product must be in its original condition, unused, with all packaging, accessories, and instructions intact. Unauthorized returns will not be accepted.

Return Process:

  • Please contact our customer service email at support@totwoo.com and provide your receipt or proof of purchase.
  • Our customer service team will review your order and authorize the return. Upon authorization, you will need to submit current product images for verification. 
  • l Once verified, you will receive a return address and return guidelines. If the return is due to your personal reasons, you will be responsible for the return shipping costs and taxes. If the return is due to a product quality issue, we will cover the return shipping costs.
  • Please send the product back within 5 days of receiving the return address. Returns made after this period will not be eligible.
  •  After shipping the return package, please email the return tracking number and receipt to our customer service email on the same day. It's better to use the shipping method providing tracking information as well as a signature, so delivery can be confirmed. If the item to be returned/exchanged is shipped without a tracking number, the customer will be liable once the item is lost by the carrier and no refund will be issued.

Return Notes:

Ensure the returned item is properly packaged to prevent damage during transit. You will be responsible for the shipping fee and taxes.

Not Eligible for Return:

  •  Any item that is not in its original condition.
  • Items damaged or missing parts due to reasons not attributable to us.
  • Any item returned more than 30 days after delivery.
  • Customized products are not acceptable for return.

Important Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.


REFUNDS

Items returned without authorization will not be accepted.

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.

 

EXCHANGE POLICY

Exchange Eligibility:

Customers may apply for an exchange within one year of receiving the product. The exchanged product must retain its original packaging, accessories, instructions, and be in perfect condition.

Exchange Process:

  • Please contact our customer service email at support@totwoo.com, providing your receipt or proof of purchase and informing us of the product you wish to exchange. If there is a price difference resulting from the exchange, you will need to pay the additional amount for a higher-priced item, while for a lower-priced item, the difference will be refunded to your original payment method after we receive the returned product.
  •  Our customer service team will review your order and authorize the exchange. Upon authorization, you will be required to provide photos of the current product for review.
  • Once your application is approved, you will receive the return address and return guidelines. If the exchange is due to your personal reasons, you will be responsible for the return shipping costs and taxes. If the exchange is due to a product quality issue, we will cover the return shipping costs.
  •  After sending the return package, please send the return tracking number and receipt to our customer service email on the same day. For detailed return instructions, please refer to the return process listed at the top of our website.
  •  After we receive and confirm the returned product, we will expedite the shipment of the exchanged product to you.

 

ORDER CANCELLATION

Your order will be fully refunded if it is canceled within 12 hours of purchase.

Please submit a help ticket from Contact Us or contact our customer service email directly at support@totwoomll.com if you decide to cancel the order.

For orders canceled after 12 hours of purchase but before shipment, a 15%-35% cancellation fee is applied. We will NOT accept order cancellation requests if the orders have already been shipped.

ORDER CANCELLATION

Your order will be fully refunded if it is canceled within 12 hours of purchase.

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

For orders canceled after 12 hours of purchase but before shipment, a 15%-35% cancellation fee is applied. We will NOT accept order cancellation requests if the orders have already been shipped.

 

PRICE GUARANTEE POLICY 

To protect consumer rights, we offer a price guarantee service. If you make a purchase without using a discount code, you can apply for a price difference refund within 30 days from the date of receipt. 

Additionally, for items eligible for the price guarantee service, if the price drops within 10 days from the date of purchase, you are entitled to a refund of the price difference. Please ensure that you provide valid order details and evidence of the price reduction when applying.

 

GENTLE REMINDER

This policy applies to all products on the totwoomall.

In the event of force majeure factors (such as natural disasters, pandemics, etc.) causing delays in returns, exchanges, or order cancellations, the website will negotiate with customers to resolve the issue.

If you have any questions or need assistance, please feel free to contact our customer support team at support@totwoomall.com. We are committed to providing excellent service.

 

CONTACT US

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