Returns and Refunds

Yes, it is possible to return an item using the right of withdrawal. For more information, please see the following page: Terms and Conditions

To make a return, you must inform TOTS via your customer account, in the "Claims" tab. You can also contact us by phone through our online service or send a registered letter (which must be received before the order is processed). For orders placed online and picked up in store, you can return the items directly to the store where you collected them. For more information, please see the following page: Terms and Conditions .

TOTS offers a 14-day return policy following delivery* ( Only on certain products ). During this period, you can return an item without having to justify your decision. Return conditions include the item being in good condition, in its original packaging, and the customer being responsible for return shipping costs. For more information, please see the following page: Terms and Conditions

For a product to be accepted for return, it must be:

• Returned within 14 days of delivery (withdrawal period).
• Packed in the same condition as received: with transparent tape, an undamaged and intact cardboard box, and the product packaged according to the original packaging.
• In perfect condition, complete with accessories and instructions, and offered for resale. If TOTS requires any repackaging, the return may be refused, or the situation will be assessed via email. The item must be undamaged and unbroken unless such damage was declared to the carrier upon delivery. For more information, please see the following page: Terms and Conditions

No, you are responsible for the return shipping costs.

If you refuse delivery of the goods for a reason other than non-conformity or damage (e.g., exercising your right of withdrawal), the actual return shipping costs will be deducted from your refund. If free shipping was offered at the time of your order, this will be cancelled and the shipping costs (both ways) will be applied.

If you have accepted the goods and wish to return them afterwards, you must choose the carrier of your choice and the return costs are entirely at your expense, or you can ask us for a return quote.

For more information, please see the following page: Terms and Conditions .

You must log in to your customer account and complete the online withdrawal form, contact us by phone via our online service, or send a registered letter with acknowledgment of receipt. For more information, please see the following page: Terms and Conditions .

The refund will be issued via the same payment method used for your order, unless you expressly agree to another method. For orders placed before preparation, a full refund will be issued within 48 hours of receiving a valid request. For other order statuses, a fee will apply, and the refund will be processed according to the terms of Article 6.8. For more information, please see the following page: Terms and Conditions .

Yes, that's the very essence of the right of withdrawal, allowing you to change your mind without giving a reason within 14 days of delivery, subject to the return conditions (unused product, in good condition, etc.) and the product being eligible for return. For more information, please see the following page: Terms and Conditions .

You have 14 days from the date of delivery to cancel your order. You then have an additional 14 days to return the item to TOTS. For more information, please see our Terms and Conditions .

The following are excluded from the right of withdrawal, in accordance with the law:

• Counterfeit products
• Tiles and mosaics, faucets
• Consumables: Custom-made products produced and ordered at the customer's request.
• Clearance products (because they are offered at cost price, cancellation fees cannot be covered).
• Made-to-order products (those which are not stocked but ordered specifically for the customer, and which generally do not have a 72-hour shipping timeframe).
• Damaged and/or broken products not declared to the carrier upon delivery. For more information, please consult the following page: Terms and Conditions

TOTS is committed to refunding you using the same payment method as the initial transaction, unless the consumer expressly agrees to another payment method and provided that this does not incur any costs for the consumer. For more information, please see the following page: Terms and Conditions .

No, an exchange is not possible; you will need to return the package/merchandise, request a credit note, and place a new order.

The return process for bulky items is similar to that for other products regarding the right of withdrawal and packaging requirements. However, if you refuse the goods upon delivery, the return will be arranged by TOTS's shipping company, but the actual return shipping costs will be deducted from your refund. If you accepted the goods and wish to return them, you will need to choose your own carrier, and the return shipping costs will be your responsibility. For more information, please see the following page: Terms and Conditions .

The merchandise must be returned to the following address:

Tots Industrial Zone of Inquétrie
28 rue Pierre Martin 62280 St Martin Boulogne - France

For more information, please consult the following page: Terms and Conditions .

No, it is impossible to return an item to the store, except in exceptional circumstances with the approval of customer service.

Cancellation fees vary depending on the order status:

• Order before preparation: No charge.
• Order being prepared or ready to ship: Preparation fees will be applied according to a table in effect (not detailed in the text).
• Order picked up by the carrier: Preparation, shipping and return fees will be applied.
• If shipping was free, this offer is cancelled.
• Order delivered: Preparation, shipping, and return shipping fees will be applied. For more information, please see the following page: Terms and Conditions .

Yes, you can return products you are not satisfied with by exercising your right of withdrawal within 14 days of delivery, provided that the products are not among the exclusions (tiles, faucets, etc.) and meet the return conditions (condition, packaging). For more information, please see the following page: Terms and Conditions .