Refund Policy

EXCHANGE AND RETURN POLICY

 

www.gy.totto.com has a period for exchanges or returns of 7 days from the date on which the carrier delivers your order to the defined address. To proceed with the exchange or return, the product must be in perfect condition, with original labels and with its invoice. You must notify our Customer Service team of the return, within 7 days of delivery through one of these channels: on Facebook https://www.facebook.com/TottoGy or by email at sales_guyana@totto.com

 

Promotional or discounted products do not have the option of exchange or return (No changes in color, size or reference are made) all products have the legal warranty for manufacturing defects of the product (backpacks and canvas accessories have a one-year warranty, while clothing, glasses and other accessories have a one-month warranty). It is important to clarify that no money is refunded.

 

To manage the return or exchange of products purchased at regular price you must follow the following steps:

 

Send the request to sales_guyana@totto.com. Once we have your return or exchange request with the necessary data for it, within the next 2 working days we will send you instructions to follow to make the return.

 

To exchange or return the product you can use the same packaging in which we delivered your order or use a packaging of your choice, however, it is important that the packaging is appropriate according to the nature of the product so that it cannot be affected during the transport process.

 

The product must be returned in optimal condition, without traces of having been used, with the original labels or failing that, if they have already been removed, you must insert them in the packaging.

Once the product is received, we will check the condition of the product and according to the results, a new product will be shipped or a coupon for a new purchase will be delivered.

 

You can choose from the following options:

 

1. Change of product, size, or color (subject to inventory availability at the time of exchange). Exchanges may only be made for products with a value equal to or greater than the original and the difference, if applicable, must be assumed by the customer. In case of not having availability for the exchange, the value of the product(s) will be delivered in a coupon for a new purchase.

 

Exchanges will be dispatched approximately within 2 business days after receiving the product at the warehouse. In this case, the same times as a regular delivery will apply.

 

2. Coupon to make a new purchase at www.gy.totto.com (This coupon is valid for 1 month from the date of creation). The coupon to make a new purchase at www.gy.totto.com will be shipped in approximately 2 business days after the product is received at our distribution center.

 

In case your product does not meet the conditions to accept the return or exchange, we will inform you in a timely manner to your email the reason why it does not apply, and the product will be returned to the initial shipping address.