Return & Refund Policy
Return and Exchange Policy
Version Update: September 1, 2025
Version Effective Date: September 20, 2025
1.Eligibility for Returns
Items purchased from totomalls.com can be returned if they meet one of the following conditions:
•7-Day No-Reason Return: Products that are not custom-made, or those confirmed by you at the time of purchase as non-returnable, or those that are legally exempt from the 7-day no-reason return policy. Returns must be requested within 7 calendar days from the receipt of the product. The product must remain in its original condition, including the product itself, packaging, accessories, gifts, manuals, labels, and trademarks, without any human-caused damage, and should not affect resale.
•Return Due to Quality Issues: If the product experiences performance failure due to non-human damage within 7 calendar days from the receipt of the product.
•Other Applicable Situations: As per legal regulations, agreements made with you, or other cases acknowledged by totomalls.
2.Situations Where We Can Refuse Returns
•We reserve the right to refuse return requests under the following circumstances:Products not sold by totomalls.com (no order number/serial number or mismatched serial numbers in the system) or without valid proof of purchase, or forged/altered proof of purchase.
•Return requests made more than 7 calendar days after receiving the item.
•Missing any items from the original packaging, including the product itself, packaging, accessories, gifts, manuals, labels, invoice, or any evidence of purchase. Products that have been damaged due to human factors.
•Unauthorized repairs or modifications, destruction or alteration of mandatory product certification marks, serial numbers, waterproof marks, anti-counterfeit marks, packaging, etc.
•Products showing usage marks that cannot be restored to their original condition, or data-related usage marks like unauthorized personal data retention.
•Damages caused by collision or mishandling that are not related to product quality, or alterations, foreign objects (water, oil, sand, etc.), improper installation, or improper use not following the manual instructions.
•Returns due to logistics damage, missing items, or incorrect items cannot be processed if the recipient has already signed for the package and cannot provide supporting documentation from the logistics company.
•Products damaged due to force majeure, such as fire, flood, lightning, traffic accidents, etc.
•Items not returned within 7 calendar days, or within another specified period after contacting totomalls for return confirmation.
•Virtual products, audio and video products, software, custom-made items, and items that were confirmed by you as non-returnable at the time of purchase do not qualify for no-reason returns.
•Other conditions specified by applicable laws or this policy.
3.Return Process
(1) To apply for a return, please submit a return request within 7 calendar days of receiving the item by emailing service@totomalls.com or through other online support methods.
(2) After submitting a return request, we will contact you via email to confirm your return request. Please confirm and respond. Contacting you does not mean your return request has been approved. The approval of your return request depends on whether the return conditions are met.
(3) Once your return is approved, please return the product (including product, packaging, accessories, gifts, manuals, labels, and original invoices) to the designated return address within 7 calendar days from approval.
(4) If the return is due to quality issues, totomalls' technical support team may need to inspect the product.
(5) Upon confirmation of a successful return, we will process your refund within 7 days from receiving the returned item. The time it takes for the refund to appear in your account depends on the internal policies of your bank or payment provider.
4.Return Costs
(1) Unless otherwise agreed, totomalls does not charge any handling fees or additional costs for 7-day no-reason returns. However, you will be responsible for any shipping or handling costs incurred during the return process (if applicable). If your return does not qualify for free shipping, totomalls reserves the right to deduct the original shipping cost from your refund.
(2) Shipping fees due to product quality issues will be covered by totomalls.
(3) If you choose not to return a gift or if the gift cannot be returned, you must pay for the gift at the price previously indicated, and totomalls reserves the right to deduct the gift's value from your refund.
Exchange Policy
1.Eligibility for Exchanges
Items purchased from totomalls.com can be exchanged if they meet one of the following conditions:
•7-Day No-Reason Exchange: Products that are not custom-made or confirmed by you at the time of purchase as non-exchangeable, or those legally exempt from the 7-day no-reason exchange policy. The item must be returned within 7 calendar days from the receipt, and the product must remain in original condition, including the product itself, packaging, accessories, gifts, manuals, labels, and trademarks.
•Exchange Due to Quality Issues: If the product experiences performance failure due to non-human damage within 15 calendar days from the receipt.
•Other Applicable Situations: As per legal regulations, agreements made with you, or other cases acknowledged by totomalls.
2.Situations Where We Can Refuse Exchanges
•We reserve the right to refuse exchange requests under the following circumstances:Products not sold by totomalls.com or without valid proof of purchase or with forged/altered proof of purchase.
•Exchange requests made after 7 calendar days for no-reason exchanges, or after 15 calendar days for quality-related exchanges.
•Missing any items from the original packaging, or items damaged due to human factors.
•Exchange requests for items that are deemed not to have quality issues by totomalls' technical support team.
•Unauthorized repairs or modifications, or damage to product certification marks, serial numbers, waterproof marks, anti-counterfeit marks, packaging, etc.
•Products showing usage marks that cannot be restored to their original condition, or data-related usage marks like unauthorized personal data retention.
•Products damaged due to collision or mishandling not related to product quality.
•Items damaged by force majeure (fire, flood, lightning, etc.).
•Exchanges not sent within 7 calendar days after confirming exchange with totomalls.
3.Exchange Process
(1) To apply for an exchange, please submit your request within 7 calendar days for no-reason exchanges or within 15 calendar days for quality-related exchanges by emailing service@totomalls.com or through other online support methods.
(2) Once your exchange request is submitted, we will contact you via email to confirm your request. Please confirm and reply. Contacting you does not guarantee your exchange request will be approved.
(3) After the exchange request is approved, return the item (including product, packaging, accessories, gifts, manuals, labels, and original invoice) to the designated exchange address within 7 calendar days from approval.
(4) Upon receiving and confirming the returned item, we will send the exchanged product to the original shipping address or an alternate address you provide. Exchange Shipping Costs
For 7-day no-reason exchanges, the shipping cost for both directions will be borne by you. For exchanges due to quality issues, shipping costs will be covered by totomalls.
4.Important Note: Returns or exchanges requested after the legal time frame or due to non-product quality issues will not be accepted. totomalls does not provide returns or exchanges for damages caused by misuse, unauthorized modifications, or after-sales adjustments outside of the official policy.