Returns and Warranty

 

We want to make sure you are 100% happy with your purchase. 

 

You have a 14 day right to return period on all orders!

 

1. Non-quality issues


Conditions: the commodity must be unopened.

 

If you don’t like what you got, you can undo the entire order within 14 days period from receiving the order. 

The cancellation does not require any mandatory form or method, however we highly recommend to contact us support@totemmaker.net before sending the product back , as every situation is different and we will try to find the best solution for all parties.

 

Procedure to follow:

1. Inform us: please send us an email to support@totemmaker.net with a subject “Product return” with the order number and your full name.

2. We will respond: within 2 working days after receiving the e-mail, Totem will verify and give a proposal for solving the situation.

 

Important:

Regarding the applications for returns and replacement for non-quality issues, all the freight and related costs, including but not limited to tariffs, shall be undertaken by the customer. Payment upon arrival is not allowed. Please ensure that you return orders with sufficient postage. We recommend that you inform yourself about the delivery costs at the post office versus different delivery services, so you can find most affordable and convenient delivery service for your return.

When returning packages we recommend that you use tracked delivery, as we assume no responsibility for lost or delayed returns. We will only assume responsibility of the package when it has arrived at our warehouse. You will be informed by Email as soon as we have received it.

After confirming that the goods received complies with the returns and replacement conditions, Totem will refund within 4 working days. Corresponding refund will be returned to the account through which the customer purchased the commodity.

 

Non-Eu Countries: 

Due to the fact that returns from non-Eu countries can be highly priced through tariff regulations and import instructions we highly recommend to follow the procedure and contact us before returning any products. Please send us an email to support@totemmaker.net.

 

2. Quality issues: parts missing, delivery error or defective upon receiving

 

If you’re returning the product due to a mistake of ours (if by mistake we sent you a product you did not order, if the product was already faulty or damaged upon receipt, or if few parts missing), of course  we will solve the problem. Simply contact our customer service under support@totemmaker.net.

Justified returns due to mistakes on our side will instantly be exchanged or refunded.

Although the procedure of complaints does not require any mandatory form, but we highly recommend to contact us support@totemmaker.net. Please contact our customer service before sending the product back, as every situation is different and we will try to find the best solution for all parties.

 

Procedure to follow:

1. Inform us. Please send us an email to support@totemmaker.net with a subject “Product return” with the order number and your full name.
Describe the problem: specify the missing parts according the parts list provided or specify other issues, add photos if needed.

2. We will respond: within 2 working days after receiving the e-mail, Totem will verify and give a proposal for solving the problem.

 

Important:

Regarding the applications for returns and replacement for quality issues, all the freight and related costs, including but not limited to tariffs, will be undertaken by Totem. Justified returns due to mistakes on our side will instantly be exchanged or refunded.

If there is a need to return us the product, please make sure you do it by the courier indicated by Totem’s customer service, choosing other method can be a basis for rejection the refunding of freight costs.

 

3. Note the following for Returns

 

Gift vouchers (vouchers that have been bought) will be reimbursed following a return. Depending on the value of your returned product all or some of the voucher’s value will be returned.

Campaign-vouchers/Promo-Codes are divided between all products within an order percentage-wise. That means if you have ordered two products worth € 25,- each, and you have used a voucher worth € 10,- , each products’ price will be reduced by half of the vouchers’ value (meaning each product is now worth € 20,-). Therefore, you will only be refunded the actual price paid (in this case € 20,- per product).

 

4. Guarantee issues

 

Guarantee Time

The guarantee period is based on the legal regulations. This is 2 years and begins at the time the customer receives the product.

 

You should be informed that:

1.  Repairs will not be provided for parts damages arising from man-made reasons, including but not limited to falling, crash, tear, soaking and improper strength;

2.  Repairs will not be provided for consumables, including but not limited to screw and battery;

3.  Repairs will not be provided for damages arising from miss operation, including operation not under the manual;

4.  Repairs will not be provided for damages other than natural damages in the opinion of Totem.

5.  The guarantee is not valid against normal depreciation caused by use of a product.

 

Procedure to follow:

1. Inform us. Please send us an email to support@totemmaker.net with a subject “Warranty” with the order number and your full name.
Describe the problem, add a photo if needed.
2. We will respond: within 2 working days after receiving the e-mail, Totem will verify and give a proposal for solving the problem.
For those confirmed by Totem, it will provide repairs or make replacement according to actual conditions.

 

Important:

Associated expenses arising from the repairs of the commodity within the warranty period and scope will be undertaken by Totem. Important: Totem will select a courier according to actual situations.

To better judge the reason, Totem may require the customer to send back the damaged commodities for analysis, judgment and improvement, and Totem will return the expenses arising therefrom to the customer’s account. Important: Totem will select a courier according to actual situations.

 

 

 

Do you still have questions? Contact our customer services support@totemmaker.net