I received my order which was incorrect/defective, what should I do?

• Incorrect order
  If you find that the delivered product is not the one you ordered, you must refuse only the product you did not order if your basket contains multiple items. If the carrier refuses, you must refuse the entire order, writing "NOT compliant" on the delivery receipt.
• Defective order:
  • If the product is damaged, you must write “NOT compliant”, “broken” in the signed receipt; no other mention is accepted.
  • If the product is defective, you must isolate the reference of the product with the problem while refusing it and indicating in the signature “defective”, and accept the rest of the merchandise.

It is essential to strictly adhere to the signed delivery slips. If this is done, we will immediately activate the insurance and send a replacement product within 24 hours. Only the condition "refused due to breakage," specifying the product type and nature of the damage, is accepted; the condition "packaging intact" or "subject to unpacking" is not valid.

Please follow the applicable rules (ask Laurie for the rules). The carrier is a representative of Tots; they are not only responsible for delivering the products, but also for verifying that the products match the order confirmation. No claims will be accepted without a signed receipt.