Refund policy

1. Personalised and engraved pieces
Engraving is permanent and made for one person, so a personalised piece cannot be returned or exchanged if you simply change your mind.
If the fault is ours, we put it right: poor engraving, engraving that does not match the mockup you approved, wrong spelling, or the wrong item. In any of those cases we remake the piece or refund it in full, and we cover the return shipping.

2. Pieces without personalisation
You have 14 days from the delivery date to return or exchange them. The piece must be unused and in its original packaging, in the same condition you received it.

3. Damaged, faulty or wrong on arrival
Tell us within 48 hours of delivery and send a photo. We cover the return shipping and either remake the piece or refund you in full.

4. Gift cards
Gift cards cannot be returned or exchanged.

5. How to start a return
WhatsApp +20 10 55 999 395 or email hello@totemgift.com with your order number, the reason, and a photo if something is wrong. Refunds are processed within 3 to 5 working days after the piece reaches us and has been checked.