Refund policy

1. Eligibility for returns
Customers have 14 days from the delivery date to initiate a return or exchange. To be eligible, the item must be unused, unworn, unwashed, and in the same condition that you received it, and must be in the original packaging.

2. Exceptions (non-returnable items)
The following items cannot be returned or exchanged:Any item that has been customized, personalized, or engraved (e.g., items with specific names, monograms, logos, or messages). Because each engraving is permanent and unique to you, customized items are non-refundable unless defective.
Gift cards
Clearance or discounted items (unless damaged on arrival)

3. Defective or damaged products
If you receive a product that is defective, damaged, or incorrect, you must notify us within 48 hours of delivery. Totem Gift will cover the return shipping costs for proven defective items and offer a full refund or replacement.

4. Process
To initiate a return, please contact us at hello@totemgift.com or via WhatsApp at +20 10 55 999 395 with your order number and the reason for the return. Refunds will be processed within 3–5 working days after we receive and inspect the returned goods.