Customer Service

Yes, we accept returns provided the item is in its original packaging. However, this is at your expense; you are responsible for finding a carrier.

WARNING: There is an exception for these items which cannot be returned: tiles, taps, consumables, custom-made products.

To submit a service request, you must use your customer account. This ensures much faster processing, as you have privileged access to the messages and service section. Please attach photos and clear, detailed explanations of the product issue, and also include the product reference number so we can best process your request. Once we receive your request, we will contact you directly.

No, after-sales service is completely free if the product is under warranty (2 years) and if it is a product defect or a factory defect, in this case we take care of the defective parts and send you new ones, all free of charge.

On the other hand, if it is a product that has already been installed, it is up to the installer to bear the costs of installation or reinstallation.

Tots is in no way responsible in this situation, as it is their responsibility to verify the product's conformity before installation. If you return the defective product, you are responsible for the costs.

Example: An LED mirror with a manufacturing defect. In this case, we will send you the replacement part at our expense.

An LED mirror was damaged by the installer. In this case, the installer will be responsible for the cost of repair.

When you wish to return an item, whether online or in store, the choice of transport method is yours, but please note that the return costs will be your responsibility.

You have the freedom to select the delivery service you prefer, whether it be shipping by postal service, courier, or any other means of transport of your choice.

Our goal is to facilitate the return process and offer you the flexibility to choose the method that best suits you.

To track your customer service request, simply log in to your account. After you submit your request, we will provide all status updates. You will receive an email as soon as we reply to your message. We are committed to maintaining communication until your case is closed and processed.

Our products have a warranty of 2 to 10 years, depending on the item. To find out the warranty for a specific product, please consult the product description on the website. However, the warranty does not apply to:

• Wear parts.
• The breakable parts.
• Consumable materials.
• Minor changes to the expected quality of our products.
• Dirt.
• Defects in the products resulting from installation.
• Damages due to a failure of our products.

An email is automatically sent to you when the credit note is issued. Within 24 to 48 hours, we will process your payment and refund you using the same method you used.

Example: You paid for your order by check. In that case, we will refund you by check. You paid for your order by bank transfer. In that case, we will refund you by bank transfer; you will only need your bank account details (RIB) to complete the refund.

No, our after-sales service cannot repair your product at your home because we are not responsible for the products installed. The warranty is the responsibility of the installer. All our products must be installed by professionals who assume full responsibility for their work.

If the product is damaged, you must write "NOT compliant" or "broken" on the delivery slip; no other wording is acceptable. If the product is defective, you must isolate the item number of the faulty product, refuse it, and mark it "defective" on the delivery slip, then accept the rest of the merchandise. It is essential to strictly adhere to the delivery slips.

If this is done, we will immediately activate the insurance and send a new product within 24 hours. Only the "refused due to breakage" clause, specifying the product type and nature of the damage, is accepted; the clauses "packaging intact" or "subject to unpacking" are not valid. Please follow the applicable rules.

The carrier is the representative of the Tots company; he not only ensures the delivery of the products, but also the conformity of the products and the reference vouchers.

NO CLAIM WILL BE ACCEPTED WITHOUT A SIGNATURE.

If the product is damaged, you must write "NOT compliant" or "broken" on the delivery slip; no other wording is acceptable. If the product is defective, you must isolate the item number of the faulty product, refuse it, and mark it "defective" on the delivery slip, then accept the rest of the merchandise. It is essential to strictly adhere to the delivery slips.

If this is done, we will immediately activate the insurance and send a new product within 24 hours. Only the "refused broken" claim, specifying the product type and nature of the damage, is accepted; claims of "packaging intact" or "subject to unpacking" are not valid.

Please follow the applicable rules.

The carrier is the representative of Tots; they are not only responsible for the delivery of the products, but also for verifying that the products conform to the order forms. No claims will be accepted without a signed receipt.

If you find that the delivered product is not the one you ordered, you must file a non-conformity report. It is essential to refuse only the incorrect product if your order contains multiple items. If the carrier refuses a partial refusal, you must refuse the entire order by writing "NOT compliant" on the delivery slip. For more information, click on the following link: Terms and Conditions .

If the product is still under warranty, you can submit a request to our customer service department. For more information, click on the following link: Terms and Conditions .

Our Customer Service department is closed on weekends. Please feel free to leave us a message; we will get back to you on Monday. For more information, click on the following link: Terms and Conditions .

For a service request, you will need to provide photos, videos, and a detailed description of the problem. Information such as the invoice and product reference is also required. Attachment procedure: a Browse tab allows you to attach files (videos, photos, etc.). For more information, click on the following link: Terms and Conditions .

Yes, it is possible to receive a replacement part. To do so, you must send a message through your customer account. An expert will reply and provide you with a quote if a part replacement is necessary. For more information, click on the following link: Terms and Conditions .

If any part is missing, you must contact customer service. For more information, click on the following link: Terms and Conditions .

Yes, after-sales service is completely free if the product is under warranty (2 years) and it is a manufacturing defect or a factory defect.

In this case, we will take care of the defective parts and send them back to you free of charge. Please note: our team of professionals will analyze the received items (photos, videos, description) to determine if the defect is indeed covered by the warranty. If so, the part will be provided to you free of charge.

Otherwise (e.g., damage caused by improper handling, impact during installation), a quote will be provided.

For more information click on the following link: Conditions .

You can contact customer service via messaging (through your customer account). For more information, click on the following link: Terms and Conditions .

The average processing time for a customer service request is 2 business hours. For more information, click on the following link: Terms and Conditions .

No, after-sales service does not cover damage caused by improper installation or misuse. Once the product is installed, the installer is responsible. A professional must verify the product's conformity before installation. If they decide to install it despite an apparent defect, they assume liability as the installer. For more information, click on the following link: Terms and Conditions .

You can still make a claim after the legal guarantee period. For more information, click on the following link: Terms and Conditions .

Yes, we offer repairs or replacements in case of product failure. For more information, click on the following link: Terms and Conditions .

Track the progress of your customer service request directly through your customer account messaging system. You will receive an email as soon as a response is received. For further information, click here: Terms and Conditions .

The warranty does not cover problems related to assembly, nor the following:

• Wear parts: seals, handles, shower heads, hoses, shower heads (if they are worn).
• Breakable parts: glass, light bulbs (if they are broken).
• Consumable materials: batteries, filters or aerators (if they are worn).
• Minor changes in the expected quality of products that do not affect their use value.
• Dirt, watermarks (especially hot watermarks and limescale deposits), misuse and handling, damage due to the effects of an aggressive environment or household cleaning chemicals.
• Defects resulting from the installation, transport and testing of the purchased item.
• Damage due to a deficiency in the exposure products.

For more information click on the following link: Conditions .

No, it is not possible to receive a replacement product while your item is being repaired. For more information, click on the following link: Terms and Conditions .

Our products are designed and manufactured with high-quality materials and meticulous attention to detail, allowing us to offer exceptional reliability. Therefore, we do not offer extended warranties, as we are confident in the durability of our products. For more information, click on the following link: Terms and Conditions .